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Exotec is a leading robotics company revolutionizing warehouse automation and order fulfillment for major retail and e-commerce brands globally. As a Service Account Manager based in Tokyo, you will be the trusted partner for Exotec's most strategic customers in Japan, combining account management, operational consulting, and technical sales expertise.
You will develop deep relationships with key customer stakeholders and operational teams, understanding their processes, business objectives, and future challenges. Your role is to ensure customers maximize the performance and value of their Exotec robotic systems throughout their lifecycle, acting as the primary contact for service agreements, KPIs, and commercial matters.
Key responsibilities include:
- Building and maintaining strong relationships with key customer stakeholders
- Understanding customer operations, processes, and future business needs
- Serving as primary contact for service agreements, KPIs, and commercial topics
- Ensuring contractual commitments and service levels are met
- Monitoring customer satisfaction and identifying improvement opportunities
- Supporting site teams in delivering excellent operational performance
- Managing third-party service providers when required
- Contributing to service, reliability, and maintenance best practices
- Forecasting account performance and supporting budget planning
- Identifying opportunities to improve account profitability and customer value
This role combines elements of account management, operational consulting, and technical sales, requiring you to translate complex customer needs into solutions while maintaining a commercial mindset focused on account growth and profitability.
Requirements:
- Experience in account management, customer success, consulting, logistics, automation, or technical sales
- Strong customer-facing and relationship-building skills
- Ability to understand complex operational processes and translate customer needs into solutions
- Commercial mindset with strong analytical and problem-solving abilities
- Experience in logistics, warehousing, supply chain, or industrial automation (preferred)
- Native-level Japanese required
- English proficiency beneficial but not essential
