Key Accounts Manager

5 days ago

Nairobi, Nairobi Area, Kenya Career Directions Limited (CDL) Full time $60,000 - $80,000 per year
Position: Key Account Manager
Region: Nairobi
Reporting to: Head of Corporate Sales
Business Unit: Corporate Sales

Role Purpose:
To develop and maintain excellent relations with new and existing Corporate customers resulting in increased levels of customer retention and growth of revenues. This is to be achieved through:

• Proactive customer engagement; checking client's health status, usage patterns, complaints and mitigating issues arising

• Collaboration to ensure customer satisfaction

• Relationship management

• Identify new sales opportunities within existing accounts up selling and cross-selling

• Having solid knowledge of competitors' landscape

• Forecast and track key account metrics

• Establish budgets with the client and the company ensuring profitable and sustainable business.

Key Responsibilities:

• Contribute to the reduction and prevention of Churn.

• Contribute to the cost savings target of the business.

• Monitor usage for customers and propose the appropriate plans to spur usage with the goal of increasing Revenues.

• Build and maintain relationships with customers through health campaigns.

• Ensure the effective management of the customer requests maintaining high achievement in all quality critical matrices.

• Develop and demonstrate a thorough understanding of the customer needs and issues.

• Based on Client interactions, monitoring of key metrics and revenue reporting, provide early identification of churn to mitigate potential client issues or dissatisfaction.

• Identify opportunities to turn dissatisfied customers into satisfied customers.

• Follow the laid down processes and procedures to effectively carry out retention tasks and impact positively on the Revenues.

• Work cross functionally to address issues raised through client interactions.

• Create a business and market intelligence feedback for better management of products and services, communication, sales and delivery, as well as customer support and retention.

• Support the Billing and Finance team in money collection and issue resolution.

• Grow and develop existing customers as well as generating new business through lead generation.

Requirements Requirements

• Relevant Business degree or Communications degree

• Professional Certification

• 3 - 5 years – Customer Relationship Management, Customer Service

Skills

• Sales management

• Marketing skills

• Customer relationship management

• Sales Negotiation

• Product Knowledge

• Exposure to financial skills

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