Key Account Manager

Reporting to: Client Experience Manager

Main Purpose of Role

As a Key Account Manager, you will serve as the primary point of contact between the company and its clients, ensuring their requirements are understood and effectively met. To build and sustain strong and long-lasting relationships with Key customer(s) and maintain frequent contact with them and other departments within their business.

Key Responsibilities:

Responsible for the Key Account Management of customers and their wide range of on-demand mailings and provide buddy support to other members of the team as and when required.
Requirement to travel to client sites and organise regular face to face or video conferencing meetings.
Provide a first point of contact for queries and issues and co-ordinate any investigation ensuring the speedy resolution of customer queries.
To continually prioritise workload to react to changes and clients’ needs.
To manage the client expectations effectively ensuring timelines given are adhered to.
Maintain records of customer service issues and the details of incident resolution.
To be an advocate for the department and company in all communications and interactions.

Account Growth:

Anticipate and investigate customer needs regularly, identify potential selling opportunities in the relationship and work to drive business growth through new and existing clients.
Support the Account Director(s) by providing information to enable them to drive through different service offerings.
To prepare weekly/monthly reports to customers to demonstrate work undertaken in the specified period.

Management of Change:

Manage the development and implementation of Key Client mailings within production and through the business, from start to finish.
Input into the Production meetings to share details of new projects and project concerns.
Manage all new requests including the preparation of quotes and follow-up activities.
Effectively understand and interpret client briefs and translate into the documentation required to facilitate the smooth flow through the business. which is clear in the requirements and specification.

Reporting:

Checking accuracy of client invoicing & reporting and supplying peripheral charging information to the Finance Department, if applicable.
Maintain records of customer service issues and the details of Incident resolution.
To produce a written record/minutes from client meetings either face to face or phone/web for distribution to the wider business.
Ensure accurate reporting is carried out on your accounts monthly.
To ensure that customer reporting and proposals utilise the right metrics, all reports and proposals are professionally written and proofed, following all relevant company guidelines.
Ensure that handover details are produced for each client and that these contain the level of detail to enable any member of the team to understand the account and the requirements.
Assist the Account Director in the maintaining of the SLA documents including updating of contacts and applications, especial around retendering and contract renewals.
Maintain and manage stock ensuring usage volumes are updated as and when required.

Stakeholder Management:

Co-ordinating with internal departments, particularly with a focus on scheduling (Documents Services, Development and Production), to ensure client SLAs are met, work is scheduled in appropriately, components are in place and changes are carried out in a timely fashion.
To alert the Finance Department of any case where there is a known risk of a client not paying.
To co-operate as required with the Finance Department in securing payment from customers by chasing up overdue invoices for your allocated clients plus accounts shared with Account Directors.
To input into the annual financial budget plus reforecasting throughout the financial year for your allocated clients.
To be conversant and keep up to date with all of Adare SEC business capabilities and understand the features and benefits of all products and services to successfully promote these to customers.
To ensure that knowledge and understanding of the markets served by your customers is gleaned, maintained, and developed on an on-going basis.

Responsibilities may evolve based on business needs, and other duties be assigned as necessary.

Expected entry qualification/experience/skills

Minimum of GCSE “O” level passes in English Language and Mathematics or equivalent.
Relevant experience within a Customer Service environment, ideally within the Direct Mail/Transactional Mail or Print industry.
Possesses a sound working knowledge of windows-based applications.
To fully understand and make efficient and effective use of internal systems.
To demonstrate strong written and oral communications.
Ideally strong Print production knowledge.
Solid commercial awareness and customer-focused approach.
Sound commercial skills.
Proficiency in Word, Excel and Outlook.
Experience of working with industry related MIS systems.
Ability to interpret and process complex data. Comfortable working in a fast-paced environment.