Account Delivery Manager

**Position Overview**:
The Account Delivery Manager / Physical Security, builds and maintains positive working relationships with an assigned group of customers, ensuring efficient contract processing, invoicing, payment processing and service delivery. Coordinates response to service-related issue evaluation and resolution. Monitors Account Delivery Management by analyzing sales and service performance data and SLA’s. Engages with customers, in person or remotely, and represents the company in all product retention situations. Coordinates appropriate and effective engagement between customers and company service providers (internal techs/external subs) and ensures ongoing and high levels of customer satisfaction. Primary products supported are Vault, Pneumatic Tube Systems, and Locksmithing. Subject matter expert for Physical Security Products and Services.

**Key Responsibilities**:

- Responsible for customer account management in medium-sized business markets.
- May support more senior Account Delivery Management Consultant with management of large accounts.
- Develops customer relationships as a trusted advisor, providing business and product expertise and exceptional customer support.
- Primary products supported are Vault, Pneumatic Tube Systems, and Locksmithing. Subject matter expert for Physical Security Products and Services.
- Informs customers of various DN products, features and optimizations.
- Provide product upgrades and quotes for new services as the need arises.
- Works closely with field service partners (Branch Service Managers, Resource Schedulers, Field Service Supervisors) to ensure SLA’s Metrics are met.
- Respond to customer escalations on aging service calls, parts backorders, and emergency service request.
- Manage project deliverables (preventive maintenance, SD box drilling projects, and entry door keyway replacements)
- Solicits customer feedback and works internally with product, sales and marketing to ensure understanding of customer needs and priorities.
- Identifies areas for improvement with internal teams to ensure customers have access to required product experts and resources.
- Utilize performance and analytics tools to identify performance issues and create remedy plans for the customer.
- Present monthly/quarterly business review to the customer and internal stakeholders.
- Proactively meets with customers to review DN’s actual versus anticipated service levels.
- Addresses issues and ensures go-forward compliance with agreed-upon standards and expectations.
- Develops ongoing business relationships with key customer technical and managerial stakeholders.
- Impacts overall team effectiveness.
- May provide informal support to less experienced team members.

**Required Qualifications**:

- University degree and 4+ years’ relevant experience OR equivalent combination of education and experience.
- Experience supporting primary products preferred: Vault, Pneumatic Tube Systems, and Locksmithing.
- Subject matter expert for Physical Security Products and Services.
- Customer Focus
- Contract Management Skills
- Analytic and reporting skills.
- Intermediate Excel and PowerPoint skills.
- Ability to manage multiple concurrent objectives, projects or activities, making effective judgments as to prioritizing and time allocations.
- Knowledge and ability to utilize tools, techniques and processes for gathering and reporting data.
- Ability to explore customers’ underlying issues and needs that suggest broader solutions

**Requisition Employer Description**:

- Why should you join Diebold Nixdorf?_
- Brightest minds + technology and innovation + business transformation The people of Diebold Nixdorf are 23,000+ teammates of diverse talents and expertise in more than 130 countries, harnessing future technologies to deliver personalized, secure consumer experiences that connect people to commerce. Our culture is fueled by our values of collaboration, decisiveness, urgency, willingness to change, and accountability._
- Diebold Nixdorf is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status._

Areas of InterestField Service Technicians

Experience LevelMid-Senior Level Associate

CountryCanada

Primary LocationMississauga, Ontario, Canada

Remote - Work from HomeYes