Duties and Responsibilities
Leadership and Direction
Communicate the local action plan; explain how this relates to the function's strategy and action plan and to the broader organization's mission and vision; motivate people to achieve local business goals.
Customer Relationship Management / Account Management
Develop and implement a relationship management plan for existing customer accounts to identify and build relationships with relevant decision-makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues. Collect feedback from identified customers or customer segments to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on customer input.
Sell Customer Propositions
Identify the products or services that best meet the customer's stated needs, use personal expertise to propose quantities and product configurations, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale.
Sales Opportunities Creation
Identify potential customers by obtaining information, referrals, and recommendations from existing customers and other contacts and/or through participation in trade shows and conferences.
Performance Management
Develop and propose own performance objectives; take appropriate actions to ensure achievement of agreed objectives, using the organization's performance management systems to improve personal performance. Or manage and report on team performance; set appropriate performance objectives for direct reports or project/account team members and hold people accountable for achieving them, taking appropriate corrective action where necessary to ensure the achievement of team/personal objectives.
Operations Management
Supervise others working within established operational systems.
Promoting Customer Focus
Collaborate internally and work as the customer champion in cross-functional teams to build strong external customer relationships.
Key Account Management
Maintain relationships with customers, such as small- to medium-sized companies, either personally or by supervising an account management team. Work within established systems to develop solutions, generate new opportunities, and ensure all customer demands are met.
Customer Relationship Development / Prospecting
Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships. Act as first point of contact for customer queries and complaints and resolve them, referring complex issues to others and ensuring that the customer receives an appropriate response.
Budgeting
Track budgets and report variances to more senior colleagues.
Organizational Capability Building
Provide coaching to team members to develop their skills.
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