Key Account Manager
The Key Account Manager will be an expanding role and their duties will change and develop to meet our ever changing Customer’s requirements.
· Operating as the lead point of contact for any and all matters specific to the Major Account.
· Building and maintaining strong, long-lasting Customer Relationships at all levels.
· Overseeing Account Management, including negotiating various aspects of the contract and agreement to maximise profit and performance.
· Preparation of Sales Reports.
· Preparation of KPI Reports covering all aspects of the Contract.
· Develop new Business and Opportunities from existing Accounts.
· Liaising with Internal Departments relating to all Contract matters (Customer Service, Accounts & Sales).
· Attending Contract Review Meetings and production of minutes for all Meetings (External and Internal).
· Lead Point of Contact for all Customer Account Management matters.
· Ensure the timely and successful delivery of Service.
· Clearly communicate the progress of the Contract to both Internal and External Parties.
· Identify areas of improvement within all areas of the Business relating to the Contract.
· Assist with challenging Client requests or issue escalations as necessary
· To understand the Business and its Goals
2. Work Instructions
The Company has a set of Work Instructions that deals with most aspects of the Company’s operation. We would ask you to become totally conversant with all aspects of these, as laid down, as it is to this policy that we wish you to operate. It is intended that over time all aspects of the job are detailed within an appropriate Work Instruction.
Part of your ongoing responsibilities will be to ensure all existing work instruction relating to the Key Account Management are up to date and to produce new instructions on an as required basis.
As part of your normal routine, a monthly report is to be completed covering the following areas of your activity: -
i. PPM KPI Performance
ii. Corrective Activity Performance
iii. Quoted Works Performance
iv. Quoted Works Activity (Quoted, Outstanding, Pipeline)
v. Customer Review Meetings
vi. Service Quotation/Contracts Conversions
vii. New Systems Maintenance Opportunities
viii. Disputed Invoices
The content and areas of reporting may vary.
4. Disputed Invoices
It is an essential part of the Key Account Managers activity that when disputes on invoices arise that they are dealt with quickly and efficiently, it is the KAM’s responsibility to coordinate this activity either by processing the dispute themselves or with the assistance of the Service Sales Executive or Customer Service Manager.
All disputed invoices for service sales will be issued to the KAM for resolution.
The KAM will become fully conversant with the CASH Mentor system and will be able to extract various reports and raise various documents in line with the role
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