The Key Account Manager is responsible for managing key customer accounts, maintaining long term relationships, managing existing portfolio & driving growth within existing customer accounts. Key responsibilities for this role include end-to-end customer program management (single point of contact for the customer) such as i) converting enquiries to cost proposals & contracts ii) managing order-fulfilment till dispatch iii) establishing regular communication with the customer from timeline, cost, HSE, quality and delivery schedule perspective.
Key Responsibilities
Strategic
- Develop comprehensive business plans for each of the key accounts
- Create customer relationship management strategy for all key accounts
- Lead the customer account planning cycle and ensure that the customers needs & expectations are met by the company
- Contribute to building Market Intelligence based on interactions with customers
- Keep track of latest market developments and update other Key Account Managers about potential opportunities
- Attend industry meets, such as association events, conferences, exhibitions etc. and interact with external agencies to build PI's brand
- Meet expectations to ensure the highest level of customer service and increased value to the business
Operational & Financial
- Implement successful customer development & management plan via activities such as
- Manage all the business discussion and relationship with existing customers
- Conduct internal and external analysis on customer's business
- Create and maintain a database of clients business, product portfolio and their requirements
- Communicate effectively with the client and respond to complex queries with regards to contract obligation
- Administer meetings between client decision makers and company's practice leaders/Director
- Participate in Customer Visits to demonstrate PI's infrastructure & capabilities
- Serve as the single point of contact for the customer for end-to-end program management to drive activities such as i) converting enquiries to cost proposals & contracts ii) managing order-fulfilment till dispatch iii) establishing regular communication with the customer from timeline, cost, HSE, quality and delivery schedule perspective
- Collaborate with internal departments like Manufacturing Strategy, Production, Operations, HSEQ, Commercial etc. and provide customer feedback on specific issues faced by key accounts
- Take P&L accountability for the key accounts (account-wise); develop quarterly/ yearly forecasts & sales plans and generate and disseminate periodic performance reports
People
- Drive cross-functional interactions between various departments & collaborate with key stakeholders translating into customer satisfaction
- Collaborate with other Key Account Mangers to understand the requirements of other customers
Educational Qualification & Experience:
- Master of Business Management (MBA) from Tier 1 institution (E.g. IIMs/ISB/XLRI/FMS etc.). Bachelor's degree in Engineering (preferably chemical)
- 10-12 years of experience in end-to-end program management & managing customer accounts
