Key Account Manager
1 month ago
Tactical retention responsibilities for assigned accounts include the following:
- Lead and manage the implementation of new services in collaboration with the appropriate operational staff at all origins and destinations.
- Coordinate, distribute, and maintain Standard Operational Procedures (SOPs) with Sales, Operations, and Finance.
- Build relationships beyond the main points of contact and penetrate the organisational structure.
- Ensure that all Crane Worldwide offices servicing the account understand and execute SOPs accordingly.
- Maintain rates and assess yields monthly.
- Monitor the account for timely payments and assist with collections on past-due invoices.
- Set up internal reports to monitor our performance in meeting critical milestones.
- Immediately communicate any issues or exceptions to Operations.
- Enter all meeting notes, action items, complaints, and compliments into our CRM and distribute them to appropriate people in the global network.
- Assign a corrective action to every issue/complaint and follow up on the effectiveness of corrective action to ensure client satisfaction with the resolution.
- Manage and lead business reviews and establish a quarterly review cycle, at a minimum.
- Engage Sales and Operations to participate in client meetings, presentations, and business reviews.
- When necessary, travel within the region to visit accounts/account sites and Crane Worldwide offices to review procedures and maintain customer information/satisfaction.
- Update the status of progress on business opportunities.
- Continuously focus on penetrating other areas of the business for additional support and to uncover additional business opportunities.
- Ensure that all company policies and regulatory requirements are adhered to.
Strategic Responsibilities:
- Understand accounts’ business strategy, objectives, and risks/constraints; continually focus efforts on providing solutions to achieving objectives and mitigating risks/constraints.
- Continuously pursue and implement more efficiency and cost-reduction measures.
- Provide accounts with market updates (trade agreements, strikes, new capacity being introduced, etc.) and educational support.
- Identify growth opportunities and develop a strategy to secure opportunities with the appropriate internal resources.
- Create a business development plan with short
- and long-term business objectives, initiatives, and quantified value-added contributions.
**Skills, Knowledge & Abilities**
- Minimum two years of experience in the industry or related service industry required.
- At least one year of operational experience in the specific service(s) that the account utilizes is a must.
- Ability to define, develop, and document business processes and procedures is required.
- Exceptional organizational skills
- Strong written and verbal communication skills, with the ability to deliver presentations.
- Proficient in various computer skills, including Microsoft Office suite.
- Detail-oriented, capable of multitasking, and meeting deadlines.
- Self-motivated, comfortable working independently or as a team member.
- Strong customer service, problem-solving, and interpersonal skills.
- Capable of troubleshooting and problem resolution.
- Adaptable to changing demands.
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