Key Account Customer Relationship Manager - Customer Services at Rentokil Initial South Africa

Requirements

• Central point of contact to a KA Customer Sector, support the KAMs with retaining & growing a designated portfolio accounts against a designated set of targets.
• Provide leading edge “Proactive” & “Reactive” contact strategies that are customer defined.
• Lead on “After Sales Service” queries for customers within the designated portfolio, ensuring that the monitoring of progress is paramount to agreed customer service level agreements.
• On-boarding of new contracts and “Welcome Pack” and “Introductory” review with customers where required
• Provides the customer with a “One Stop Shop” desk based named contact into the business.
• Offers Intensive “Wraparound Care” for risk customers with priority planning process.
• Review CSI and Net Promoter feedback and deploy action plan to improve customer experience.
• Ability to view a customer 360 degrees and prioritise customers for service/sales/support.
• Ensuring that actions required for financial targets are deployed with customers on behalf of the business and recovered to mutually benefit both parties.
• Define contact plan within designated portfolios to minimise “risk” and maximise opportunities.
• Target for business growth sales & service team and individually on specific accounts.
• Co-ordinating customer projects, including major mobilisations, special events and bespoke products together with a contingency plan for each of these.
• Responsibility for retention of owned portfolio and supporting branch.
• Co-ordinate key account reporting and analyse issues up front to proactively resolve.
• The100% delivery of profiled customer closed loop solution.
• Complete ‘Account Reviews’ with portfolio customers
• Maintain customer portals

Key Deliverables

• To achieve agreed retention & growth targets within designated portfolio 
• To deliver and exceed portfolio & customer SLA’s within the agreed account plan and strategy.
• To source solutions for all customer queries against designated portfolios through on-going negotiation with key touch points within the Business.
• To deliver an improved customer satisfaction for “New” & “Existing” customers in relation to account set up and mobilisation.  
• The account manager will analyse RI performance for service and operations against agreed customer SLA’s and make recommendations and deliver long term improvements.
• The Account Manager will ensure the CRM management of the account is accurate at every level & that customer interaction are reflective in all primary data systems
• The account manager will work with customers educating and developing their understanding of our business regulations and compliance to support lean processes that mutually benefit the business and customer.

Essential Skills and Behaviours required for Success

• Strong influencing and negotiation skills.
• Demonstration of strong financial acumen to understand the impact of commercial decisions on the Company.
• Excellent customer service skills
• Ability to build good, sustainable relationships with Customers and RI functions.
• Self motivation and the ability to work on own initiative.
• Tenacity to deliver exceptional customer service. 
• Ability to demonstrate determination in setting personal objectives and the achievement of goals.
• Well organized and methodical in approach to drive accurate solutions for our Customers.
• Ability to influence people across RI to act and focus action on the right priorities.
• Proven ability to meet targets with a positive record of achievement of stretching KPIs & objectives.
• Confident with the ability to challenge poor performance and deliver marked change for customers
• Ability to multi-task and be resilient in a high pressured and fast paced environment. 

QUALIFICATIONS and  EXPERIENCE

• Target driven & Customer service experience of achieving and exceeding stretching portfolio targets.
• Field Sales and/or Account Management experience.
• Ability to understand financial, commercial and customer driven targets and objectives. 
• Evidence of building and growing new business along with the tactical process for retention.
• An understanding of how a sales & customer service function align in a portfolio business.
• Understanding of customer market segments in which our customers operate commercially.
• An understanding of the threat posed by our competitors and how to impact on this. 
• Account planning & contact strategy of customers by segment and customer intelligence