Key Accounts Manager

Job Discription:

Firstgroup is customer led and service driven. A Key Account Manager is responsible for managing key accounts, acquiring a thorough understanding of key client needs and requirements, expanding the relationships with existing clients by continuously proposing solutions that meet their objectives.

Responsibilities:

Implementation of Client Portfolio:

• Understanding the requirement (Services|Protocols)
• Documentation of agreed processes (Agreement|Client Detail Form)
• Systems (Creation of Dreamtec node|Creation of Accumatica Account)
• Telephony (creation of Smart Access Number|Trigger Number|IVR Recording, Scripting)
• Data (Linking of client data to Dreamtec| Business Rules|Testing)
• Rates (Documented, Implemention on Dreamtec|Tested)
• Training (Contact Centre Agents)
• Understanding of Bluespec, Firstassist, Towing and Emergency Services Industry.

Knowledge of Client Portfolio:

• Implementation Set Up (Agreement | CDF)
• Operations (Processes | Protocols | Service Levels) & Finance (Processes|Requirements)
• Ensure Compliance and Understanding of client portfolio by all internal departments

Extensive Reporting to Clients:

• Monthly Utilization Stats,Service Enquiries & Various Analysis Reports.

Constant Interaction with Clients:

• Management of Emails Escalations
• Monthly Operational Meetings

Admin:

• Creation of Documents & Maintaining of Sharepoint client folder (Saving of Documentation|Email Communications)
• Minutes of Meeting (Submission within 24 hours of Meeting) & Fuel Reviews|Rate Renewals