Internal Key Account Manager Job in Sunbury TW16 7EQ, Home Counties UK
Besam Limited is part of ASSA ABLOY Entrance Systems who are the global leader in the manufacture, installation and service of Entrance Systems for a wide variety of customers, including retailers, banks, airports, public organisations and other household names.
The successful candidate with have Key Account or Contract Management experience, and ideally have experience of managing customers in the Facilities Management Sector.
The purpose of the role will be to successfully maintain and optimally manage a number of existing key account customers by taking ownership for providing excellent customer service and support. You will be your customer’s first point of contact and responsible for ensuring all of their needs are met and administrative requirements adhered to in a professional and timely manner in accordance with agreed contract terms and operational procedures. Demonstrating excellent account management skills you will be accountable for service performance against agreed customer SLA’s and Besam contract terms and profitability expectations.
Scope: Key Account related internal, external, and customer support
Working Hours: 37.5 hours/Week (alternating hours each week 08:00 – 16:30/09:00 – 17:30) Including 1 hour for lunch to be taken between 12-14:00
Reports to: National Accounts Manager
Key Responsibilities/Accountabilities
• To ensure a consistent world class delivery of service to all Key Account customers
• Provide Key Account customer support via email, telephone, and at face to face customer meetings
• To monitor, action, and ensure adherence to customer SLA/KPIs
• To liaise with Key Account customer contacts to build, develop/optimize, and maintain relationships
• To effectively solve problems to satisfactory conclusion
• Preparing reports for Key Account customers and the National Account Manager
• To maintain Key Account customer tracking systems (spreadsheets web portals, etc.)
• To act as an escalation point for Key Account customer related issues
• To be responsible for the development and provision of a high standard of customer communication
• To maintain data integrity on Besam systems in relation to Key Account customers
• To support other members of the Key Accounts team when required
Knowledge/Skills/Experience/Competencies
• Strong sense of ownership and responsibility for meeting the requirements of the role
• High attention to detail
• Ability to work to tight timescales and under pressure
• Practical problem solver and desire to overcome daily challenges
• Able to take initiative and be self-driven
• Clear and concise verbal communicator
• Customer focused
• IT literate with a good knowledge of the MS Office suite of packages (Excel, Word, Outlook)
• A team player that can work well with others
Flexibility Required
• May be required to provide paid overtime support on occasion to support the business
Key Performance Indicators
• Key Account Customer KPI scores
• Targets set by the National Accounts Manager
• Customer retention/growth