FUNCTIONAL OVERVIEW
Focus on maintaining good relationships with clients and improving the company's services to provide best-in-class customer experience by consistently or exceedingly meeting the established service level agreements (SLA) with all the clients and customers within the designated area or region.
The role acts as an overall liaison of the client and the KMC business to ensure excellent service delivery is at the topmost priority to promote better partnership, confidence, growth and compliance.
As an imperative, the role must resolve issues and concerns by providing sound resolutions through a structured or data-drive approach while still observe flexibility.
The role maintains an effective level of business literacy and professional intuition to anticipate and address client needs.
PRIMARY ROLES AND RESPONSIBILITIES
To build rapport and develop a strategic relationship with client stakeholders and grasp fully the business of the clients and anticipate the needs to provide best-in-class customer experience. ( Business-Savvy )
To be an effective negotiator and understand the financial capacity of the clients and KMC’s business operations while providing the expected service delivery. ( Financially-Savvy )
To learn the business model of the clients and provide value-add recommendations for the retention, growth and expansion of the clients’ business.
Business Intuition )
To maintain high level of morale and confidence in carrying out the business needs of the various clients by being an effective liaison and provide efficient resolution given the reasonable timelines.
Project Management )
BUSINESS DEVELOPMENT
Conduct and come up with a comprehensive market study / research of their area of responsibility (inclusive of percentage of the industry and companies within the area)
Occupancy Rates
Availability
Revenue and Cost
Gross Profitability
Pipeline / Funnel Report of Leads (walk-ins and viewings)
Stacking Plan
Top 20 Clients
Oversee initiatives to keep competitor analysis updated
Develop a network of industry contacts to generate new business
Develop new accounts and ensure that new leads are tapped promptly and proactively
Establish connections with top 1,000 corporations
Ensure that high area occupancy rate is achieved
Dealing with all aspects of a sales campaign (end to end)
Develop and oversee initiatives to enhance sales performance
Develop and execute recommendations that drive revenue
Manage dealings with all aspects of a sales campaign
Develop and oversee initiatives to enhance sales performance and customer satisfaction (and in turn Client retention)
Collaborate with Marketing team on possible events, initiative and partnerships that will help his / her area grow its revenue
Developing new Accounts by responding promptly and proactively to new leads
Attending a minimum of four (networking) events every month
ACCOUNT MANAGEMENT
Manage a KMC facility / facilities and respective accounts as allocated by VP for Sales and / or Area Manager
Ensure that initiatives are properly executed to enhance customer satisfaction (and in turn improve client retention)
Participate in screening, coaching and appraising support staff (IT, Admin etc allocated to aforementioned facilities
Ensure detailed feedback is received for Closed Lost deals as well as for existing tenants who decided not to renew
Conduct Quarterly Business Reviews with the current tenants in their area of responsibility
Facilitate Account planning and mapping
Develop, maintain, and extend client relationships
Assist with developing processes, policies, and procedures as required
Implement and drive strategies to grow revenue from clients
Deliver proactive account management by providing creative solutions to clients
Managing the work of account executives
Responsible for the health and maintenance of the whole assigned area(ensuring Showroom readiness at all times)
To help achieve a good and growing margin of the area of responsibility
Conduct regular site and client visits to maintain and grow client relationship
Ensure delivery of Client requirements through internal and external support
Work with each client to establish target goals and objectives
Implement and drive strategies to grow revenue from Clients
Conduct regular Client visits / meetings (at least weekly)
Day-to-day client relationship management
Leading project management activity
Ensuring necessary actions are undertaken by the account team
Delivering presentations to high-level executives
Delivering presentations to commercial brokerage companies / employees
as required
SERVICE DELIVERY
Overall point of contact for all client concerns regarding service delivery, contractual obligations, sales and marketing concerns, etc.
Ensures that all business-related service level agreements (SLAs) are met within the specified timelines.
Ensures all escalations are resolved to the benefit of the business.
KEY COMPETENCIES
Proficient Oral and Communication Skills
Strong sense of Business Acumen
Financially-Savvy
Exceptional Customer Service
Strong Project Management
Time Management
Business and Market Trend Analysis
Interpersonal Skills
QUALIFICATIONS
Three (3) Years Well-established Experience with Account Management and handling Service Delivery preferably managerial or at least supervisory role.
Well verse in MS office and presentation tools (Photoshop, PowerPoint, Adobe Premiere, MailChimp, etc.)
Solid background with Project and Time Management
Exceptional Level of Commitment towards Customer Experience
Job Description
