Ocado Intelligent Automation (OIA) is a technology-led, global software and robotics business providing global customers with Ocado’s world-leading MHE and our unique operational knowledge.

We are seeking a dedicated and experienced Account Manager to join our team. This role focuses on relationship management and ensuring customer success while collaborating closely with internal teams to deliver optimal solutions. The Account Manager will serve as the primary point of contact for clients, acting as their advocate within our organization and ensuring they achieve maximum value from our warehouse automation solutions.

This position also includes managing a small team of Customer Success Managers (CSMs) or related roles, fostering a collaborative environment focused on exceptional service delivery.

Responsibilities Customer Relationship Management Develop and maintain strong, long-lasting relationships with key stakeholders within client organizations. Act as the primary contact for assigned accounts, ensuring regular communication and proactively addressing client concerns or challenges. Conduct regular business reviews with clients to assess the health of the relationship, identify areas for improvement, and drive value creation. Serve as the voice of the customer within the organization, ensuring client needs and expectations are consistently met or exceeded. Team Leadership Lead and mentor a small team of Customer Success Managers (CSMs) or customer-facing team members. Oversee team activities, set performance expectations, and provide ongoing coaching and professional development. Ensure the team delivers exceptional client experiences and maintains strong relationships with all stakeholders. Customer Success and Solution Optimization Collaborate with clients to understand their operational goals and ensure our solutions are aligned with their needs. Monitor and analyze customer satisfaction, ensuring ongoing success and long-term retention. Identify opportunities for clients to optimize their use of our solutions and recommend strategies to enhance their value. Provide strategic guidance to clients, leveraging insights into warehouse automation, material handling equipment (MHE), and operational technology. Conduct onboarding and training sessions for new customer teams, ensuring they fully understand the capabilities and benefits of our solutions. Internal Collaboration Partner with internal teams (e.g., technical support, product development, and operational excellence) to resolve issues, implement enhancements, and ensure seamless solution performance. Work closely with sales and account management teams to identify opportunities for expansion, upselling, or cross-selling when appropriate, while ensuring a focus on relationship building over selling. Actively contribute to account strategies and planning to support customer retention and success goals. Industry Expertise Stay informed about industry trends and advancements in warehouse automation and related technologies. Maintain a deep understanding of our solutions and services to effectively advise and support clients. What You Bring 5+ years of experience in an account management, client relationship management, or customer success role.  Ideally within warehouse operations, material handling, or a related industry. Demonstrated ability to manage and mentor a small team, driving performance and collaboration. Strong relationship management skills, with the ability to build trust and rapport with clients. Strategic thinking and problem-solving abilities, with a focus on delivering value and optimizing client success. Excellent communication skills, with the ability to influence and negotiate effectively. High energy, a positive attitude, and a strong work ethic. Willingness to travel (25%+) to client sites. Technical aptitude and a commitment to staying informed about industry trends and advancements.