Key Acount Manager - After sales (H/F)
The Key Accounts Manager - After Sales is responsible for managing and maintaining strong relationships with key Original Equipment Manufacturer (OEM) clients in the mining industry. This role primarily focuses on post-sales activities, ensuring customer satisfaction, resolving issues, and identifying opportunities to enhance product/service offerings. The goal is to maximize customer retention, drive revenue growth, and contribute to the overall success of the organization.
Main responsibilities and related tasks
1.Account Management:
Develop and maintain relationships with key OEM clients, understanding their needs and expectations regarding after-sales support.
Serve as the primary point of contact for key accounts, ensuring timely responses to inquiries, concerns, and requests for assistance.
2.After-Sales Support:
Coordinate and oversee after-sales services, including maintenance, repairs, spare parts provisioning, and technical support, to meet client needs and expectations.
Collaborate with internal teams to ensure efficient and effective resolution of customer issues, aiming to achieve high levels of customer satisfaction.
3.Customer Relationship Management:
Regularly engage with customers to gather feedback on products/services, identifying areas for improvement and driving enhancements.
Anticipate and address potential challenges or conflicts, aiming to maintain a positive and cooperative relationship with key accounts.
4.Business Development:
Identify upsell and cross-sell opportunities within key accounts, working closely with sales and product teams to propose solutions that align with customer needs.
Collaborate with the sales team to develop account-specific strategies and action plans to grow business within key OEM accounts.
5.Contract and SLA Compliance:
Monitor contract compliance and Service Level Agreements (SLAs) to ensure adherence to agreed-upon terms and conditions.
Negotiate contract renewals, amendments, and extensions, aiming to mutually beneficial agreements for both the organization and the OEM client.
6.Reporting and Analysis:
Provide regular reports on after-sales performance, including customer satisfaction, issue resolution rates, and revenue generated from after-sales services.
Analyze data to identify trends and opportunities for improvement, supporting data-driven decision-making processes.
•Strong understanding of mining equipment and aftermarket services.
•Excellent communication, negotiation, and interpersonal skills.
•Ability to analyse data and generate actionable insights for business growth.
•Proficiency in CRM software and MS Office Suite.
•Proactive, result-oriented, and able to work effectively in a team environment.
•Willingness to travel as needed to meet clients and attend industry events.
Languages
•English
•French (Advantages)
Main responsibilities and related tasks
1.Account Management:
Develop and maintain relationships with key OEM clients, understanding their needs and expectations regarding after-sales support.
Serve as the primary point of contact for key accounts, ensuring timely responses to inquiries, concerns, and requests for assistance.
2.After-Sales Support:
Coordinate and oversee after-sales services, including maintenance, repairs, spare parts provisioning, and technical support, to meet client needs and expectations.
Collaborate with internal teams to ensure efficient and effective resolution of customer issues, aiming to achieve high levels of customer satisfaction.
3.Customer Relationship Management:
Regularly engage with customers to gather feedback on products/services, identifying areas for improvement and driving enhancements.
Anticipate and address potential challenges or conflicts, aiming to maintain a positive and cooperative relationship with key accounts.
4.Business Development:
Identify upsell and cross-sell opportunities within key accounts, working closely with sales and product teams to propose solutions that align with customer needs.
Collaborate with the sales team to develop account-specific strategies and action plans to grow business within key OEM accounts.
5.Contract and SLA Compliance:
Monitor contract compliance and Service Level Agreements (SLAs) to ensure adherence to agreed-upon terms and conditions.
Negotiate contract renewals, amendments, and extensions, aiming to mutually beneficial agreements for both the organization and the OEM client.
6.Reporting and Analysis:
Provide regular reports on after-sales performance, including customer satisfaction, issue resolution rates, and revenue generated from after-sales services.
Analyze data to identify trends and opportunities for improvement, supporting data-driven decision-making processes.
Profil recherché
Proven experience in a key account management role, preferably within the mining industry or related sectors. minimum 10 years' experience in a similar position.•Strong understanding of mining equipment and aftermarket services.
•Excellent communication, negotiation, and interpersonal skills.
•Ability to analyse data and generate actionable insights for business growth.
•Proficiency in CRM software and MS Office Suite.
•Proactive, result-oriented, and able to work effectively in a team environment.
•Willingness to travel as needed to meet clients and attend industry events.
Languages
•English
•French (Advantages)
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