Summary:
This role assists our Key Account Customers to thrive through dedicated day-to-day Account Management. Working with the Key Account Success Manager, this role provides a support network for our Key Account Managers (‘KAM’), ensuring their customers and ongoing requirements are executed timely and accurately to ensure a positive Customer Experience. Our Key Account Success team leads portfolio growth through devoted support and one-on-one relationship management of our Facility Managements End-Users. Resulting in continued engagement of all products and reduced customer churn.Responsibilities:
- Build and maintain meaningful relationships with key contacts/DMs within your customer portfolio.
- Act as a direct contact for customers in your portfolio, ensuring satisfactory resolution of all needs.
- Achieve and exceed Unit and Consumable revenue growth targets for the allocated customer pool.
- Work with interdependent teams to encourage customers to use automated/digital working methods.
- Serve as a trusted KAM partner to enable increased performance and optimisation of the portfolio(s).
- Understand KPIs and targets, ensuring all input contributes to their success.
- Governance of CRM/ERP updates, ensuring pipeline, lead source and customer data remain current
- Own and develop internal stakeholder relationships to support the needs of the KAM and customers.
- Monitor Rebate Schemes, ensuring monthly accruals are executed timely and accurately by Finance.
- Collaborate with the customer and Cash Collection team to prevent growing balances and aged debt.
- Highlight price errors to reduce invoice queries and credit notes whilst ensuring goods are charged.
- Assist review meetings in partnership with KAM, ensuring escalations are handled with priority.
- Support price/tactical increase activities to defend the targeted revenue gain and relationships.
- Support customer campaigns and ROI.
- Ensure appropriate Churn-Defence stakeholders are notified of customer flight risks.
- Support your team and Line Manager in the delivery of business objectives.
- Maintain strong communications with customers, all departments, and colleagues.
- Comply with and suggest improvements to the customer journey, policies, and processes.
- Positively promote the brand and company mission, living by and promoting our company values.
- Understand and act upon competitor positioning to inform product and strategy improvements
Requirements
Essential
- Demonstrated strong ability to handle diverse and competing priorities against a deadline.
- Demonstrated growth mindset, curiosity, and attention to detail.
- Demonstrated strong oral and written communication skills, building and leading rapport at all levels – internally and externally
- Demonstrated competence in using Microsoft Office tools and CRM systems.
- Ability to demonstrate negotiation skills at a B2B level.
- Demonstrated reporting capability, collating multi[1]sources of data to present coherently.
- Demonstrated ability to inspire colleagues of all disciplines to support the delivery of continuous improvements and positive CX Desirable
- Experience in the soft-services industry.
- Proven experience in managing Key Accounts.
- Presentation skills (creation and delivery of).
- Ability to handle complex and varying levels of data.
- Strong knowledge and demonstrated skills in utilising a CRM effectively
- Demonstrated problem-solving skills
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