Senior Director Customer Service & Key Account Management

At SMA America, we believe in Energy that Changes. Since 1981, SMA has been developing innovative solar technology with a purpose -- making the installation, operation, and maintenance of photovoltaic power plants simpler, more reliable, safer and more cost effective. In the meantime, we’ve also been collecting awards as a great place to work, providing growth opportunities to our employees, and challenging conventional thought.

The Sr. Director of Customer Service & Key Account Management is responsible for overseeing all aspects of customer service operations and key account management for SMA. This position will lead a team focused on delivering exceptional service to key customers, ensuring their needs are met while driving long-term customer satisfaction and loyalty. The Sr. Director will be responsible for developing and executing strategies to enhance the customer experience and expand SMA's customer base in large-scale projects.

The role involves collaborating with cross-functional teams, including sales, service, and product management, to ensure that customer expectations are exceeded, and the company's value proposition is effectively communicated and delivered.

primary duties / responsibilities

Customer Service Excellence:

·       Lead the customer service teams to provide timely and effective support to customers across all stages of their journey with SMA.

·       Ensure customer inquiries, complaints, and service requests are managed promptly and effectively, maintaining high satisfaction levels.

·       Establish and maintain KPIs to measure service quality, response times, and customer satisfaction.

Key Account Management:

• Develop and implement a strategy to engage with key accounts, ensuring their satisfaction, identifying growth opportunities, and fostering long-term relationships.
• Serve as the primary point of contact for critical accounts and work closely with sales and technical teams to deliver tailored solutions.

Team Leadership and Development:

• Lead, mentor, and develop the customer service team to ensure alignment with company goals and the highest service standards.
• Establish training and development programs to improve the team’s technical knowledge and customer service skills.

Customer Experience Strategy:

• Develop and execute strategies for improving the overall customer experience, from onboarding to post-service support.
• Work closely with product and service teams to align offerings with customer needs, continuously improving the product/service feedback loop.

Cross-Functional Collaboration:

·       Collaborate closely with the sales, service, and technical teams to ensure customer issues are resolved and that customers receive comprehensive solutions.

·       Lead communication efforts to ensure consistency and transparency with customers.

Strategic Leadership:

• Lead and inspire a growing team of customer service and key account professionals, ensuring alignment with company goals and objectives.
• Establish clear communication channels and workflows between customer service, sales, and other business units to streamline operations.

 

Required relevant professional experience (type / duration)

Education: Bachelor’s degree in business administration, Engineering, or a related field.

Experience: Minimum of 10+ years in customer service, with at least 5 years in a leadership position within the solar, energy storage, or utilities sector.

Leadership Profile:

·       Ability to translate overall strategy into strategic objectives for the respective areas of responsibility.

·       Acts as the ambassador for change.

·       Holds themselves accountable to outcomes and results.

·       Works collaboratively within peer group, and across other business areas.

·       Driven by a strong customer centric and solution-oriented mindset.

·       Experience managing all relevant cost structure within the respective area of responsibility

Other specialized skills

Proficiency in the English language, both written and verbal, is required. German and/or Spanish language skills are a plus.

Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel) is required.

Attention to detail and a high level of accuracy are required.

Ability to analyze and solve problems effectively.

Ability to work well independently and as a member of a regional/global team is required.

Ability to manage and prioritize multiple projects/tasks.

Ability to work flexible hours as early morning, evening or weekend work may be required.

A valid driver’s license and an acceptable driving record are required.

This position may require periodic domest