Senior Service Account Manager

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 customer 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, manage, and drive 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 of 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.
• Plan and schedule planned and unplanned 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:

• 8 years of Account Management experience with a bachelor's degree; or 6 years and a Master’s degree; or a PhD with 3 years experience
• 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). 
• 401K employer matching. 
• Comprehensive medical, dental, and vision plans for employees and family. 
• Flexible Spending Account. 
• Company-paid Life insurance, Short- and Long-term disability insurance. 
• Generous holiday allowance. 
• Flexible time off plus sick leave. 
• Reimbursement for home office equipment, phone, and internet expenses.