Director Service and Sales - Customer Service

unlimited holidays - extra holidays - extra parental leave
Work set-up: 
Full Remote
Contract: 
Experience: 
Senior (5-10 years)
Work from: 

Offer summary

Qualifications:

Bachelor's degree in Business Administration, Engineering, or related field; MBA preferred., At least 5 years of experience in sales, service, or operations leadership, preferably in material handling or industrial automation., Proven experience managing customer relationships and service teams., Strong understanding of service contracts, operational SLAs, and revenue management..

Key responsibilities:

  • Lead and grow the customer service sales and service delivery portfolio.
  • Manage customer relationships, renewals, upsells, and contract negotiations.
  • Oversee service execution, ensuring SLAs and KPIs are met.
  • Drive operational efficiency and develop long-term service strategies.

KNAPP North America logo
KNAPP North America XLarge http://www.knapp.com/
5001 - 10000 Employees
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Job description

WHO WE ARE

 At KNAPP (pronounced K-NAP, not Nap!), we “Make Complexity Simple” by offering intelligent solutions for digitizing and automating everything from production and distribution to the last mile and stores. We are the customer’s value tech chain partner, which means partnering with the customer to create the most value within each link in their supply chain. Leveraging the latest software, AI and Robotics technology, we continue to disrupt the logistics automation industry for the world’s industry leaders in grocery, healthcare, retail, e-commerce, apparel & manufacturing.
 
We are a global company with our US headquarters located just North of Atlanta in Kennesaw, GA. KNAPP specializes in automated solutions for both WMS (Warehouse Management Systems) and WCS (Warehouse Control Systems) for B2B (Business to Business) and B2C (Business to Consumer) customers. We are a growing company of over 7,200 employees worldwide and in over 50 countries that is privately held, with 7% of our revenue reinvested in R&D, ensuring a strong and vibrant future! Join us and see how you can help change the world! For more information, visit www.knapp.com..

WHAT YOU GET TO DO

The Director Sales and Service – Customer Service is a dynamic and result driven leader who will lead and grow the customer service sales and service delivery portfolio. This role will drive post-sales revenue, enhance service delivery performance, develop customer relationships, and manage a high-performing team across service accounts and strategic programs.

Essential Functions and Responsibilities:

To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sales & Account Management:

  • Own the commercial relationship for assigned service customers, including renewals, upsells, and contract negotiations (maintenance, resident, spare parts, etc.).
  • Develop and implement strategies to drive profitable growth in service revenue across the North American region.
  • Oversee account managers and ensure customer satisfaction, retention, and expansion.
  • Collaborate with internal sales and project execution teams to transition customers smoothly from project go-live to ongoing service engagement.

Service Delivery & Operations:

  • Oversee service execution across assigned accounts, including resident maintenance teams, field service visits, and spare parts delivery.
  • Partner with service delivery leads to ensure SLAs are met, KPIs are tracked, and service excellence is delivered consistently.
  • Drive operational efficiency and standardization across service delivery teams.

Leadership & Strategy:

  • Lead, coach, and develop a team of Account Managers, Service Level Managers, and support personnel.
  • Partner with the VP of Customer Service and cross-functional stakeholders to define long-term service strategies.
  • Champion customer feedback, escalate issues proactively, and ensure resolution aligns with contractual and performance expectations.

Financial & Business Management:

  • Own P&L accountability for assigned service contracts and drive margin improvement initiatives.
  • Support budget planning, forecasting, and reporting activities tied to service performance and sales targets.
  • Own the full commercial performance of the Customer Service Sales & Service organization, driving year-over-year growth in revenue, gross margin, and customer retention.
  • Develop and execute strategic plans to increase service revenue YoY, including upselling initiatives, contract scope expansions, and new service offerings (e.g., digital monitoring) 
  • Set and manage annual sales targets and KPIs for account management and service sales teams aligned with corporate growth goals.
  • Collaborate with Finance and the VP of Customer Service to conduct quarterly business reviews, budget tracking, and forecasting exercises that align with long-term financial plans.
  • Monitor customer-level P&L performance and drive continuous improvement in contract profitability and renewal rates.
  • Oversee the implementation of pricing strategies and contractual mechanisms to protect and grow margin across all service offerings.
  • Support the development of business cases for new services or customer programs, ensuring ROI and scalability.

WHAT YOU HAVE

  • Bachelor's degree in Business Administration, Engineering  or related field required. MBA preferred.
  • 5+ years of experience in sales, service, or operations leadership, preferably in the material handling, industrial automation, or intralogistics industries.
  • 5+ years’ experience directly managing a team.
  • Proven track record of managing customer relationships, service teams, and business growth.
  • Strong understanding of service contracts, operational SLAs, and revenue management.
  • Excellent leadership, communication, and organizational skills.

Working Conditions and Environment:

  • Travel required up to 25% of the time
  • Authorization to work in the U.S.
  • Passport or ability to obtain passport
  • Professional office etiquette is required at all times
  • Ability to travel by air both domestically (US) and internationally (primarily Austria and Canada).
  • Physical requirements: sitting for long periods of time, standing, walking, climbing a ladder, speaking, visual acuity, finger dexterity, listening, reaching at arm’s length, and lifting up to 50 pounds.

WHAT YOU WILL GET

  • 2 remote days per week
  • Half day Fridays
  • A beautiful new, state-of-the-art, office complex in Kennesaw, GA
  • Industry competitive compensation
  • Great benefits with better than average employer contributions, including health, dental, vision, life insurance, Flexible Spending Accounts, Short & Long Term Disability and more!
  • 401k with a very generous employer match and no vesting!
  • Paid Vacation & Holidays
  • Profit Sharing
  • Paid Parental Leave
  • Subsidized Daycare
  • Tuition Reimbursement
  • Pet Insurance
  • Subsidized food delivery
  • Monthly celebrations
  • Quarterly employee events
  • Corporate Social Responsibility including recycling, sustainability and volunteering

 

KNAPP is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, age, national origin, veteran, disability status or any other basis protected by law. 

Due to the safety-sensitive nature of this position, strict adherence to KNAPP’s drug-free workplace policy is required.  All candidates will be subject to drug-screening in accordance with the policy and will be expected to remain drug-free during their employment. There will be no exception if recreational or medical use of marijuana is permitted in the location of employment and/or residence or if use of marijuana is only during “off-hours.”

Required profile

Experience

Level of experience: Senior (5-10 years)
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Other Skills

  • Leadership
  • Organizational Skills
  • Team Management
  • Communication

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