Senior Manager - Key Accounts & Sales - Courier Brand

Openings For Senior Manager Key Accounts & Sales With One The Leading Courier Brands Of India Based In Chennai

Position : Senior Manager / Super Key Account Manager

The Super Key Account Manager will be responsible for managing of key accounts, maintaining a long-term relationship with customers and maximizing yield opportunities& revenue growth within them.

Focus on building sustainable relationship there by increasing the share of wallet and driving revenue growth from the customer by becoming a strategic partner and advisor to the customer, discovering new opportunities to work together for mutual benefit & creating long & lasting relationships in order to achieve designated sales targets through the implementation of appropriate and unique strategies for the customer & working closely with various business departments in order to maintain and further develop the relationships.

The Key Accounts Manager will represent the entire range of solutions to the customer. He will lead the customer's account planning program and ensure that the customer's needs and expectations are met by the organization.

2. Key Responsibilities :

Responsibilities :

- Customer Management: Maintain knowledge and awareness of competing products/services, discount and pricing structures, and overall strengths and weaknesses in order to determine how best to service and motivate the customer to stay & grow with organization

- Run / Own & participate in regular sales reviews / QBR's in conjunction with the Regional Sales Team & KAM. Maintain data and information relevant to the customer for the purpose of conducting analyses that influence specific decision making benefitting the organization

- Responsible for ensuring that profitable yields & volume growth and strategic objective targets are met for the customer. Also responsible for assessing, clarifying, and validating the customers' needs on an ongoing basis, maintaining high customer satisfaction ratings (CSS & NPS).

- Regularly follow up with the customer regarding shipments/volume and timely collections of payments as per Logic & SLA. Lead solution development for the identified improvement areas, coordinating involvement of the relevant business functions - IT/Operations/Finance & Accounts/Customer Service etc.

Opportunity : Responsible for the generation of business as well as in the identification and evaluation of business opportunities by keeping an eye out for business best practices, trends, and developments that will enable the organization the business by keeping customers satisfied and loyal to us.

Strategy : Play a major strategic role by implementing sales strategies that lead to high customer satisfaction, hence, building awareness and credibility with the key customer senior management. Also take part in the strategic account planning process in which shipment targets, performance objectives, account management SLA's, and critical milestones over specific periods of time are decided upon.

Analytics : Prepare & conduct detailed reviews against target achievement and creates reports for senior management, which facilitate the creation of informed decision-making and strategy formulation. Also prepare analytical documentation for customers business to enable strategic decision making by the CCO.

Knowledge : Thorough knowledge on the best practices, market trends, customer trends, and the competitive environment. Stay in tune with companies functional ERP's / CRM tools and technological advances that come in handy when managing customers and more so the challenging ones.

Collaboration : Closely working with the customer service/Operations/ IT functions in an effort to meet performance objectives as well as customer expectations through complimentary cross-functional efforts. Also liaises with senior management across functions in the creation and determination of departmental strategies, financial requirements, and customer management standards.

Additionally :

- Achieving annual/quarterly/monthly sales targets for all products consumed by the customer & high frequency KPI.

- Ensuring high levels of customer satisfaction as well as up-sell and cross-sell potential within the customers' business to maximize share of wallet.

- Coordinating the post-sales follow up, internally with functions to deliver SLA & Best in Class service with the credo of ICCC - Insanely Customer Centric Culture.

- Monitoring market trends and providing regular competitor feedback.

- Drive effective customer complaint handling in terms of escalations, late deliveries, claims etc.

- Support the sales team in conducting client visits, as and when required.

- Track Net Service Levels (NSLs) to identify areas where customer satisfaction levels are not being met and initiate remedial actions, if required.

3. Requirements :

Requirements :

- Diploma/degree in Sales, Marketing, Business Administration or related field.

- Strong track record of success within customers.

- Experience in delivering client-focused solutions.

- Highly goal oriented, assertive and a hands-on problem solver.

- Possess excellent communication & interpersonal skills.

- Demonstrate the ability to communicate, present and influence credibly and effectively at all levels of the organization.

- Analyse and draw inference from data.

- Familiarity with CRM tools (e.g. Salesforce)

People :

Interpersonal Skills : Committed and goal orientated, customer & service-oriented, have a positive can-do attitude, be comfortable working in a fast-paced environment, be a calm and patient individual who is able to accommodate difficult customers work comfortably in a fast-paced and highly competitive business environment, be highly adaptable to change, and demonstrate composure under stress and uncertainty, inspiring the same in teams & other management personnel.

Experience : Key Account Management experience in addition to showing aptitude to quickly learn and develop an understanding for account planning in the key account management department. The candidate will have proven problem solving and decision making skills. A suitable candidate will also have demonstrated a great deal of sales experience, possessing an ability to drive sales and having met and even exceeded business targets.

Communication Skills : Communication skills are a major requirement of this position. The Super KAM is tasked with handling high-value business customers and should, therefore, be able to consistently address those customer concerns while offering clear, concise, and understandable responses to their prompts. Customers feel unfulfilled where communication is ambiguous/vague or incomprehensive and, therefore, it is absolutely necessary that the Super KAM possess outstanding communication skills in both written and verbal form.These skills are also necessary in the drafting of reports that he presents to senior management for decision making and strategy formulation. He should, therefore, be in a position to convey even the most complex information in simple and clear language and in a manner that is convincing.

Ms Office : High proficiency in Ms Word, PowerPoint, and Ms Excel which are necessary for the creation of visually and verbally engaging reports and presentations for the senior management as well as commercial material for customer .

Analytical Skills : Portray interest and skills in planning and operational analytics practices, for example, competitive analysis. Must demonstrate ability to process raw information and data and translate it into actionable insights such as new sales opportunities and strategies. Also demonstrate some proficiency in financial analysis, being able to identify profitable sales opportunities and the development of financially viable long-term key account plans.

4. Key Result Areas and Key Performance Indicators

S. No. Key Result Areas Key Performance Indicators

1. Maximize Performance - % increase in revenues/shipment/tonnage from assigned Key Account

- Cross-sell revenues from assigned Key Accounts

- Maintain yield quality

2. Drive Customer Satisfaction - Net Service Levels & SLA achievement

- Customer Satisfaction Scores

- NPS Scores

3. Drive productivity of key accounts/sales team in the region - Revenue/Shipment/Tonnage growth

- SOW growth

4. Ensure Effective Customer Complaint Handling - DSO

- Logic Remittance Target

5. Ensure Performance Driven Culture - Adherence to Performance Management system timelines and guidelines

6. Employee engagement and retention - Employee Satisfaction Score of employees in the team

- % attrition in the team