Key Account Manager

You will be responsible for the account management of key accounts to agreed targets and achieve best in class customer satisfaction through proactive management of customer strategic objectives for service levels, environmental performance and legal compliance. You will work to improve profit margins made on all key accounts by identifying low margin / loss making work and negotiating price increases / introducing alternative services. You will be measured by achievement of account management targets, long-term profit margin improvement to each customer and the reduction of debt. You will be responsible for co-ordinating the customer reviews and clear documenting of meetings/service improvement plans/price negotiations.

Key Responsibilities and Accountabilities:

• Building relationships with existing clients to improve service and responding to any underlying customer concerns. Being aware of customer issues and ensuring they are resolved. Thus with great customer service ensuring we achieve extra services and margin increases
• Cary out site audits in order to benchmark current services and provide information for quoting of services
• Carry out site visits in line with Account management planner
• Prepare Site Waste Management Plans: a plan for each site to identify current arrangements and identify potential improvements, submitted within 3 months of mobilisation and reviewed annually
• Attend mobilisation planning meetings and coordinate / communicate mobilisations progress with customer sites and key company departments
• Carry out site performance and duty of care compliance audits
• Develop Service Improvement plans for each site across your portfolio of clients
• Prepare quotations / presentations for Contract Variations / new sites / Site improvements
• Complete/review customer documentation to ensure the accurate entry of details onto the company computer system
• Review first produced invoice to ensure accuracy of invoicing in line with provided services
• Assist credit control with resolution of customer invoice queries and debtor days
• Review customer environmental reports to ensure accuracy with services provided
• Assist in gathering of contractor details for environmental reporting
• Assist customer service department with resolution of sub-contractor service issues
• Review Customer Income Statement monthly and work to profit margin improvement targets
• Preparation of customer tenant packs and carry out customer tenant training sessions
• Develop one or more ‘show piece’ sites as leverage with potential new customers
• In liaison with the Out-Sourcing Manager optimising quality of service from local suppliers to agreed SLA’s and profit margins
• Assist with customer negotiations of annual/bi-annual price increase Ensuring standard forms are completed for changes that allows the administration team to set up the work up on AMCS without future customer or supplier queries
• Ensure any requested service changes are entered onto the systems to ensure correct invoicing
• Provide summary reports etc to the customers quarterly / annually showing the service success levels and cost saving / service improvements we have achieved
• Liaising with the Supply Chain Manager undertake ad-hoc annual duty of care audits with subcontractors (when in local areas)
• Ensuring these relationships with customers reducing exposure to potential bad debts. Manage cash flow from the customers and undertake dispute resolution as required
• Helping develop a verbal rather than e-mail communications ethos and helping ensure a ‘one-person holds the problem’ attitude
• Undertaking reviews on complaint escalations and developing long-term corrections
• Prepare monthly reports to management on key performance indicators

Skills and Experience

• Previous experience in an account management role
• Knowledge of the waste industry would be advantageous
• Self-confident, enthusiastic and with the ability to communicate at all levels using a variety of forms such as verbal and written
• Ability to proactively plan and prioritise workload