Overall Purpose of the role
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* To own, retain and develop the Prime Customer Portfolio, focusing on Customer needs and wants, creating an agreed resolution for both the Customer and our Client
* To be accountable for managing the Customer Lifecycle and ensuring that all Customers are always put at the heart of everything you do. Building strong inter-relationships with Key Account Executives and Stakeholders across the business and customer
* This is a home based role with UK travel to clients sites and in support of the team
Main Duties and Tasks
* To build a contract strategy with the customer by developing and implementing account development plans (PAL), which will include but not limited to swot analysis, relationship/engagement strategy and mapping, internal and external stakeholder management, and subsequently holding regular planned meetings with these stakeholders to build and develop relationships
* To develop and maintain strong working relationships with key customers at an operational and strategic level, to retain those customers and maximize their value to our Client and ensure that they are satisfied with the service they receive
* To act as the single point of accountability for the relationship in all its aspects including, but not limited to, ensuring charging is correct and the customer understands the charging regime, payment record, development of special agreements as required, contract compliance
* To act as the escalation point for the customer, managing the service levels, ensuring tracking and resolution of any billing or wholesaler issues with the customer are managed effectively and minimized whenever possible
* To fully understand all commercial aspects of their accounts, taking full ownership of all aspects of their portfolio, including but not limited to aged debt and debt levels, credit ratings, annual revenue, gross margin, net contribution, DSO, commercial contract rates, agreed T&C’s, payment & contract terms, cost to serve, risk and pricing
* Working in partnership with your customers to grow the profitability of their portfolio, delivering against their company goals. Identifying and generating long and short cycle leads, negotiate and close sales opportunities both regulated and non-regulated, managing your VAS stakeholders to deliver against your VAS Sales target
* To be responsible for tracking and driving good payment behaviours from their customers to ensure they adhere to deemed or contracted payment terms and conditions
* To be responsible for the retention and contract renewal of their customer base which will require detailed commercial negotiation, internal governance sign off & stakeholder management, providing customer and market intelligence to support our Clients goals and objectives, utilize this intelligence to positively impact their retention strategy
* To produce management reports of retention and growth of sales to the portfolio of key customers
* To lead the development of contractual agreements and ensure these are fully adhered to, and to generally facilitate the onboarding process for new customers
* To ensure continuous accuracy of customer portfolios including but not limited to site numbers, connected services, charging and billing arrangement, payment processes. Ensuring adherence to the KAM Framework, CRM data accuracy, updated correctly and timely
* To ensure that all changes (legal and regulatory standards) regarding our Clients regulated water and wastewater charges are communicated to key customers
Ideal Person
* Water Industry experience
* Key Account Manager or Account Manager experience
Benefits
* Attractive base salary on offer to attract the ideal person
* Annual Bonus (based on self and company performance)
* Company Car Allowance
* 25 days holiday plus statutory holidays (plus Birthday off)
* Company Pension
* Life Insurance