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Senior Service Account Manager

Remote: 
Full Remote
Contract: 
Full time
Work from: 
China, Australia, United Kingdom, Switzerland

Offer summary

Qualifications:

Bachelor's degree with 8 years of related experience, or a Master's degree with 6 years, or a PhD with 3 years of experience., Experience in account management, customer service, or service operations within the energy or renewable energy sector., Strong background in managing customer relationships and ensuring contract compliance., Proficiency in financial management of service contracts, including P&L oversight..

Key responsabilities:

  • Serve as the primary point-of-contact for customers operating Energy Vault battery energy storage systems.
  • Manage customer relationships and ensure satisfaction with Energy Vault products and services.
  • Oversee service ticket management, warranty repairs, maintenance planning, and billing processes.
  • Coordinate site activities with customers, service support resources, and vendors to resolve service-related issues.

Energy Vault logo
Energy Vault Scaleup http://www.energyvault.com
51 - 200 Employees
See all jobs

Job description

Our Company
Welcome 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 improved ways of working (Field Service, Technical Support, Product Engineering, Software Engineering, Procurement, Accounting, etc.)

    • Your Background:
  • 8 years of related experience with a bachelor's degree; or 6 years and a Master’s degree; or a PhD with 3 years experience
  • Related experience is in account management, customer service, or service operations within the energy, renewable energy, or energy storage industry.
  • A general technical understanding of the equipment used in energy storage projects is desirable.
  • Strong background in managing customer relationships, ensuring contract compliance, and driving customer satisfaction.
  • Experience working with global customers and vendors, demonstrating the ability to navigate cultural and regional differences in service expectations and business operations.
  • Proven ability to manage long-term service agreements (LTSAs), including warranty claims, maintenance planning, and billing processes.
  • Proficiency using common PC applications such as Word, Excel, Power Point, etc.
  • Experience in financial management of service contracts, including P&L oversight and revenue forecasting.
  • Familiarity with field service operations, coordination of site work, and managing third-party service providers.
  • Exceptional communication and interpersonal skills, with a strong ability to collaborate across internal teams and external stakeholders.
  • Problem-solving mindset with the ability to analyze service issues and implement proactive solutions.
  • Strong organizational and project management skills, with the ability to prioritize competing demands effectively.
  • High attention to detail and a commitment to quality service delivery.
  • Expected travel: Up to 10% domestic and/or international travel as needed to support customer service and operational needs.
  • Comfortable thriving in fast-paced, rapid growth environments.
  • A passion for sustainability, our mission, and our vision is a bonus!

    • Benefits of Powering the Future with Energy Vault:
  • Annual bonus plan. 
  • Restricted Stock Units (RSUs). 
  • 401K employer matching. 
  • Comprehensive medical, dental, and vision plans for employees and family. 
  • Flexible Spending Account. 
  • Company-paid Life insurance, Short- and Long-term disability insurance. 
  • Generous holiday allowance. 
  • Flexible time off plus sick leave. 
  • Reimbursement for home office equipment, phone, and internet expenses. 
    • #LI-remote #LI-CG1

    Join Us in Empowering Change 

    At Energy Vault we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants. We believe inclusion creates opportunity for collaborative excellence through diversity of thought. We invite individuals of all genders, races, identities, ethnicities, sexual orientations, national origins, abilities, protected veteran status, religions, educational and socioeconomic backgrounds to explore employment with our organization.

    Apply now and become a catalyst for change at Energy Vault! 

    Required profile

    Experience

    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Account ManagementContract ManagementService ManagementProject ManagementThermal Energy StorageFinancial ManagementSocial SustainabilityMicrosoft Dynamics 365 Field ServiceCultural Studies

    Other Skills

    • Customer Service
    • Technical Curiosity
    • Organizational Skills
    • Social Skills
    • Problem Solving
    • Detail Oriented
    • Collaboration
    • Communication
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