Key Account Manager

**Key Accounts Manager - Cape Town**

**Role Function**:
The role of the KAM is twofold. Firstly, he/she creates trust-based business relationships within the portfolio of key account customers, to ensure their retention and mitigate the risk of these customers moving their commodities/cargo to competitors. Secondly, he/she is responsible for expanding the business relationships with existing customers by continuously executing solutions that meet their operational requirements. He/she will identify opportunities for growth within the existing customer base, improve relationships with key stakeholders and ensure increased collaboration between internal and external stakeholders to create actionable plans that will result in the delivery of exceptional customer service.

The KAM is a strategic partner and advisor to customers and will also be their main point of contact within the company. He/she will work with customers from the On-boarding stage, with the intention of establishing longstanding, mutually beneficial business relationships. This will entail managing the overall key account relationships to ensure excellent customer service during implementation (On-boarding), transition to operation and ongoing maintenance of the account.

**Key Performance Areas include, but are not limited to**:

- Nurture long-term and mutually beneficial relationships with customers
- Retain contact with relevant internal and external stakeholders to ensure that the customer’s operational requirements and expectations are properly met and fulfilled
- Ensure high levels of customer satisfaction as well as up-sell and cross-sell potential within the existing customer base
- Create a differentiated value proposition for each customer
- Troubleshoot and align internal service offerings to the customer’s specific requirements
- Ensure that the relevant Operations managers are appraised of and understand all the key deliverables of the customer’s SLA at all times, including when changes are made thereto
- Fulfil the role of the main company liaison in the On-boarding of new customers, especially as this relates to collaboration with the regional Operations team thereon
- Project manage special projects and/or out-of-spec requirements for customers, as and when required to
- Manage the customer’s interactions with other employees and departments, and any other touchpoints within the company
- Timeous and efficient resolution of customer queries in a professional manner
- Provide assistance with bid/tender processes, as and when required
- Ensure that customers are contacted regularly and visited, as and when required
- Continuous assessment of customer requirements, identification of “at risk” accounts and escalation thereof to the relevant internal stakeholders

**Essential Requirements**:

- Matric/Grade 12 Certificate
- At least 10 years’ working experience in a Freight/Logistics/Supply Chain environment
- At least 3 to 5 years’ practical working experience fulfilling the same/a similar role
- Excellent English written and verbal communication skills
- Proficient on MS Office Suite
- Ability to customise solutions to meet customer requirements
- Excellent time management and ability to prioritise
- Diplomatic and ability to be assertive, when required
- Business acumen and financial savvy
- Ability to build strong relationships with strategic partners
- Experience in providing solutions based on customer requirements
- Ability to problem solve and negotiate, when required
- Ability to manage multiple key accounts without compromising on service delivery to any
- Exceptional customer service skills
- Flexibility with regards to working hours
- High level of administrative and organizational skills

**Recommendations**:

- Commercial degree
- Adaptability and agility