Account Delivery Manager

This is a fully remote position, open to applicants in California.

📋 Description

• Take ownership of the customer relationship.

• Manage a portfolio of customers from start to finish, developing a thorough understanding of their business model, technical landscape, and commercial objectives.

• Serve as the main point of contact for both operational and technical stakeholders, ensuring alignment between their priorities and our platform.

• Address straightforward commercial matters directly while collaborating with Business specialists on contract negotiations, expansions, and C-level interactions.

• Oversee service delivery and operations.

• Manage incident and escalation processes comprehensively - from tracking SLAs and governing open items to directly resolving service requests where your involvement yields the quickest customer outcomes.

• Facilitate the onboarding process for new customers in partnership with AMPECO’s experts.

• Conduct regular operational reviews, status updates, and account health checks to ensure nothing falls through the cracks.

• Coordinate the specialists who support you.

• Recognize when, how, and why to involve Business or Technical specialists, providing the necessary context for them to address customer requests swiftly.

• Convert customer requirements into structured needs, and collaborate with product, engineering, and solution teams to evaluate feasibility, scope, and timelines.

• Maintain alignment among internal stakeholders and keep the customer informed throughout cross-functional project delivery.

• Advise and influence product direction.

• Act as a trusted advisor for daily product usage and adoption, identifying expansion opportunities as they arise.

• Gather customer feedback, identify recurring issues, and highlight product gaps to internal stakeholders to ensure continuous platform improvement.

• Stay updated on eMobility, EV charging trends, and our changing product capabilities.

⛳️ Requirements

• Over 3 years of experience in a customer-facing role at a software company, such as Account Management, Technical Account Management, Customer Success, Service Delivery, or similar. Experience with B2B SaaS or complex B2B products is preferred.

• Proven ability to build strategic relationships with both operational and technical stakeholders.

• Strong technical fluency: capable of discussing software architecture, integrations, and SaaS platforms, while bridging business and technical dialogues.

• Excellent project management and coordination abilities, with experience in driving cross-functional initiatives to meet deadlines.

• Comfortable in orchestrating internal experts and aligning diverse parties towards a shared objective.

• A growth mindset, eager to acquire new skills as the role and product develop.

• Fluent in written and spoken English.

🏝️ Benefits

• A position at a rapidly growing company on the trajectory to becoming a global industry leader.

• A team of highly skilled individuals who truly enjoy collaborating.

• Flexible working hours.

• An extra day off for your birthday.

• Five additional vacation days each year following your first year with us.

• Engaging social events and team-building activities.

• Comprehensive medical insurance with generous coverage for you and your family.

• Monthly shared mobility allowance (Spark and GOeGO).

• EV week - access to a company electric car for personal use every 1-2 months.