Customer Account Manager

About the role

This Customer Account Manager position reports to the White Glove Customer Support Leader and leads a team of administrators and specialists who handle and coordinate customer support processes in local sales units, from customer inquiry to product delivery and after-sales service. The role covers the full sales process, sets and reviews customer service strategy, and works with business counterparts to improve operational excellence and customer satisfaction. It is onsite in Mebane, NC, with 20% domestic and international travel.

Key responsibilities

• Manage strategic customer accounts and order fulfillment, control backlogs, optimize delivery performance and align with ABB quality standards and customer commitments.
• Lead cross-functional communication and issue resolution with sales, operations, factories, logistics and customers, resolving escalations and supporting long-term account success.
• Drive continuous improvement by coordinating stakeholders to streamline processes and implement best practices across the customer lifecycle.
• Oversee post-sales support, claims management and order execution, handling expedites, cancellations, account issues and quality concerns.
• Monitor account performance through KPI management and forecasting, run business reviews with customers and manufacturing sites, and deliver insights to mitigate risks.

Required profile

• Bachelor's degree required; engineering focus preferred.
• 8+ years of experience in manufacturing, project management, planning and/or operations.
• Proficiency in English; Spanish is a plus.
• Willingness to travel up to 20% of the time (about twice a month) domestically and internationally, with a valid passport.
• Permanent work authorization to work for ABB in the US.

Required skills

• Microsoft Excel and PowerPoint.
• SAP/AMSAP systems.
• Preferred: Power BI, Salesforce, EDI, EWM, Empower, Resilience, COBOL, Shop Floor Control (SFC).

What we offer

• Health, dental and vision plans, life insurance, short- and long-term disability coverage, and supplemental benefits.
• 401(k) savings plan with company contributions and an Employee Stock Acquisition Plan.
• Paid parental leave, 11 paid holidays and vacation for salaried exempt positions.
• Employee assistance program, employee discount program and paid time off.