Director Service and Sales - Customer Service

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 and WCS for B2B and B2C 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

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.

• 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.

• 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.

• 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, elevate issues proactively, and ensure resolution aligns with contractual and performance expectations.

• 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.

• Bachelor’s degree in Business Administration, Engineering or related field required. MBA preferred.
• 5+ years of experience in sales, service, or operations leadership,…