Bakker & Partners is partnering with our client, a renowned international technology supplier to find a
Global Strategic Service Account Manager
The Strategic Service Account Manager is the strategic owner of the after-sales relationship for one or more assigned key customers. Acting as the customer’s primary point of contact for all service-related matters, the SSAM is responsible for maximizing customer satisfaction while driving sustainable service business growth throughout the entire equipment lifecycle.
The role serves as the single interface between the customer and our client’s global service organization, coordinating activities across Service Sales, Customer Support, Engineering, Field Service, Spare Parts, Project Management and local entities to ensure an outstanding customer experience.
The Strategic Service Account Manager develops long-term partnerships, identifies lifecycle opportunities, promotes our client’s digital service offerings, and ensures customers obtain maximum value from their installed equipment.
1. Customer Ownership & Relationship Management
- Own the global service relationship for assigned key accounts throughout the equipment lifecycle
- Act as the primary customer contact for all service-related matters
- Develop trusted relationships with customer stakeholders at operational, technical and management levels
- Build and execute strategic account plans aligned with customer business objectives
- Coordinate service activities across all client’s organizations supporting the customer worldwide.
- Ensure a seamless transition from New Equipment projects into Lifecycle Service ownership
- Act as the customer’s advocate within our client while balancing commercial objectives
- Serve as the first point of escalation for service-related issues and coordinate internal resolution.
2. Service Sales & Business Development
- Drive profitable service growth across the complete client’s service portfolio: Spare Parts, Repairs, Field Service, Preventive Maintenance, SLAs, Maintenance Contracts, Health Checks, Upgrades & Modernizations, Digital Solutions, Training and Lifecycle Consulting
- Identify and develop new service opportunities within the installed base
- Prepare technical and commercial quotations
- Develop lifecycle sales strategies for key customers
- Manage and maintain a healthy CRM opportunity pipeline
- Negotiate commercial conditions, scope and delivery expectations
- Deliver assigned Order Intake, Revenue and Profitability targets
- Support forecasting and budgeting activities.
3. Technical Consulting & Customer Support
- Develop a strong understanding of our client’s technologies and customer processes
- Provide first-level technical guidance to customers
- Translate customer needs into internal technical solutions
- Coordinate technical expertise from Engineering, Product Management and Field Service
- Ensure timely and professional responses to technical enquiries
- Support troubleshooting discussions when required
- Promote best practices to improve equipment reliability, performance and productivity.
4. Cross-Functional Project Coordination
- Coordinate activities between Sales, Service, Engineering, Customer Support, Procurement and Project Management
- Ensure smooth execution following order intake through structured project handovers
- Monitor execution progress of strategic service projects
- Ensure customer commitments regarding quality, cost and delivery are achieved
- Facilitate communication between local internal organizations supporting global customers.
5. Digitalization & Customer Engagement
- Promote adoption of our client’s digital service platforms and connected services
- Drive customer onboarding to our client’s digital portals
- Support implementation of digital monitoring and predictive maintenance solutions
- Increase customer awareness of our client’s digital service capabilities
- Identify opportunities to improve customer experience through digital tools.
6. Strategy, Continuous Improvement & Market Intelligence
- Execute the regional and global Service Sales strategy
- Develop long-term lifecycle strategies for assigned accounts
- Gather structured market intelligence on competitors, customer needs and industry trends
- Identify opportunities for new service products and business models
- Report customer complaints and support corrective actions
- Contribute to continuous improvement of internal service processes
- Maintain accurate Installed Base (IBASE) and CRM data.
The profile
- Bachelor’s degree in Mechanical Engineering, Industrial Engineering or a related technical discipline (or equivalent experience)
- Minimum of +5 years’ experience in Service Sales, Technical Sales, Aftermarket or Customer Support within industrial equipment. Pharmaceutical or industrial manufacturing experience preferred. Proven Global Strategic Account Manager experience
- Strong relationship-building abilities with experience engaging multiple internal & external stakeholders in complex technical customer matrix organizations
- A consultative, solution-oriented strategical service sales approach, acting as a trusted partner rather than a transactional salesperson, ability to influence without direct authority
- Self-driven, disciplined, and comfortable working independently with 20-25% travel, HQ is in the Antwerp area
- Commercially minded with a proactive and results-oriented attitude
- Analytical problem-solving skills, high ownership and accountability
- Fluent in English. Additional regional languages are an asset
- Pragmatic, hands-on professional with a no-nonsense mentality and a strong drive to succeed.
The offer
Our client offers a highly engaging and challenging position with opportunities for independence and personal input. As Strategic Service Account Manager, you will have a challenging role with impact, where you will have the opportunity to further grow one of the largest Key Accounts. You will be joining a growing company with a healthy dose of ambition. Our client has an open and informal culture, with short decision-making lines and a high degree of responsibility for the business units and lines. Initiative and entrepreneurship are strongly encouraged.
Our client offers an attractive salary package with extensive fringe benefits. What’s more, you will be joining a company that invests in your personal development and offers opportunities for growth. There are flexible hours with the option to work from home. 20 statutory vacation days + 12 ADV.
