Customer Care Manager

Customer Care Manager – KNAPP North America

Join to apply for the Customer Care Manager role at KNAPP North America
.

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, partnering with the customer to create maximum 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 headquarters in Kennesaw, GA, employing over 7,200 people worldwide.

The Customer Care Manager serves as the client’s primary business contact and is responsible for client satisfaction. This role requires proven experience and understanding of logistics management processes. Responsibilities include preparation, oversight, and negotiation of technical and complex quotes for our automated logistics systems and underlying controls of $3 million USD or higher, including project enhancements, upgrades, change requests, and services per customer requests.

• Strategically plan the budget and business needs for service accounts.
• Forecast quarterly and fiscal year for all accounts.
• Conduct regular account reviews with customers.
• Identify opportunities for account growth, including upselling or cross‑selling service offerings.
• Handle escalations and complex service issues with professionalism and urgency.
• Responsible for the Service Operations team while overseeing maintenance contracts and hotline concerns.
• Serve as the account liaison, responsible for all client communications, conflict resolution, and compliance on deliverables.
• Responsible for project management of enhancements and upgrades, overseeing invoicing and maintenance projects.
• Build a strong partnership with internal Sales and other internal partners.
• Operate as the lead point of contact for all matters specific to our customers, building and maintaining strong, long‑lasting relationships.
• Ensure timely and successful delivery of solutions tailored to customer needs and objectives, developing strategic initiatives and diligently following up.
• Manage projects and enhancements.
• Forecast and track customers’ upgrade needs.
• Forecast upgrade and enhancements budget and keep it up to date throughout the fiscal year.
• Act as escalation point where needed in addition to service operations.
• Work closely with the Austrian headquarters and other subsidiaries.

• Bachelor’s degree in Business or Technical studies preferred.
• 3+ years of account management or customer service experience.
• Previous experience in account management, material handling, sales, and working with international teams.
• Experience delivering client‑focused solutions based on customer needs.
• Bilingual (English/German) preferred but not required.
• Proven ability to manage multiple projects simultaneously with high attention to detail.
• Excellent listening, negotiation and presentation skills.
• Excellent verbal and written communication skills.
• Experience with SAP, ERP, CRM tools and code creation preferred.

• Domestic and international travel required (at least 30%).
• Authorization to work in the U.S.
• Passport or ability to obtain a passport.
• Professional office and customer site etiquette required at all times.
• Physical requirements may include sitting, standing, walking, speaking, visual acuity, finger dexterity, hearing, reaching, and lifting up to 30 pounds.

• 2 remote days per week.
• Half‑day Fridays.
• A new, state‑of‑the‑art office complex in Kennesaw, GA.
• Industry‑competitive compensation.
• Great benefits with employer contributions, including health, dental, vision, life insurance, flexible spending accounts, short & long‑term disability, and more.
• 401(k) with generous employer match and no vesting.
• Paid vacation & holidays.
• Profit sharing.
• Paid parental leave.
• Subsidized daycare.
• Tuition…