Introduction to the JobThe role is responsible for managing complex and mid-sized customer accounts (including multiple fabs within one country), larger product portfolios, or a portfolio of smaller products. The position may also contribute to sales at large or strategic customers. The role operates independently, applying broad business practices and procedures, while working under general managerial direction to drive customer success, revenue growth, and long-term partnerships.
Roles and ResponsibilitiesCustomer Relationship & Stakeholder Management- Manages customer relationships at management and senior stakeholder levels.
- Tailors communication to different audiences to effectively influence decisions and move deals forward.
- Manages customer accounts covering new system sales and/or Installed Base & Service (IB&S) business.
- Develops and deepens customer trust, including active engagement during shortages to jointly execute system deliveries and upgrade demand in alignment with management.
- Ensures strong customer intimacy through regular engagement at relevant forums, such as ERM, TRM, and Voice of Customer sessions.
- Maintains close alignment with customer manufacturing and operational stakeholders.
Internal Stakeholder Management- Interacts closely with Operations and Business Lines (BLs) up to management level.
- Collaborates with BLs to find solutions that meet customer needs while providing feedback for product and service development.
- Plays a key role in the preparation and execution of ERM meetings.
- Orchestrates cross-functional ASML teams to manage deliveries and provide solutions on time, within cost, and at the required quality level.
Customer-Specific Business Strategy- Develops and executes customer-specific business strategies and account plans for new systems and/or IB&S business.
- Creates integrated business proposals (VPAs) that cover the full ASML portfolio of products and services.
- Drives internal alignment and secures approvals on business proposals through DST processes.
- Grows service business by developing strategic Service Roadmaps (SRMs) for assigned accounts or regions.
Agreement, Contract Negotiation & Implementation- Supports and contributes to negotiations (together with management) on customer agreements related to new systems and IB&S, including VPAs and SLAs.
- Prepares and supports DST meetings related to contract negotiations.
- Reviews IB&S performance against contractual commitments and adjusts contract structures to capture value from over-performance where applicable.
- Negotiates agreements with customer stakeholders, escalating to internal senior leadership (Directors, VPs) when required.
- Ensures execution and monitoring of VPAs and agreements to deliver as planned.
Business Plan and Operational Plan Execution- Manages new system business planning over a 1-2 year horizon, including demand, timelines, and feasibility alignment with Customer Support (CS) and Sales Operations.
- Drives execution of new systems, VPAs, and/or IB&S sales to ensure on-time delivery.
- Manages short- to mid-term IB&S business planning, including maintenance, upgrades, relocations, and services.
- Demonstrates the value of upgrades and service offerings in collaboration with IB&S Technology Leadership and converts these into sales opportunities.
- Prepares business cases (with CSCM and P&D support) for inventory baseline deviations, clearly articulating customer value and ASML cost impact.
Voice of the Customer & Market Representation- Represents the Voice of the Customer within Customer Teams and CS&S organizations.
- Gathers customer insights, requirements, and expectations and translates them into actionable input for internal stakeholders.
- Identifies opportunities and shares them with Technology Leadership at the Customer Team (CT) level.
- Supports target setting for New Systems and IB&S by providing customer input to CS&S.
- Manages customer-specific ESG topics and compliance with relevant market regulations related to New Systems and IB&S.
Revenue, Margin & Demand Ownership- Accountable for revenue and contribution margin for New Systems and/or IB&S within the assigned account or region.
- Responsible for demand forecasting and timeline planning for New Systems and/or IB&S within Customer Team scope.
Education and Experience- Master's degree in a technical discipline with substantial relevant experience, or equivalent
- Additional education in Business Administration or commercial disciplines is preferred.
- Solid experience in customer account management, ideally within the semiconductor or high-tech industry.
Skills- Strong customer and stakeholder management skills at management and executive levels.
- Excellent communication skills, with the ability to tailor messages for diverse audiences.
- Proven negotiation and contract management capabilities.
- Strategic thinking and business planning expertise.
- Strong cross-functional collaboration and orchestration skills.
- Ability to operate independently while navigating complex organizational environments.
- Commercial acumen combined with technical understanding of semiconductor manufacturing and service business models.
