Customer Experience Manager at Epiroc

Mission

• The role encompasses full accountability for the strategic positioning, relationship management, operational delivery, client satisfaction, financial performance (including revenue and cost), and growth of dedicated accounts, ensuring account growth and profitability.  This is an exciting and challenging opportunity for the successful candidate to be an integral part of the rapidly growing digital and automation portfolio within Epiroc.  Ensuring that the existing customer base within Southern Africa is maintained and that upselling opportunities are managed from initiation to closure. Epiroc is the world's leading provider of Enterprise Integration Solutions for the mining technical software industry.

Responsibilities:

• Financial: 
  • Achieve sales targets within account set.
  • Perform weekly forecast reporting.
  • Meet financial targets for sales, profitability, and productivity.
  • Manage account-related risks.
  • Handle invoicing and client payments.
• Client:
  • Build and maintain executive-level relationships.
  • Balance employee and client satisfaction.
  • Ensure service delivery and client satisfaction; conduct monthly SLA meetings.        
  • Maintain client relationships for account and contract retention.
  • Provide thought leadership for value-adding client relationships.
  • Manage client contracts, renewals, CPI increases, and change requests.
• Internal:
  • Coordinate bids and contract negotiations.
  • Oversee sales teams within account set.
  • Manage account sales in collaboration with business development and product sales teams.
  • Adhere to standards, templates, and rates.      
  • Update financial forecasts weekly

Qualifications:

• A minimum of 5 years of sales / account management experience in the ICT / Services sector
• Business management diploma or equivalent qualification will be advantageous
• Proven industry experience in business management in complex environments (services and solutions).
• Advanced understanding of the mining industry sector would be a distinct advantage.
• Proven experience of growing revenue in the services environment through an account management /sales team. 
• Experience in deploying technology projects (automation and/or digitalization) within the mining industry

Skills:

• Abilities to multitask on different projects and tasks
• Accountability
• Critical thinking skills
• Relationship management skills
• Good communication skills and the ability to consult with customers
• Strong presentation skills
• Above average report writing skills

Attributes:

• Safety-First and Collaboration Mindset
• Ambition and Persistence
• Communication Skills
• Customer Care Focus
• Motivation and Enthusiasm
• Independence
• Ownership and Accountability
• Energy and Passion

Additional Notes:

• This is an exciting and challenging opportunity for the successful candidate to be an integral part of the rapidly growing digital and automation portfolio within Epiroc. This role is key to ensuring that the existing customer base within Southern Africa is maintained and that upselling opportunities are managed from initiation to closure. Epiroc is the world's leading provider of Enterprise Integration Solutions for the mining technical software industry. Travel is required for this position, and the successful candidate must have a car and a valid driver's licence.