Key Account Contract Manager
Oxford / Southern Engalnd
You will be responsible for:
* Supporting the Key Account Sales Team in developing the new and existing customer base, through improving the service contract management
Role Responsibilities
* Central liaison for key account customers
* Working with customer service management to
o Deliver consistent agreed levels of service across multiple customer locations.
o Deliver agreed financial After Sales targets as well as defined operational After Sales KPI’s.
* Report on agreed financial and operational targets (KPI’s) of the key accounts to the Head of Customer Service.
* Continuously improve service contract management in close relationship with service support functions (dispatch/admin/controlling) and Key Account Managers
* Throughout the tender process, support the Key Account Manager in finding the best after-sales solution for the customer.
* Conduct site visits and assist in carrying out site surveys with the Key Account Manager when tendering for new business.
* Conduct scheduled review meetings with customers where required and proactively deal with and solve any issues, including customer complaints and invoice queries.
* Ensure adherence to defined after-sales processes and procedures in close relationship with service support functions.
* Continuously seek for and help to implement best practice processes to achieve maximum customer satisfaction, efficiency, and profitability.
* Help to grow the after-sales business by identifying business opportunities within the existing customer base in close conjunction with service sales.
Person Specification
Skills:
* IT literate, in particular Microsoft office
* Strong numeracy and analytical skills
* The ability to manage and coach people at all levels and remotely
* A self-starter to manage their operational requirements, time management and qualification requirements/ theory learning
* Organised, excellent timekeeper
* Ability to work under pressure, putting the customer at the heart of what we do
Qualifications:
* A good level of general education is required with passes in English and Maths
Experience:
* Somebody who can demonstrate some exposure to the customer service sector
Mobility:
* Full valid current driving licence. This role will be field-based primarily in the south of the UK, with some national travel required.
* Management experience
* Engineering knowledge
* Exposure to SAP operating systems
* Perceived ability to progress.
Competencies Required
* Analysis / Business Acumen / Customer Orientation
* Influencing / Negotiation / Accountability
* Initiative / Communication / Passion
* Integrity / Respect
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