Key Account Manager

Job Function

To manage the processes, teams and resources that improve, grow and retain key clients/customers through the successful implementation and management of client/customer contracts, contributing to operational effectiveness, client/customer satisfaction, reduced risk, profitability, and compliance to relevant policies and regulatory requirements.

Key Performance Areas:

• Provide expertise in assessing the gap between the current state and desired future direction and establish effective ways for closing the gap in own area of accountability.
• Provide advice and support in the analysis, development, and implementation of best practice in area of specialization.
• Obtain, analyze and report on business performance and identify initiatives that will improve business results.
• Provide value-added practice improvements, initiatives, and services to deliver on organizational objectives.
• Drive and participate in forums that positively contribute to functional knowledge improvement.
• Provide advice to prevent and reduce financial wastage in the relevant business area.
• Develop and maintain relationships with relevant stakeholders that contribute to a culture of customer service excellence.
• Compile, analyze and report on applicable client account plans consisting of service levels, risks, financial performance, improvement opportunities, and other information.
• Identify, report on and resolve client-related risks.
• Receive, record, resolve or escalate and follow up on client/customer queries or orders and provide regular feedback.
• Identify and drive client/customer growth opportunities.
• Manage and report on the revenue budget for clients/customers.
• Manage the accurate billing of clients.
• Compile and execute engagement plans for applicable clients.
• Implement and manage ad-hoc changes and annual reviews of contracts, terms & conditions, rates & service agreements for applicable clients.

Qualifications Required:

• Relevant tertiary qualification.

Experience and Skills Required:

• Up to 8 years of experience in a similar environment, with at least 5 years operational leadership/specialist experience.
• Computer literacy.
• Sound communication, interpersonal, administrative, and conflict management skills.