Hybrid Key Account Manager

at Körber

• Job title: Key Account Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Tech skills: IoT
• Location requirements: Hybrid, Irving, United States

About the role

• Service Key Account Manager managing client relationships and driving service revenue in parcel automation. Collaborating with teams to deliver effective solutions and proposals.

Responsibilities

• Build and maintain relationships with clients for service and hotline contracts; operational and maintenance programs; modernization projects (replacement, retrofit, refurbishment); training; on-site service activities; and spare parts sales
• Partner with leaders to grow the spares business and deliver lifecycle value through parts, upgrades, and service offerings
• Serve as the primary point of contact and escalation for all service-related client matters
• Develop a deep understanding of key account needs and serve as a trusted advisor on operations and service solutions
• Manage existing accounts and develop new business through prospecting, qualification, proposals, and closing activities
• Lead strategies for profitable penetration into new or existing market segments within policy guidelines
• Coordinate and collaborate with Parcel and Automation business units and functions to plan and execute modernization go-to-market strategies
• Analyze client and market data to inform customer relationship management, pipeline health, and forecasting
• Monitor competition by gathering current information on pricing, products, delivery schedules, and selling approaches
• Partner with the Director of Customer Service to shape solutions, proposals, and commercial terms
• Prepare and maintain accurate CRM records, including opportunities, activities, quotes, and status updates
• Lead the creation of service and modernization proposals in collaboration with the Bid Team and internal stakeholders
• Work in close partnership with the Customer Service Manager to ensure customer success; coordinate on contract performance, incident resolution, resource planning, and escalation management, aligning commercial objectives with operational delivery
• Coordinate with cross-functional teams to ensure a smooth post-go-live transition and provide structured customer feedback to Product and Engineering to inform product development
• Collaborate with Engineering to perform on-site assessments of customer installations
• Analyze system condition, obsolescence risks, and performance gaps to identify retrofit, upgrade, and modernization potential, and translate findings into actionable proposals and business cases
• Drive Predictive Maintenance and Service 4.0 initiatives to adopt digital service solutions, including predictive maintenance, remote monitoring, and IoT-based analytics
• Collaborate with departments to implement data-driven maintenance strategies that reduce downtime, optimize asset performance, and deliver measurable customer value
• Follow all standard operating procedures and safety requirements when on customer sites, including required PPE use and incident or near-miss reporting
• Perform other duties as assigned

Requirements

• Bachelor’s degree in an engineering-related field preferred, or an equivalent combination of education and experience
• Minimum of 3 years’ successful technical sales experience
• Minimum of 5 years’ experience in parcel logistics, warehouse, or industrial automation preferred
• Demonstrated success managing conceptual and solution-based selling cycles
• Proven ability to identify opportunities, negotiate terms, and close profitable deals while minimizing risk
• Strong communication, organization, and presentation skills with the ability to engage at all levels, including executive audiences
• Excellent cross-functional communication skills with the ability to clearly convey complex technical and strategic information to both technical and non-technical audiences
• Commitment to outstanding customer service and the ability to build trusted client relationships
• Experience tracking and managing sales activity in a CRM, preferably Salesforce or a similar system
• Ability to collaborate effectively across service, engineering, project management, and operations teams
• Solid technical understanding of automated material handling systems (e.g., conveyors, sorters, AMRs, and WMS/WCS interfaces) in parcel and warehouse automation environments
• Ability to interpret engineering documentation, perform basic system assessments, and discuss technical solutions with customers and internal teams
• Ability to work effectively under pressure, manage escalations, and lead resolution during critical incidents
• Comfortable navigating change, ambiguity, and shifting priorities in a dynamic business and technology landscape
• Strong financial acumen to evaluate business cases, assess ROI for modernization projects, and manage service contract profitability
• Ability to identify process gaps and drive continuous improvement initiatives to enhance service delivery, efficiency, and customer experience
• Understanding of project execution and project management principles
• Demonstrated ability to lead and grow technical teams, with strong coaching, delegation, and organizational leadership skills
• Willingness to travel 70%+ as business needs require
• Eligible applicants must be currently authorized to work in the United States on a full-time basis. The employer will not sponsor applicants for work visas for this position.

Benefits

• Flexible work environment that supports your work-life balance
• Paid time off for parental leave and 22+ days off for personal time and holidays
• Access to medical, dental, and vision insurance plans with FSA or HSA options
• 401(k) plan with a company match up to six percent
• Several company-paid benefits, including vision insurance, short and long-term disability and basic life insurance plans, and educational and employee assistance programs