Key Account Manager

1. Customer Relationship Management

- Develop and maintain strong relationships with existing and potential customers to ensure retention, satisfaction, and sales growth.

- Create and execute detailed schedules for Key Account Executive (KAE) activities, including renewal plans, sales pipelines, and strategic account penetration strategies.

- Achieve client retention rates and sales targets as per the Annual Operating Plan (AOP).

- Monitor competitor activity, report findings to the National Sales Manager, and propose countermeasure strategies.

- Analyze account profitability monthly and implement actions to improve performance.

- Collaborate with the Customer Development Executive (CDE) and other departments (e.g., Operations, Credit Control) to ensure smooth handovers and service delivery.

- Follow up on leads and tickets in accordance with company guidelines.

- Provide training, guidance, and support to team members to align with team and company objectives.

- Maintain comprehensive knowledge of company products, services, and competitors’ offerings.

- Handle customer complaints regarding product quality or delivery timelines promptly and effectively.

- Respond to contract termination notices and manage the liquidation process.

- Conduct regular client visits, quality audits, and strategic account reviews to meet service standards.

2. Customer Service

- Ensure high-quality service delivery to maintain customer satisfaction.

- Foster effective communication and cooperation with business functions to support key account retention.

- Serve as the primary contact for customer queries, liaising between customers and internal teams.

- Address and resolve customer complaints logically and efficiently.

- Provide detailed customer updates through the system and report customer feedback to the National Sales Manager.

- Develop tailored customer service solutions for key accounts to meet their specific needs.

3. Administration & Accounts

- Ensure timely submission of invoices and obtain necessary acknowledgments.

- Collaborate with the Credit Control team to ensure accurate invoicing and manage debt within business targets.

- Prepare and submit monthly debt status reports.

4. System Maintenance & Reporting

- Keep sales-related systems updated on a timely basis.

- Prepare and submit accurate daily, weekly, and monthly reports, including:

- Sales performance and forecasts.

- Renewal status and termination/deduction forecasts.

- Account profitability and regional account reviews.

- Customer feedback and service level/KPI reports.

- Maintain an accurate and up-to-date customer database.

- Produce customer-facing reports as per agreed service levels or Key Performance Indicators (KPIs).

5. Additional Responsibilities

- Collaborate with Functional Heads to prepare and submit tenders for key accounts.

- Perform other tasks as assigned by management.

- Colleges/Universities in any field

- Have 5 working years’ experience in the field of sales or customer service

- At least 2 working years’ experience at the same roles

- Good interpersonal skills and problem-solving skills

- Good working behavior and time management skill

- Able to work independently and teamwork

- Able to manage a team

- Good command of English

- Be hard working, careful & enthusiasm person

- Proactive approach, willing to support the team and working together.