General
This role is responsible for managing one or more identified large/key customer accounts and be the single point of contact for the customer within the organization.
Responsibilities
a) Responsible for managing one or more identified customer accounts and be the single point of contact for the customer within the company.
b) Responsible for delivering the budgeted revenue, gross margin and volume through direct selling, deep selling and cross selling of products/services to the customers.
c) Identifying opportunities for expanding services and organizing meetings with product heads, OKAM up to closure (commercial agreement included)
d) Scheduling of monthly and quarterly reviews and timely execution of all agreed actions with the customer
e) Achieving new business & customer retention goals by leading & controlling a structured negotiation process to secure the best terms for customer and organization.
f) Responsible for total customer satisfaction and resolution of all issues with the customer
g) Escalating open issues which are beyond agreed timelines within company or the customer organization as the case maybe till they are resolved
h) Provides timely, accurate and standard CRM reports to management including sales activities, competitor information, business opportunities etc.
i) Agreeing on the scope of services and the KPI’s for measuring the quality of service delivery
j) Having a clear SOP drawn up for each service and having the same signed up both by the product heads as well as Customer
k) Disseminating the SOP and KPI’s across the product teams and training the teams on the same
l) Ensuring that the SOP and KPI’s are circulated to the concerned people within the company network where required
m) Ensuring regular reporting of KPI’s across product lines and submitting the same to the customer at agreed intervals with full analysis of the performance and reasons for deviation if any
n) Renewal of contracts and commercial terms at regular intervals.
o) New business development on the focussed verticals.
Educational Qualification
- Mandatory - Graduate in any discipline
- Preferred - Post-graduate in Management with specialization in International Business/ Shipping and Logistics/ Sales & Marketing
Experience and Skills
- 10-12 years of Sales experience with 3-4 years in managing and developing large global and local accounts.
- Team player with effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely to obtain positive results.
- Computer savvy with excellent knowledge of MS office.
- Language Proficiency – Excellent verbal and written communication
- Commercial and analytical thinking
- Collaborative work ethics
- Influencing, Negotiation and Selling skills
- Customer Service Orientation
- Achievement Orientation
- Process Orientation
