Service Key Account Manager

POSITION OVERVIEW

We are seeking a Service Key Account Manager to serve as the primary relationship owner and service liaison for SMA America's largest and most strategic utility-scale partners. This role is responsible for managing operations across all levels of the customer organization, from entry-level field teams to C-suite leadership, ensuring seamless coordination of service activities, proactive performance monitoring, and a consistently exceptional customer experience. The Service Key Account Manager serves as a critical connector between the customer and SMA's internal teams, driving accountability, alignment, and long-term partnership success.

This position is a backfill for an existing role within the Utility Service and Customer Service department and reports directly to the Director of Service Key Account Management. The role follows a hybrid work model for candidates local to Roseville, CA, and a fully remote work model for candidates outside the area. *Local is defined as within 45 miles of our office located at 3925 Atherton Rd, Rocklin, CA 95765.

PRIMARY DUTIES / RESPONSIBILITIES

Account Management and Customer Relationships

• Manage comprehensive service activities for one or more of SMA America's top strategic customers across all organizational levels
• Develop a thorough understanding of each customer's service strategy, priorities, and organizational structure
• Establish and foster key account partnerships built on trust, transparency, and long-term cooperation
• Maintain excellent customer service across all interactions including meetings, calls, emails, and on-site visits

Performance Monitoring and Internal Coordination

• Analyze data and track customer field activities to identify trends, gaps, and opportunities
• Actively monitor service performance and facilitate cross-functional involvement when appropriate
• Partner with engineering, purchasing, sales, project management, and senior leadership to ensure customer needs are met efficiently
• Coordinate with SMA global key account managers on relevant account activities and report on key developments

Strategic Planning and Process Improvement

• Develop annual service plans aligned with the customer's service strategy
• Assist in drafting the service portions of framework agreements with a focus on global consistency and regional applicability
• Drive R&D resourcing focus to achieve improvements in quality and uptime based on key account requirements
• Implement and continuously improve internal processes to support account performance and scalability
• Other duties as assigned

REQUIRED QUALIFICATIONS

• Bachelor's degree in engineering, business, or a related field is preferred; equivalent experience will be considered
• Minimum of 5 years of experience in utility-scale solar or a related energy industry
• Proven track record managing key customer accounts in a service or technical capacity
• Strong background in electrical engineering systems including AC and DC theory and electromagnetism
• Proficiency with Microsoft Office Suite, Salesforce, SAP, Monday.com, Power BI, and SharePoint
• Strong written and verbal communication skills in English
• Excellent presentation, negotiation, and organizational skills
• Valid driver's license and acceptable driving record required
• Ability to travel domestically up to 25%

PREFERRED QUALIFICATIONS

• Bilingual proficiency in Spanish or German is strongly preferred
• Experience with data analysis and analytics in a service or account management context
• Knowledge of National Electric Code and solar or alternative energy markets
• Experience working with C-suite and senior leadership stakeholders
• Familiarity with SCADA or monitoring platforms used in utility-scale environments

WE OFFER

• Base salary range of $105,000 to $130,000 annually, dependent on experience
• Comprehensive benefits including health, dental, and vision coverage, including $0 premium options
• Hybrid work schedule for local candidates; fully remote for candidates outside the Roseville, CA area*
• 401(k) plan with company match
• Opportunities for professional development and training
• Inclusive, collaborative, and innovative work environment

*Local is defined as within 45 miles of our office located at 3925 Atherton Rd, Rocklin, CA 95765.