Senior Service Account Manager

Our CompanyWelcome to Energy Vault® (NYSE:NRGV), where our purpose is to enable a sustainably energized world. Our mission is to provide energy solutions that accelerate the global transition to renewable energy. Energy Vault® operates globally with headquarter locations in Westlake Village, California and Lugano, Switzerland, and regional development in multiple locations in Switzerland, United States, United Kingdom, Australia, and China. Our Company's comprehensive offerings include our proprietary gravity, battery, hybrid/green hydrogen energy storage solutions and our technology-agnostic software suite that orchestrates and integrates multiple energy asset types (storage & generation) while  optimizing dispatch, costs, revenues, and overall asset performance.  Please visit our Website for more information, our Newsroom for the latest company updates, and connect with us on LinkedIn, X, Facebook, Instagram, Vimeo, or YouTube. Our Values We Commit: To Building a Better Future for Earth and All Its Beings.We Innovate: Cutting Edge Solutions to Accelerate the Unique Energy Aspirations of Our Clients.We Connect: To Build Genuine Relationships.We Deliver: Going Above & Beyond by Being Fast & Nimble.We Lead: With Authenticity and Purpose.
Our Energetic Team: Energy Vault Solution, a division within Energy Vault, is dedicated to delivering customer-focused energy storage products that merge Battery and Clean Hydrogen technologies. The Energy Vault Solution team also develops and manages our AI/ML powered software applications that include EMS, Lifecycle Management, and Energy Trading Platforms. 
Your Impact as a Senior Service Account Manager: The Senior Service Account Manager will be the primary point-of-contact for customers of EV Solution who own and operate Energy Vault battery energy storage systems.  You will own the customer relationship. You will be accountable for all aspects of the Energy Vault’s contractual obligations after project handover; including service ticket and work order management, warranty repairs, maintenance planning, billing for non-warranty claims, vendor support, periodic performance and work history reporting, and general customer satisfaction.  This position is key to proving a positive experience for Energy Vault’s customers that is key to insuring future repeat project business.  You will interface numerous individuals, organizations and companies to insure rapid resolution of service-related issues.  You will also be responsible for managing and reporting the P&L status of these contracts.

Your Mission:

• Ensure general customer satisfaction with Energy Vault products and services.
• Complete understanding of the original project delivery and the long-term-service-agreement (LTSA) contracts.
• Address customer issues in a timely manner.
• Hold periodic meetings with customer and appropriate internal stakeholders (typically bi-weekly service updates, and quarterly operations updates).
• Manage and coordinate site activities with the customer, service support resources, and vendors.
• Creating, manage, and drive service tickets to closure in a timely manner.  Drive assigned parties to perform necessary tasks to support and resolve service tickets expeditiously.
• Monitor and provide periodic P&L reports of financial performance of the LTSA contracts.
• Identify and report project issues that can result in financial risks.
• Assist Sales with best terms and practices for new service opportunities.
• Determine if service issues are covered under warranty per the contract.
• Create and manage change-orders to existing contracts for additional works and services not covered by warranty in the LTSA contracts.
• Create purchase requests for material and vendor services.
• Plan and schedule planned and unplanned services.
• Coordination of site works with the Field Service team, equipment suppliers, and 3rd party service providers.
• Ensure timely payment of outstanding customer invoices.
• Ensure internal resources accurately bill time worked on projects.
• Manage accurate inventories of spare parts.  Manage periodic inventory inspections with Field Service.
• Work closely with numerous internal Energy Vault departments to communicate lessons learned and im