Job Summary
This position is responsible for operating as the lead point of contact for any and all matters specific to the assigned customers as well as upselling in the Mombasa Region.
Minimum Qualification:Diploma
Experience Level:Mid level
Experience Length:2 years
Job Description/Requirements
A. JOB IDENTIFICATION:
A1 Substantive job titleAccount Manager
A2DepartmentClient Service
A3Job Reports toClient Service and Sales Managers
A4DivisionECTS
A5Direct ReportsN/A
A6Current Job GradeNon
B. JOB RESPONSIBILITIES:
B1: Overall purpose of the job:
This position is responsible for operating as the lead point of contact for any and all matters specific to the assigned customers as well as upselling in the Mombasa Region.
B2: Current duties of the job:
• Building and maintaining strong, long-lasting customer relationships
• Customer account management, including negotiating contracts and agreements to maximize profit where needed
• Develop trusted advisor relationships with the assigned accounts, customer stakeholders and any other related contacts that hold interest in the business
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Develop new business with existing clients and/or identify areas of improvement to meet sales proportions
• Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)
• Prepare reports on account Status-Weekly and monthly
• Follow up on any accruing debt (Subscription collections) for the assigned accounts
• Collaborate with sales team to identify and grow opportunities
• Assist with challenging client requests or issue escalations as needed
• Managing tagging bookings on a daily basis for all customers managed
• Following up on seals rented and sold with the customer to ensure they are working effectively
• Prepare reports on daily client communications with the customers on a daily basis.
• Upselling of KRA trucks.
• Any other duty as may be assigned from time to time
B3: Indicators of good performance of the job:
CUSTOMER RETENTION
• Retention Rate - Percentage of expiring contract renewals vs drop-offs (for subscription business)
• Customer Churn Rate - Percentage of customers who cancel their contracts or fail to renew them
• Customer Satisfaction Score – How satisfied customers are with your product or service (We use client surveys to track this metric)
• Support Requests - Number of calls or emails from customers reporting issues or requesting help
• Support Emails - Number of emails sent in response to requests for support
Performance Indicators for Strengthening Relationships:
• Strategic Emails – Number of emails sent to offer best practices, strategic advice, consulting, etc.
• Referrals - Number of new customers gained via referrals
Growing Revenue
Performance Indicators for Growing Revenue:
• Customer Upsell Revenue - Revenue obtained via upselling
• Customer Cross Sell Revenue – Revenue obtained via cross-selling
• Contract Extension Revenue - Revenue gained from contract extensions/other items
• KRA Trucks upsell – Revenue obtained via new sales
C. JOB REQUIREMENTS:
C1: Formal Education and Professional Qualifications:
• Diploma Holder preferably business course with sales and client relations experience.
• Strong business acumen. Must demonstrate commercial orientation
• Experience delivering client-focused solutions to customer needs
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
• Excellent listening, negotiation and presentation abilities
• Strong verbal and written communication skills
C2: Relevant working experience:
• At least 2 years working in sales and client relations related field
C3: Responsibility for internal and external relations:
a.Internal:Managing Director, Client Service Manager, Sales Manager, Regional Supervisor, Stock Coordinator, Account Managers, Sales consultants, SVU Senior Account Manager, Sales Administrators, Accountant, Head of Logistics,
Head of Technical
b.External:Clients, KRA
D: OTHER INFORMATION
1. One weekly meeting; - Level 10 every Tuesday’s from 7:30-9.00AM
2. Departmental meeting and Trainings
3. Any other meeting planned and called upon to attend
4. Collection target -Monthly on a receivable issued.
5. Entry salary of ksh 25,000
6. Commission on any sale made
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