Key Account Manager
2 weeks ago
POSITION SUMMARY**The Key Account Manager (KAM) is responsible to drive growth and maximize retention of a portfolio of accounts. The Key Account Manager creates demand, identifies new opportunities within their portfolio, and sells creative solutions aligned to the customer needs. As the primary point of accountability, the Key Account Manager is responsible for customer advocacy, driving continuous improvement and collaborating to deliver on customer commitments across multiple teams and geographies. Key Account Managers utilize their broad understanding of C.H. Robinson's (CHR's) industry leading modes/services/products, technology, and business process to retain and grow customers within their portfolio through the sale of diverse products and services.
DUTIES AND RESPONSIBILITIES
The duties and responsibilities of this position consists of, but are not limited to, the following:
Business Development:
- Accountable to elevate and expand credible relationships across functional departments within the customer supply chain
- Leverages network SME's to collaborate on the solution and pipeline development of product, mode, or service line opportunities
- Expands market share by driving an active opportunity pipeline and qualification process in CRM, and when applicable collaborate with additional resources to identify and drive market share expansion
- Conducts regular business reviews, leveraging internal data and market intelligence to gain customer insights, and understand positive and negative trends in data, to uncover new opportunities for growth, increase sales, and retain and grow the business by presenting strategic solutions to customers
- Uses strategic negotiation and sales strategies at the management and director level in discussing complex pricing and selling solutions with customers
- Analyzes and shares customer specific data, requirements and expectations with internal resources in order to collaboratively create viable supply chain solutions for customers
- Applies multifaceted knowledge of market intelligence, customer information and internal data/intelligence to identify new opportunities, provide customers with business insights, and improve customer outcomes
- Owns account strategy including RFP, proposal, and award management through a clear understanding of customer buying habits and CHRs position within the customer's supply chain
- Proactively manages customer pricing strategy by leveraging internal tech, tools and SMEs
- Consistently pursues personal development opportunities to expand understanding of Robinson's modes/services/products and technology
Customer Experience:
- Manages conflict and navigates difficult conversations with the customer, using tact and diplomacy
- Acts as an advocate for customers, internally conveying their customerspecific needs across the organization, to ensure proper alignment and prioritization of resources
- Targets and manages road map toward continuous improvement for their customers working directly with the account team to ensure exceptional service is delivered to C.H. Robinson customers
- Collaborates and actively communicates with partners on the capacity/product/supply team to identify strategic solutions for complex issues
- Engages internal leadership team members to ensure alignment, resource prioritization and participation in account strategy
- Partners with operations and capacity/product/supply teams to ensure optimal execution through the use of SOPs, best in class business processes, and mutually agreed upon customer KPI's
- Partners with sales team to provide holistic plan for transition of customer accounts, define expectations and timelines, seek opportunities to leverage automation and set plans for execution
- Accountable to customer feedback, inclusive but not limited to NPS survey corrective response action planning
Financial Accountability and Process Efficiency:
- Proactive review of financial results, volume, and service performance reports and to monitor and drive account health
- Identifies and implements solutions to champion process improvement and cost avoidance for customer
- Understands negotiated payment terms and ensures AR processes are adhered to
- Regularly reviews AR dashboard and ensures timely action is taken with customers
- Other duties or responsibilities as assigned according to the team and/or country specific requirements
QUALIFICATIONS
Required:
- High School diploma
- Minimum 4 years of experience in sales and/or account management
- Ability to travel up to 30% (domestically and internationally)
Preferred:
- Supply chain knowledge
- Bachelor's degree from an accredited college or university
- Proficient in Microsoft Office Suite of Programs
- Demonstrates and drives a data driven approach
- Demonstrated influencing, negotiation, collaboration, communication and presentation skills
- Proven track record of delivering measurable financial results
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