Customer Account Manager

Role purpose - Plans and implements sales to customer accounts where growing relationships identifying opportunities and account management skills are critical Accounts frequently have multiple buying locations internationally in case of global Strategic Accounts making the process of establishing and maintaining broad client relationships essential Requires full knowledge of the product line and its applications along with a strong understanding of the client s objectives and challenges Participate in customer negotiations such as design changes changes in the supplier base move of production material recovery or contract annual pricing negotiations and new businesses Prepare and agree sales plan tactics ahead of negotiations i e price reconciliation supporting documents technical explanations Represent Voice of the Customer monitor and measure the customer s perception of GKN Automotive and act towards continuous improvement Key responsibilitiesKey Account ManagementManage and develop important customer relationships with guidance from senior colleagues and or manage an account team delivering day-to-day support Customers are likely to include mid-tier companies multinational corporations and the like Customer Relationship Management Account ManagementDevelop and implement relationship management plans for complex 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 analysis summary and recommendations for changes based on customer input Customer Needs ClarificationSet clear objectives for each sales call or meeting tailor standard materials to make presentations to decision-makers and influencers within the customer organization and ask relevant questions to gather information to evaluate the customer s level of interest and to identify and respond to areas requiring further information or explanation Sell Customer PropositionsUse personal expertise to identify the complex standard products and or services offered by the organization that meet the customer s needs together with quantities and product configurations Present these to the customer with a clear rationale and at standard commercial terms referring to senior colleagues where necessary to ask for concessions e g price reduction that gain the customer s agreement Promoting Customer FocusAssist with the development of internal communications and work collaboratively with colleagues to build strong external customer relationships and meet customer needs Customer Relationship Development ProspectingDevelop 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 Customer Relationship Management CRM DataMonitor team members use of the CRM system identifying and resolving standard issues and escalating them to a senior manager as appropriate Sales Opportunities CreationIdentify potential customers by obtaining information referrals and recommendations from existing customers and other contacts and or through participation in trade shows and conferences Operational ComplianceDevelop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential Maintain an understanding of relevant technology external regulation and industry best practices through ongoing education attending conferences and reading specialist media SkillsManages ResistanceUses comprehensive knowledge and skills to act independently while guiding and training others to acknowledge a client s indifference and gain agreement from the client to discover the root causes of resistance Understands Customer NeedsUses comprehensive knowledge and skills to act independently while guiding and training others to articulate the customer needs in the customer s business language and business context Customer-Focused ApproachWorks without supervision and provides technical guidance when required to orient the seller s organization around delivering to the key needs of their customers Maintains the RelationshipUses comprehensive knowledge and skills to act independently while guiding and training others to continuously provide effective solutions and value to the client s organization Builds RapportWorks without supervision and provides technical guidance when required to quickly and effectively establish trust within the buying centers in the client s organization Strengthens Customer ConnectionsWorks with full competence to connect with customers to strengthen the relationship meeting personal needs through positive customer experiences Typically works without supervision and may provide technical guidance Pre-Call PreparationWorks without supervision and provides technical guidance when required to carefully prepare for client interactions using established frameworks Understands the Buying ProcessWorks without supervision and provides technical guidance when required to align the client s sales process with their organization s sales process including the key influencers sales team members when appropriate EducationBachelor s Degree or Equivalent LevelExperienceExperienced practitioner able to work unsupervised 13 months to 3 years