Title: In Service Account Manager, Sr. Associate
Waterdown, ON, CA, L9H 0C5
In Service Account Manager, Sr. Associate
Reference #34617
Waterdown, ON
About the Role
The In-Service Account Manager works hand-in-hand with Business Development and Program Management to maintain regular contact with the Customer and other members of the “Customer Account Team” to ensure the customers’ concerns are continually addressed by the organization along with the provision of outstanding services. The In-Service Account Manager acts as the single Point of Contact and authority for all In-Service related areas of concern for the customer and works as a key member of the Customer Account Team. The role will be paired and be mentored by a Lead, In Service Account Manager.
Key responsibilities for assigned customers include:
- Management of all ongoing in-service-related activities
- Monitoring and ensuring customer satisfaction
- Management of customer in-service contracts and programs including finances
- Ensuring appropriate export permitting is in place for warranty and post warranty activities
Primary Responsibilities
- Lead service activities by coordinating with cross-functional teams to develop effective solutions and ensure a seamless, global customer service experience, ensuring alignment with customer and company objectives.
- Serve as the primary Account Manager for all in-service activities, overseeing repair and service activities in partnership with coordinator teams.
- Organize program kickoffs and conduct internal meetings to communicate program requirements to stakeholders.
- Apply core project management principles to plan, execute, and monitor customer accounts while ensuring contract deliverables are met.
- Partner with Business Development to strategically manage customer accounts, forecast service needs, and create innovative service solutions. Ensure annual service renewals or new contract negotiations are forecast.
- Support the Business Development and Program Management teams to drive strategic growth and enhance the customer relationships in the region.
- Manage revenue recognition against plans and oversee customer invoicing and payment follow-ups.
- Maintain regular communications with customers to monitor developments and proactively address potential issues.
- Support customer account through active participation in trade shows, user groups, technical conferences, and other sales and technical events.
- Willingness and ability to travel internationally on short notice, with travel requirements of approximately 15% to support ongoing customer engagement and issue resolution.
Required Capabilities
- Motivated to build a career in Account Management within a fast-paced, service-oriented environment.
- Some experience in Customer support, project coordination or account administration preferably in an international context.
- Strong interpersonal and communication skills, with the ability to develop positive working relationships.
- Solid organizational and time management abilities with keen attention to detail.
- Some understanding of contract terms, conditions, and subcontract management.
- Analytical mindset for identifying issues and supporting problem resolution.
- Ability to work collaboratively in cross-functional teams, responding positively to mentorship and feedback.
Desired Education and Experiences
- Bachelor’s Degree (Engineering or Business Management field) and minimum 2 years of prior relevant experience.
- Graduate Degree and a minimum of 4 years of prior related experience.
- In lieu of a degree, minimum of 6 years of prior related experience.
- Practical knowledge of In Service Program Management experience.
- Experience in an International Government / Military environment is an asset.
- PMP certification is an asset
*This posting is for a current vacancy. In the province of Ontario, Canada, the pay range for this position will be $71000 to $121,000
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