Key Account Manager
This is a Northern Region based role covering Lancashire, Merseyside, Yorkshire and Tyneside Areas.
Weekly hours: 37\.5 Shift: Mon \- Fri, 9am\-5pm, 30 mins unpaid lunch
Job Purpose Summary
To key account manage a portfolio of National and North England based customers to ensure the delivery of excellent customer service in a profitable \& contractually compliant manner.
The role, will be the main point of contact for the customer, will develop the relationship with the customer and work with the Customer Service Delivery Teams to deliver operational excellence.
Job Specific Responsibilities and Accountabilities
- To carry out monthly customer review meetings held reviewing performance against contract
- Manage SLA’s in line with Contract working with Operational Team to ensure they are met
- To develop a culture of cross\-selling within our product base to our customers.
- To enhance the relationship development within our customer base
- Regularly review and manage the collection of recharges.
- Work closely with Internal Stakeholders and customer to drive technology roadmap
- Undertake reviews in order to draw conclusions on queries \& bad debt
- Monitor compliance events
- Review \& provide customer MI Packs
- Ensure we have a clear customer experience through the pre\-planning of appointments / attendance of planned customer meetings using correct protocols
- Log \& update Salesforce on a regular basis
- Ensure customer information contractual information and operating details are correct and updated where necessary on M3
- Work closely with Technical Team to identify underperforming repairs ensuring that action plans are implemented and manage the corrective measures.
- Participate in the development of tender responses if required.
- Manage any customer complaints ensuring responses inline with agreed SLA’s and root cause is carried out
- Previous experience within a customer management role is essential.
- A substantial knowledge of the commercial vehicle industry, in particular Contract Hire \& Fleet Management
- Relationship Management including high levels of influencing \& persuasion skills.
- Proven technical knowledge gained through experience or qualification.
- Verbal and numerical skills both written and oral.
- Experience of budgetary cost management.
- Strong communication skills both verbal and written.
- Sound commercial awareness.
- Familiar with Salesforce or other Customer Relationship Management tools
- Proven experience to manage suppliers to agreed KPI’s.
- Flexible attitude to working hours.
- Fully competent in Computer literacy (Office 365/ Excel/Word/Powerpoint/M3\).
- Current clean driving licence
We care about our employee's experiences at work and recognise the positive impact that a great working environment can have on that.
This is why we are proud to have won the Great Place To Work award 2 years running. And as part of our ongoing commitment to employee wellbeing we can boast about our great benefits:
\- 25 days annual leave \- Company sick pay \- Enhanced Maternity Leave \- Company Car \- Health Cash Plan with Health Shield \- Perkbox \- 5% employer pension contribution \- Life Assurance
This listing is from indeed. View original listing ↗