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Prozo - Manager/Senior Manager - Key Account Management
2 months ago
Role Overview:
Prozo is seeking a seasoned Senior Manager/Director of Key Account Management to join our Central Operations team. This critical role involves acting as the primary point of contact for our major clients, ensuring their success and satisfaction with Prozo's supply chain outsourcing solutions. The successful candidate will lead a team of 2-3 members and will be responsible for client stabilization, managing escalations, and driving high client satisfaction/NPS scores. This role requires extensive interaction with senior stakeholders on the client side, fostering trust and facilitating growth with Single Point of Contact: Serve as the primary liaison for all client-related requirements and escalations, ensuring seamless service delivery.
2. KAM Reviews: Conduct regular, structured reviews of client accounts to assess service quality and identify improvement areas.
3. NPS Ownership: Proactively gather and analyze Net Promoter Scores from clients, implementing strategies to maintain or enhance satisfaction levels.
4. Account Deepening: Strategically identify opportunities for cross-selling and up-selling to enhance service provision and client engagement.
5. Escalation Management: Act as the first response to client escalations, coordinating with regional operations for thorough Root Cause Analysis and effective Corrective and Preventive Actions.
6. S&OP Coordination: Ensure timely sharing of business forecasts by clients to facilitate optimal service planning and execution.
7. SoP Excellence: Maintain and improve Standard Operating Procedures post-client onboarding, ensuring adherence and driving procedural enhancements as needed.