Key Account Manager

Key Account Manager: Lead, maintain and develop assigned accounts to ensure positive client experience, renewal and maximise profitability through strategic account management

1) Account Management:

- Act as the account lead for assigned large and key accounts based on the Client Value Proposition
- Support team members where required
- Build and maintain excellent long term successful relationships with the client
- Continuously seek to deepen understanding of client contacts their background, personalities, drivers and maintain excellent knowledge of the same
- Anticipate future needs, challenges and developments and asses impact on the organisation and the relationship
- Define strategic 2 - 3 year account plan in conjunction with the relevant areas and ensure execution
- Gather market intelligence, share with relevant areas and identify implications for key clients to ensure appropriate measures are taken to redress
- Document and regularly maintain all relevant information in Salesforce
- Pro-actively communicate relevant information to various other areas to ensure they have the necessary understanding to make decisions
- Conduct half yearly internal review meetings for key client to discuss client performance and issues to agree required actions
- Lead any client meetings/calls as and when required, as per the guidelines in the Client Value Proposition, where possible
- Lead account review meetings to discuss claims experience, service performance and client feedback as well as possible future opportunities as appropriate to the CVP
- In-depth understanding the client’s business and requirements
- Pro-actively provide back up and support to client teams where required
- Recognised as the expert internally on the own area of responsibility

2) Client Experience:

- Easy, quick and high quality interactions with all touch points and escalation resolution in a swift and client centric manner
- Provide tailored effective, innovative and timely solutions to client’s business challenges
- Provide a outstandingly positive and engaging client experience all the time
- Independently identify and implement innovative and efficient solutions to client’s requirements and challenges
- Independently manage any escalations to ensure a swift and client centric resolution
- Pro-actively review and analyse client experience results to identify possible areas for improvement
- Pro-actively seek, document and share feedback from client on service delivery
- Ensure tailored processes, products and services are documented and optimised over time to improve efficiency
- Boost client stickiness

3) Renewals:

- Prepare and issue renewal documentation within agreed timeframes
- Independently negotiates renewal internally and externally to achieve favourable outcome for both sides
- Support team members in challenging renewal negotiations
- Pro-actively improve profitability for assigned client portfolio
- Ensure regular client engagement by phone throughout the renewal process
- Communicate and document all agreements and requirements for the renewal
- Leads tender responses for existing clients to provide a comprehensive and tailored response

4) New Business:

- Lead implementation of new clients ensuring a smooth and seamless transfer
- Support the sales process for potential new clients
- Discover and convert opportunities for cross selling additional products or services

5) Other requirements:

- Acts as technical lead for team on cross functional projects
- Train and mentor team members
- Drives development and implementation of technical parameters, policies and frameworks for others to work within
- Uses best practices and knowledge of internal or external business issues to improve products or services
- Requires detailed, in depth knowledge and significant experience in own discipline and understanding of the broader business, financials, products/services and the market
- Serves as best practice resource within own discipline, or as technical expert on cross functional projects
- Typically analyses and resolves highly complex technical problems, with far-reaching impact, that do not have routine solutions and where precedent may not exist

**Behaviour/Values**:

- A highly customer-focused individual with outstanding interpersonal and communicative skills
- Oustanding problem solving skills
- A high level of results/goal orientation
- Takes full ownership and responsibility for the task/duties assigned to them
- Very high attention to detail
- Excellent team player & ability to work on own initiative
- Highly motivated and innovative individual possessing the ability to work under pressure and to continuously meet tight deadlines and service standards
- Fully capable of prioritising and managing own work independently
- Ability to motivate, mentor/coach and influence others
- Capable of building a strong support network internally and externally
- Lead by example

**Experience Required**:

- Minimum of fi