Key Accounts Manager - Inland at Servest SA

Minimum Requirements

• Matric
• Diploma/Degree
• Minimum 4-5 years relevant experience within the cleaning industry
• Minimum of 5 years in a customer facing role
• Proficiency in MS Office, as well as CX/CRM software.
• Valid driver’s license
• Ability to work well under pressure
• Problem solving skills.
• Emotional intelligence

Duties & Responsibilities

• Building and maintaining a relationship with allocated accounts, and visiting these at least once a quarter or as per client’s requirements
• Minimum of X client visits per week
• Ensuring that all cancellations / threatened cancellations are addressed as follows:
• Respond to client within 1 hour of notification.
• Meet with client within 48 hours of receiving notification (NSKAM / Operations Director / Managing Director to assist)
• Address all client concerns timeously
• All cancellations must be recorded.
• 3 months forecast required on possible losses (recorded)
• Report and ensure corrective action are taken with regards to any breaches in delivery with the operational team (Ops/Branch and Regional managers)
• CRM Management - Sales Force must be updated on a weekly basis - ensuring that the integrity of the information inserted into the management system is not comprised and to ensure there is validity and it is adding value to the business/retentions.
• Analysis/unpacking of lost business reports & CPR reports – corrective actions to be implemented based on analysis to mitigate losses.
• Client negotiations to ensure optimised site profitability
• Collaborate with the operational team to ensure that contractual obligations are met (clients to be held to signed contract)
• Upsell on existing service(s) & completing tenders on existing clients with the support of the operational team and submission by the Tender Administrator/Tender manager.
• Contract resigns – as per portfolio prior to lapse/expiry of current contract. – 90%
• To be able to draft Costings, proposals, addendums, Service Level Agreements
• Do site survey and reports when required.
• Identify new opportunities for the company – lead generation to sales.
• Timeous response on queries received. – Communicate with client on receipt of query and depending on risk it must be resolved with 48Hours.
• Feedback and communication with all internal departments – management, sales, operations, finance, debtors’ liaison, and clients
• Ensure that annual increases are communicated to all clients allocated to him / her and ensure that billing adjustments are done timeously.
• Attend weekly feedback meetings with your NSKAM.
• Attend monthly sales meeting with Divisional Sales Manager
• There may be additional duties or changes to the above description – flexibility is key