Head of Go To Market & Customer Experience
Join to apply for the Head of Go To Market & Customer Experience role at ABB
This position reports to Global Division President
At ABB, we support industries in becoming more efficient and sustainable. Progress is not an option, but a matter of course – for you, your team, and the world. As a global market leader, we offer you everything you need to drive this change. The path to getting there is not always easy – because real growth requires courage. But at ABB, you don't go it alone. Run what runs the world.
Role Purpose
This leadership role integrates global account management, partner strategy and enablement, and technical solution oversight to deliver a seamless customer experience and partner success. The role is accountable for building strategic relationships, scaling market impact through partner ecosystems, and delivering innovative technical solutions that address evolving customer needs.
Key Responsibilities
Account Management
* Oversee group and strategic account management for both the Energy Industries division and the broader ABB Group.
* Foster strong client partnerships—including at the C-level—to ensure alignment with global business objectives and identify growth opportunities across diverse portfolios.
* Focus on growing share of wallet within nominated accounts, improving profitability, and delivering value creation for customers.
* Define the account management strategy and oversee its direction and implementation.
* Support customer issue resolution as a key escalation point.
Global Partner Business
* Manage and support the implementation of program governance and partner infrastructure.
* Oversee execution of the global partner business strategy, including partner expansion and regular performance reviews.
* Conduct regular whitespace analysis and identify new partners for strategic areas.
* Build strong partner relationships while ensuring business-relevant content and mutual success.
Technical Solutions Management
* Lead the technical solutions strategy across customer engagements, product portfolios, and innovation initiatives.
* Support customer engagement and portfolio expansion in collaboration with Product Management and Account Management.
* Ensure the Sales and Account Management teams are equipped with strong technical support, industry expertise, and deep knowledge of ABB’s Automation portfolio.
Automation Growth
* Ensure the Energy Industries division maintains a leadership position in the automation market.
* Drive collaboration with internal stakeholders to develop a competitive and up-to-date automation product and systems portfolio.
* Maintain a long-term strategic outlook and ensure Salesforce (SFDC) is effectively managed to provide visibility across the opportunity pipeline.
* Address broader industry sector needs with a strategic, outcome-driven approach that balances momentum, thought leadership, and performance.
Customer Experience & Digital Enablement
* Champion customer-centric initiatives across the division, ensuring alignment with market needs and strategic priorities.
* Collaborate with the Marketing team to enhance customer engagement, satisfaction, and loyalty through programs such as Voice of Customer (VoC) and customer journey mapping.
* Leverage digital platforms (e.g., Salesforce, partner portals, analytics dashboards) to provide measurable visibility into the pipeline, conversion rates, and customer health.
* Drive the adoption of digital tools that enhance customer experience and streamline delivery.
Stakeholder Engagement
* Collaborate with regional and global teams to ensure strategic alignment and scalability.
* Partner with HR, digital, and operations teams to embed customer experience into internal business processes.
Qualifications
To be successful in this role, you bring a Bachelor’s or Master’s degree in Business, Engineering, Marketing, or a related field. You have over 15 years of experience in account management, partner strategy, go-to-market execution, customer experience, or commercial leadership roles.
You’ve successfully led global cross-functional teams, influencing senior stakeholders and driving strategic initiatives across regions. Your background includes experience in automation, energy, industrial, or broader B2B sectors, with a proven ability to combine technical insight with customer and partner engagement strategies.
You are a strong communicator, strategic thinker, and analytical leader who thrives in complex, matrixed environments. Your familiarity with digital platforms such as Salesforce, as well as customer journey and experience design, allows you to bring measurable business impact through both relationship building and data-driven decision-making.
We value people with different personal backgrounds. Could this be part of your story? Apply today or visit www.abb.com to learn more about us and the impact our industrial solutions have around the world.
We are an equal opportunities employer and welcome applications from diverse candidates.
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