Key Account Manager

Job Description POSITION OBJECTIVE The Key Account Manager role is to establish and maintain strong relationships with clients who are considered key accounts within RAKEZ. The primary focus of a Key Account Manager is to effectively manage and grow the relationship with key accounts while ensuring customer satisfaction and achieving revenue goals. The role has 3 key areas: - Account Management & Customer Service - Achievement of financial goals (renewals/expansions) - Default recovery The role encompasses a lot of stakeholder management as a KAM in RAKEZ is considered as a connector between the customer, internal departments and external entities (Private & Government). CORE RESPONSIBILITIES: Customer Experience - Ensure division activities are in line with the business objectives of the CX team to ensure image building and branding of RAKEZ. - Build and maintain professional relationship with clients through regular contact ensuring a deep understanding of their needs and then matching them with workable solutions. - Ensure regular contact and site visits to customers, identify opportunities for the client and RAKEZ and follow up on agreed actions or concerns internally and with the customer. - Based on client interaction, maintain and update key clients profiles in Sales Force on regular basis to ensure accurate information is available at all times for further business decisions. - Act as a business partner with new customers and ensure that RAKEZ standards pertaining building and modification process are met within the specified time. - Responsible for driving the renewal and collection process with support from the processing team to meet targets and SLAs. This includes preparing recommendation papers relating to areas such as rent reviews and rent reductions. - Escalate to the One-Stop-Shop any critical issues/ delays with amendments, renewals, cancellations, and other type of services for clients, ensuring high quality customer service and overall productivity. - Maintain client rates in line with the standard rates to ensure consistency and that the overall objectives and targets of renewals, collections and defaulters are met. - Review on daily basis the service request Dashboard and take immediate action on any delay and keep customers informed. - Act as focal point for key clients while applying for service to ensure their transactions and queries are processed within minimal timeframe and with high quality customer service. In doing so, you will take ownership of these queries and coordinate requests with Engineering, OSS, Legal, Leasing, GS, BD, Sales and external stakeholders ensuring timely response to customers. You will keep the customer informed of progress and address any concerns. - Work with the Commercial team to identify expansion opportunities in order to maximize client retention, maximize client satisfaction and increase revenue. - Escalate to line manager any unsolved issues or requests, which were not closed within the assigned time frame, in order to speed up the process of closing the requests towards clients satisfaction. - Manage customer complaints and resolve them within the defined SLA. - Provide feedback internally on ways to improve the clients experience improve our brand image and enhance the product services portfolio. - Conduct and participate in special projects and prepare the required reports. Understand clients request, concerns and challenges to prepare recommendations and proposals for review with senior management. - Assist key accounts team in resolving challenging customer requests/issues. - Coach and shadow team members to improve their behavioural/technical competencies. - Perform any other job-related tasks as assigned by his/her manager. Revenue: - Contract Renewal: Proactively manage the contract renewal process with key clients. Demonstrate the ongoing value and ROI delivered by RAKEZ's offerings and negotiate contract renewals to ensure long-term partnerships. Ensure renewal targets are met (value/ unit and on-time). - Client Retention: Retain existing key clients by providing exceptional customer service, addressing any issues or concerns promptly, and continuously exceeding their expectations. Develop strategies to enhance client loyalty and ensure long-term partnerships. - Revenue Growth/New Customer Acquisition: Identify and capitalize on opportunities to increase revenue from key clients. Collaborate with internal teams, such as BD, Sales, VAS and Marketing to offer tailored solutions and upsell additional products or services to meet client needs. - Cross-Selling and Upselling: Identify opportunities to cross-sell and upsell additional products or services to key clients. Analyse their business requirements, challenges, and growth plans to recommend relevant solutions that can add value and contribute to their success. Collaborate with internal teams to develop tailored offerings and increase revenue streams. - Client Referrals and Introductions: Encourage and facilitate client referrals and introductions among key clients. Recognize and reward clients who refer potential business or make introductions to key industry contacts. This not only strengthens relationships among existing clients but also expands the organization's network and leads to new business opportunities. - Default: Ensure that no default takes place in the assigned portfolio, incase it does the default has to be recovered. In addition to this, KAMs are also responsible to recover historic default and are assigned a target. Customer Networking - Event Management: Manage and oversee events hosted by the organization, ensuring a seamless and memorable experience for key clients. This may involve coordinating logistics, managing guest lists, arranging seating, and providing on-site support during the event. - Personalized Networking Initiatives: Take a proactive approach in connecting key clients with relevant industry peers, potential partners, or key stakeholders. Identify opportunities for introductions or collaborations that can benefit both parties and facilitate those connections. Act as a trusted networking resource for clients, helping them expand their network and access new business opportunities. Analysis and Reporting - Provide weekly/ monthly/yearly reports and updates (as and when required) in order to assist in developing the business strategy, identify actions needed and the alternative channels. COMMUNICATIONS & WORKING RELATIONSHIPS: Internal: - Other departments - Reasons for Interaction: - To escalate/resolve customer issues - To get clarity about policy/procedures - Ongoing projects External: - Clients/Government Authorities - Reasons for Interaction: - Customer relationship management - To escalate/resolve customer issues - For alliance purposes e.g. tradeling QUALIFICATIONS, EXPERIENCE, & SKILLS: Educational Qualifications: - Bachelor's degree in Business Administration, Marketing. Years of Experience - Minimum 10 years of industry related experience with customer engagement or any related experience. - Has experience in delivering client-focused solutions to customer needs, in client or public relations. - Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail Other requirements - Fluent in English (Multilingual is preferred). - Agile - Responds well in fast-paced, high-pressure environment. - Strong quantitative and qualitative analytic skills. - Good communication skills. - Strong negotiation skills - Market-focused and results-oriented. - Demonstrated skills, knowledge and experience in strategies and techniques required for achieving financial target and customer relationship KPIs - Presentable and confident enough to represent RAKEZ at different forums. - Knowledge of marketing automation and customer relationship management platforms (SF). - Excellent knowledge of advanced MS Office