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Account Manager

 

Purpose:

Maintain and develop the relationship with the customers and acquire new customers to achieve revenue growth.

 

Key Responsibilities:

 

Customer

  •  Target strategic business partners in terms of value, market share and volume
  •  Build and maintain solid relationships with customers
  •  Constantly create revenue generating channels from Cross Selling and Upselling streams
  •  Manage and improve customer retention
  •  Ensure customers are using cost effective services channels and increase use of automation
  •      Plan and execute regular maintenance and business development visits to customers
  •  Provide customers with solutions fitted to their requirements and resolve their inquiries on time
  •  Identify business opportunities from existing customers
  •  Act on CRM generated reports, analyse customer performance, sales growth and production and plan accordingly
  •  Coordinate with credit collectors to monitor receivables and drive customers to pay as per Aramex standards
  •  Drive the use of e-Tools across all customers
  •  Ensure privacy and confidentiality of customer data in line with data security policies in the company
  •  Reporting any information that might impact company image, brand or functioning

 

People

 

  •  Collaborate with the team to achieve its objectives
  •  Facilitate the flow of information horizontally and vertically

 

 

Operations

 

  •  Increase cross selling and up-selling opportunities
  •  Analyse customers performance to drive their growth and production
  •  Conduct regular field visits with CMT members to top trading customers
  •  Ensure proper service delivery to the customers by following up with ground operations and other concerned teams if needed
  •  Follow up with accounting team in terms of pending claims and billing adjustment of customers where applicable
  •  Handle and resolve complex customer complaints in a timely manner
  •  Support the team members with the preparation of proposals?
  •  Monitor reports for team’s visits and production performance
  •  Meet CRM KPIs (visitation targets & distribution, opportunities, etc…
  •  Ensure the integrity and accuracy of data updated in the CRM system
  •  Create and update regularly a prospect plan to know where to focus to gain new clients
  •  Ensure customer contracts are valid and ensure they are renewed on time
  •  Adhere to company HSSE, compliance and sustainability corporate policies and standards

 

Financial Results

 

  •  Ensure team targets and KPI’s are met
  •  Ensure ACP targets are met where applicable
  •  Increase market share
  •  Maintain profitability for all products
  •  Evaluate the profitability per account and the value of the team’s visits to ensure targets are met
  •  Ensure all team members (sales) maintain a functional and active pipeline (Cross Selling/ Upselling)
  •  Manage the pipeline and the prospect value per member to ensure the top customers per pipeline are focused on
  •  Assist collection team to resolve customers overdue collections and problematic cases

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