Account Manager

Job Title: Account Manager

Reports to: Senior Account Manager

Working Relationship: Operations Director, Senior Account Manager, Engineering Team, Application Support, Product Manager, Finance and Business Development Team

Main Role Purpose: Fully responsible for project delivery whilst building and maintaining long-lasting client relationships. Serve as the main point of contact for projects and related account management to ensure customer satisfaction.

Key Responsibilities

Delivery & Planning:
  • Oversee project delivery to ensure we comply fully with our standard operating procedures
  • Set up project milestones and invoicing dates and amounts in the relevant system
  • Responsible for project delivery, including customer relationship, delivery schedule, internal stakeholder, subcontractor management, budget control. Feedback to the appropriate team regarding project progress and likelihood of any negative deviance to plan
  • Lead project related meetings with the customer and working closely with the engineering team
  • Provide effective communication to both internal project, external stakeholders and all team members to ensure everyone involved in the project is aware how it is performing
  • Comply with and provide data to input into the departmental and business level KPIs
  • Complete project evaluations to share lessons learnt. Actions identified are managed to achieve continuous improvement

Customer Satisfaction:
  • Responsible for assigned customer accounts including review calls to ensure customer satisfaction
  • Works closely with Engineering and Operational Improvement teams to provide all stakeholders with status reports and ensure effective communication throughout delivery process
  • Measure and track customer satisfaction from installation projects and on-going support building a strong understanding of the customer satisfaction levels
  • Ensure that contractual obligations and requirements are met concerning all elements of the service delivery for assigned customers

Business Development:
  • Identify product improvement opportunities and channel through product prioritisation process
  • Identify new opportunities with the customers, developing strong customer relationships and work closely with the Business Development team to progress any opportunities forward

Knowledge, Skills and Experience:

  • Customer account managers need to have outgoing and positive attitude to enable them to perform the task of satisfying the desires of the customer
  • Manage expectations through building positive relationships with the ability to have tough conversations
  • Good organisation ability and great attention to detail
  • Excellent communication skills in both verbal and written formats
  • 2-3 years previous experience in a similar role ideally within FMCG manufacturing
  • Excellent PC skills, familiar with most MS Office products. Comfortable to use unfamiliar software packages with no / minimal training
  • Must be dependable, responsible and be able to work within strict budgets and deadlines
  • Strong critical thinking and problem-solving skills, as well as the ability to interact well with all levels of the organisation, internally and externally
  • Project management skills, decision-making ability, leadership, and organisational skills
  • Full clean driving licence and current passport
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