Account Service Manager – AMER

Location:
Remote (Preferred hub locations: Toronto, Canada | Atlanta, GA | Houston, TX) Coverage: United States and Latin America Travel: Up to 25% (domestic and international across U.
S., Canada, Mexico, and LATAM) Languages Required: Fluent English and Spanish or Portuguese Mobility: Must possess valid travel documentation and the ability to travel freely between the U.
S., Canada, Mexico, and Latin American countries without restriction

About the Role
Geek+ is a global leader in Autonomous Mobile Robot (AMR) solutions for warehouse automation. We are seeking an Account Service Manager (ASM) – AMER to own and grow post-deployment customer relationships across North and South America. This is a remote, commercial, and relationship-centric role with a strong technical foundation. As the primary partner for our enterprise accounts, you will drive customer retention, service performance, escalation leadership, and service revenue growth. The ideal candidate blends executive-level communication and account management with enough technical fluency in robotics, IT, or automation to speak credibly with customer operations and technical teams.

Key Responsibilities
Account Management & Growth
• Relationship Ownership: Serve as the strategic single point of contact for assigned accounts, building trusted relationships with customer leadership and operations teams.
• Commercial Performance: Drive service revenue through SLA contract renewals, spare parts programs, system upgrades, software modifications, and professional services.
• Account Governance: Conduct regular Business Reviews (QBRs/MBRs) to track health metrics, operational performance,



and commercial opportunities.
• Financial Management: Partner with Finance to manage account profitability, quoting, purchase order management, and invoicing/collections. Technical Escalation & Issue Oversight
• Escalation Leadership: Lead critical issue management (S1/S2 events) by coordinating resolution efforts across internal Technical Support, Field Operations, Engineering, and Global HQ.
• Service Assurance: Track SLA compliance, open issues, Root Cause Analyses (RCAs), and preventive corrective actions to ensure operational excellence.
• Operational Transition: Seamlessly onboard accounts from the project implementation team into ongoing service operations. Qualifications
•

Experience:
2–10 years in account management, customer success, or client-facing service management within a technical B2B environment.
• Relationship Building & Cross-Team Communication: Proven ability to build and nurture long-term customer relationships. Exceptional verbal and written communication skills with a track record of effective cross-team collaboration across global, matrixed organizations.
• Problem-Solving

Skills:
Solid analytical and critical-thinking abilities to de-escalate customer concerns, navigate complex operational challenges, and lead issue resolution under pressure.




• Technical Credibility: Background or demonstrated literacy in robotics, warehouse automation, WMS/WES software, IT systems, or industrial engineering (engineering degree not required).
• Languages: Native/Bilingual fluency in English and either Spanish or Portuguese is required.
• Mobility & Travel: Willingness to travel up to 25%. Must possess a valid passport and the ability to travel freely across the U.
S., Canada, Mexico, and LATAM countries without restriction.
• Commercial Aptitude: Proven track record in service sales, contract negotiations, renewals, and account health management. Preferred Qualifications
• Prior experience with enterprise accounts in material handling, logistics, supply chain, or robotics.
• Experience managing cross-border LATAM customer accounts and navigating cross-cultural enterprise environments.
• Hands-on experience managing service contracts, SLAs, and technical CSAT metrics. What Success Looks Like
• Customer Retention & Relationship Health: Strong, trusted relationships with key client decision-makers and high overall customer satisfaction.
• Seamless Cross-Functional Alignment: Effective communication and collaboration between customer teams and Geek+'s internal engineering, product, field service, and regional sales groups.
• Proactive Problem Solving & Escalation Leadership: Swift, structured resolution of critical issues (S1/S2), driving thorough root-cause analyses and preventing recurrence.
• Account Growth: On-time SLA renewals and measurable service revenue expansion across assigned accounts.

📌 Account Service Manager – AMER (Canada)
🏢 Geek+
📍 Canada