Account Manager

OVERALL ROLE PURPOSE

To provide an effective account management resource within an agreed portfolio of accounts.  Managing all aspects of the operational client relationship and service delivery.

KEY ACCOUNTABILITIES

SKILLS AND BEHAVIOURS

Role Specific

• Responsible for forecasting and delivering against Brand targets.
• Overall responsibility for securing credit for the portfolio.
• Identify and implement opportunities to increase usage of ancillary services.
• Manage the daily provision of the service to clients by managing the appropriate resources.
• Promote the usage of  e-products with clients.
• Work to continuously increase the efficiency of the business and its provided services.
• Ensure the appropriate business processes exist and are implemented so that the operational goals of the client and the business are achieved.
• Work with the relevant  resources to assist in bringing leading edge thinking and best practice to clients in order to add value to the client and develop the account.
• Assist the New Business & Implementation Team on the implementation of new clients.
• Work closely with the relevant  resources to maximizing client/account profitability.

Relationship Management

• Build relationships and develop the trust of the customer and/or drivers.
• Develop and maintain key operational contact relationships within the clients.

Job Family: Sales/Commercial (Template Grade 4)

Demonstrating the  Service Style (Level D)

Recognise customer & colleague needs and provide a consistently high level of service that exceeds all expectations.

Business Awareness (Level C)

Identify how to expand business activities; looking for opportunities.  Also to define the business direction for a client business or client group, internally/externally.

Making Decisions (Level C)

Investigate and analyse issues objectively and make sound decisions that maximise opportunities for the business.

Building Relationships (Level D)

Develop and build productive working relationships internally and externally to deliver value for customers and for the business.

Communicating Effectively (Level C)

Convey messages in a confident and engaging way; listen and share information to create openness and joint understanding.

Driving for Results (Level C)

Own issues; be energetic and resilient and take action to make things happen through to their absolute completion.

• Regular face to face involvement with the client as well as service suppliers within the organisation.

Reporting & Systems (including Service Level Agreements - ‘SLAs’)

• Meet all agreed SLA’s and Key Performance Indicators (KPI’s).
• Achievement of all forecasted and portfolio targets.
• Achievement of Customer NPS targets.

Delivering Great Service

• Maintain a high level of service focus, ensuring  service standards are adopted and supported at all times.
• Keep abreast of market conditions and specific industry and organisational changes.

Selling Instinct (Level D)

Understand a Client’s business, identify needs and drive to identify and exploit selling opportunities.

Negotiation (Level D)

Achieve optimum value from every negotiation while maintaining on-going and mutually-beneficial relationships.

REQUIRED KNOWLEDGE & EXPERIENCE

REQUIRED QUALIFICATIONS

• Comprehensive experience in an operational sales environment.
• A proven track record in building long term relationships in a client driven environment.
• Experience of working in a commercial environment at an operational level.
• Comprehensive experience of planning and managing all operational activities for the client.
• Comprehensive evidence of ability to achieve and deliver results.
• Proven track record in operating as part of a team to deliver excellent client service.

• Comprehensive experience of analysing data to deliver excellent operational support and outcomes for the client.
• Fluent in business English language - written and verbal.
• Working knowledge of core Microsoft applications (MS Teams, Word and Excel).
• Full understanding of relevant  products, processes and systems.
• Experience of actively participating in a team environment, whilst demonstrating the capability to work independently.

• A-Level or equivalent experience

WORKING ENVIRONMENT

• Full mobility required
• Full current driving licence required
• Home-based