Customer Account Manager

3 weeks ago

Faridabad, India GKN Automotive Full time

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. Lead 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 (. 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 responsibilities

Key Account Management

Manage 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 Management

Develop 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 Clarification

Set 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 Propositions

Use 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 (., price reduction) that gain the customer's agreement.

Promoting Customer Focus

Assist with the development of internal communications and work collaboratively with colleagues to build strong external customer relationships and meet customer needs.

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. 

Customer Relationship Management (CRM) Data

Monitor team members' use of the CRM system, identifying and resolving standard issues and escalating them to a senior manager as appropriate.

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. 

Operational Compliance

Develop 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.

Skills

Manages Resistance

Uses 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 Needs

Uses 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 Approach

Works 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 Relationship

Uses 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 Rapport

Works 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 Connections

Works 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 Preparation

Works without supervision and provides technical guidance when required to carefully prepare for client interactions using established frameworks.

Understands the Buying Process

Works 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.

Education

Bachelor's Degree or Equivalent Level

Experience

Experienced practitioner able to work unsupervised (13 months to 3 years)

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