Service Key Account Manager Germany, Austria (f/m/d)

Munich, Bavaria-Bayern, Germany
Support and Service


Weekly Hours: 38.5
Role Number:200205663
Do you have a passion for delivering an excellent customer experience? At Apple, we believe that hard work, a lively environment, creativity and innovation fuel the ultimate customer experience! We believe each customer interaction is an opportunity to delight, engage and encourage – and that by focusing on even the smallest of details, we can make significant impact on our customer’s experience! In this role you will manage distinct named Service accounts across the region to ensure the Customer after-sales experience is consistent with Apple's brand and operational goals and to develop the accounts performance. You will work with strategic key resellers that are Apple Authorised Service Providers (AASPs) and reseller of AppleCare. This does involve a continuous process of managing account’s performance, introduce programs to accounts, track compliance along changes in our product line, programs and targets and work cross-functionally within AppleCare, Business Development and Sales to also support the account. For select key accounts it will include managing multiple country entities of key accounts across EMEIA in collaboration with the local AppleCare Country Manager. Since some Key Accounts operate multi-nationally beyond Germany and Austria the role includes also working with Account Managers in other countries in order to oversee the entire business across Europe Apple does with the account. The role does include driving Out-of-warranty-Repair volume in cooperation with our Business Development.

Key Qualifications

  • An established track record in delivering excellence within Operations, the After-sales arena or Account Performance Management
  • 5+ years of experience in running complex / matrix organisations, programs or projects.
  • 5+ years of experience in a leading Service role in the I&C consumer industry
  • Experience in handling basic legal and financial aspects of After Sales service
  • Account Management in After Sales or Operations
  • Experience in driving Customer Experience and/or After Sales Revenue at POS
  • Demonstrating (track record) in enjoying inspiring change
  • Capable of working with Senior partners
  • Passion to drive performance and business
  • Strong communication and presentation skills, comfortable in delivering messages to across an organisation including Senior Management internally and externally
  • Experience in working with Vendors, Service providers, Resellers in the I&C or other technical consumer product market
  • Outstanding attention to detail
  • Good judgment and analytical skills
  • Business Fluent English & German


- Manage, Maintain and grow business in Service with Key Accounts and in partnership with Sales, Business Development - Performance manage the accounts to deliver against our Customer experience targets critical metrics, e.g. Happiness, Repair Time, Quality of repair, Brand experience, fraudulent claims, no trouble found, repair opportunity rates, exception rates - For Key Accounts collaborate with applicable Apple Care Country Manager, Sales Account Managers to establish cross-country account management of multi-country AASPs - Find opportunities, set and agree ambitious targets with Accounts, especially Key Accounts. - Develop adequate change programs together with business partners and roll these out in collaboration - Work with cross-national teams, offices, back offices, to change, build, adapt business processes, ensure process consistency, performance and prevent fraud - Closely manage capacity of the channel and ability to adapt to future upgrades in models and product lineups, to minimize Customer disruption - Ensure service accounts meet contractual obligations - Maintain a strict regime of continual on-site assessment of the accounts - Participate in the development and implementation of processes, systems and procedures in collaboration with Channel Service Programs - Provide input to and influence the central and global teams to ensure we meet the regions needs for sustaining and development of the channel - Closely cooperate with peers in neighboring countries/geos and support channel management also in other markets - The role requires adequate level of traveling within and outside geo sites

Education & Experience

- Degree (Engineering, Finance, Commercial) preferred or previous related experience

Additional Requirements