Senior Service Account Manager - APAC

Your Mission:

• Ensure general customer satisfaction with Energy Vault products and services.
• Complete understanding of the original project delivery and the long-term-service-agreement (LTSA) contracts.
• Address customer issues in a timely manner.
• Hold periodic meetings with customers and appropriate internal stakeholders (typically bi-weekly service updates, and quarterly operations updates).
• Manage and coordinate site activities with the customer, service support resources, and vendors.
• Creating, managing, and driving service tickets to closure in a timely manner. 
• Drive assigned parties to perform necessary tasks to support and resolve service tickets expeditiously.
• Monitor and provide periodic P&L reports on the financial performance of the LTSA contracts.
• Identify and report project issues that can result in financial risks.
• Assist Sales with best terms and practices for new service opportunities.
• Determine if service issues are covered under warranty per the contract.
• Create and manage change-orders to existing contracts for additional works and services not covered by warranty in the LTSA contracts.
• Create purchase requests for material and vendor services.
• Maintain a running schedule of all planned maintenance services.  Schedule and manage all planned and unplanned maintenance services.
• Coordination of site works with the Field Service team, equipment suppliers, and 3rd party service providers.
• Ensure timely payment of outstanding customer invoices.
• Ensure internal resources accurately bill time worked on projects.
• Manage accurate inventories of spare parts.  Manage periodic inventory inspections with Field Service.
• Work closely with numerous internal Energy Vault departments to communicate lessons learned and improved ways of working (Field Service, Technical Support, Product Engineering, Software Engineering, Procurement, Accounting, etc.).

Your Background:

• 5+ years of experience in account management, customer service, or service operations within the energy, renewable energy, or energy storage industry.
• A general technical understanding of the equipment used in energy storage projects is desirable.
• Strong background in managing customer relationships, ensuring contract compliance, and driving customer satisfaction.
• Experience working with global customers and vendors, demonstrating the ability to navigate cultural and regional differences in service expectations and business operations.
• Proven ability to manage long-term service agreements (LTSAs), including warranty claims, maintenance planning, and billing processes.
• Proficiency using common PC applications such as Word, Excel, Power Point, etc.
• Experience in financial management of service contracts, including P&L oversight and revenue forecasting.
• Familiarity with field service operations, coordination of site work, and managing third-party service providers.
• Exceptional communication and interpersonal skills, with a strong ability to collaborate across internal teams and external stakeholders.
• Problem-solving mindset with the ability to analyze service issues and implement proactive solutions.
• Strong organizational and project management skills, with the ability to prioritize competing demands effectively.
• High attention to detail and a commitment to quality service delivery.
• Expected travel: Up to 10% domestic and/or international travel as needed to support customer service and operational needs.
• Comfortable thriving in fast-paced, rapid growth environments.
• A passion for sustainability, our mission, and our vision is a bonus!

Benefits of Powering the Future with Energy Vault:

• Annual bonus plan.
• Restricted Stock Units (RSUs).
• Reimbursement for approved home office equipment.
• Reimbursement for home internet, including mobile phone, up to AUD $85 per month.
• Wellbeing Leave.
• Employee Assistance Program.
• Access to novated leasing.
• Option to purchase additional leave.