Key Account Manager at CDL Human Resource

Job summary/ Job purpose/ Role Intent:

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 customers 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

Job Magnitude: Team Size

• Number of employees directly reporting to this job:  n/a
• Number of indirect reports (i.e. employees reporting to the direct reports):  n/a
• Number of 3rd party staff e.g. contractors, consultants, outsourced service providers reporting to this job:  n/a 

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.

Principal Outputs for this role

• Contribute to the reduction and prevention of Churn
• Achieve the sales targets as set out with line manager
• Develop and demonstrate a thorough understanding of the customer needs and issues
• Contribute to the cost savings target of the business
• Build and maintain relationships with customers. Conduct joint customer meetings to drive volumes and profitability

Requirements

• Qualifications- Academic and Professional
• Relevant Business degree or Communications degree
• Professional Certification

Experience

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