The Manager, Key Account Management is responsible for leading the Key Account Management team, driving growth, profitability, and customer satisfaction with existing key accounts, primarily multinational clients. This position will manage relationships at multiple levels within these organizations, focusing on upselling, cross-selling, and expanding services to new customer sites. The role also involves managing a team of Key Account Managers, while directly handling several small accounts.
Key Responsibilities
Sales & Account Growth
- Manage relationships with key decision-makers in multinational accounts.
- Develop and execute strategic account plans with the Key Account Managers to meet growth, margin, and profitability goals.
- Focus on maintaining contracts while increasing business with existing customers through upselling and cross-selling.
- Expand product and service offerings at existing customer sites and extend services to new locations.
- Work closely with country managers to customize customer approaches at the local level.
Customer Satisfaction & Contract Management
- Ensure high customer satisfaction by managing expectations and being the escalation point for any account issues.
- Maintain and update contracts to ensure they meet both legal and operational standards.
- Improve customer profitability and revenue growth by executing necessary contract changes.
Team Management
- Lead, coach, and manage the performance of 3-5 Key Account Managers.
- Provide guidance on customer engagements, sales strategies, and account development.
- Ensure that Key Account Managers meet their internal and external performance goals.
Process Improvement & Reporting
- Continuously monitor and improve internal KPIs, processes, and objectives for Key Account Management.
- Maintain and update the sales process within Q-Doc.
- Provide monthly and annual account reports to the CCO, highlighting account status, growth opportunities, and performance against targets.
- Ensure all account plans are regularly updated and aligned with company objectives.
Collaboration with Internal Stakeholders
- Work closely with country managers, operations, project management, procurement, and commercial analysts to ensure customer satisfaction and operational efficiency.
- Collaborate with the procurement team on sourcing projects and the implementation of new customer solutions.
- Coordinate with project management to drive design changes and improvements in logistics solutions like VMI (Vendor Managed Inventory) and Stock at Hand.
Key Metrics for Success
- High customer satisfaction and retention.
- Achieved sales, margin, and profitability goals with existing accounts.
- Expanded scope of services within existing accounts (widening & deepening).
- Accurate and timely monthly and annual reporting of account performance.
- Up-to-date contracts and sales processes in Q-Doc.
- Continuous improvements in internal KPIs and processes.
