Account Delivery Manager - USA

Own the customer relationship

• Own a portfolio of customers end-to-end, building a deep understanding of their business model, technical environment and commercial goals;
• Act as the primary point of contact for operational and technical stakeholders, ensuring their priorities and our platform stay aligned;
• Handle straightforward commercial topics directly, and partner with Business specialists on contract negotiations, expansion and C-level relationships.

Run service delivery and operations

• Own incident and escalation management end-to-end - from SLA tracking and governance of open items to direct, hands-on resolution of service requests where your involvement is the fastest path to a customer outcome;
• Manage the onboarding of new customers in collaboration with AMPECO’s experts;
• Run a clear cadence of operational reviews, status updates and account health checks so nothing drifts.

Orchestrate the specialists supporting you

• Know when, how and why to pull in Business or Technical specialists - and provide the needed context so they can address the request of the customer quickly;
• Translate customer needs into structured requirements, then work with product, engineering and solution teams to assess feasibility, scope and timelines;
• Keep internal stakeholders aligned and the customer informed throughout cross-functional delivery.

Advise and shape the product

• Act as a trusted advisor on day-to-day product use and adoption, and signal expansion opportunities as they emerge;
• Surface customer feedback, recurring patterns and product gaps to internal stakeholders so we keep improving the platform;
• Stay current on eMobility, EV charging trends and our evolving product capabilities.

• 3+ years in a customer-facing role at a software company - Account Management, Technical Account Management, Customer Success, Service Delivery or similar. B2B SaaS or complex B2B products preferred;
• A track record of building strategic relationships with both operational and technical stakeholders;
• Solid technical fluency: you can reason about software architecture, integrations and SaaS platforms, and translate between business and technical conversations;
• Strong project management and coordination skills, with experience driving cross-functional delivery against deadlines;
• Comfort in orchestrating internal experts and aligning multiple parties around a common goal;
• A growth mindset - you pick up new skills as the role and product evolve;
• Fluent written and spoken English.