Customer Account Manager

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 clients 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 (i

e

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 customers 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 customers 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 (e

g

, price reduction) that gain the customers 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