Key Account Director

Mission

The mission of a Key Account Manager (KAM) is to establish and maintain strong, strategic relationships with key clients to drive business growth and ensure client satisfaction.

Key Accountabilities

Key Account Planning and Monitoring:
- Collaborate with Business Units to develop long-term strategies that support the growth and sustainability of the assigned Key Account.
- Outline the Key Account Plan, detailing action plans and targets per each Business Unit, continuously assessing the viability of the Key Account and monitoring results against set targets.
- Report monthly on target KPIs and plans, identifying corrective actions when necessary.
Client Representation and Communication
- Serve as internal and external contact for assigned Key Accounts, representing RINA at client meetings and conferences.
- Communicate the Key Account strategy and targets to relevant Business Units and stakeholders.
- Keep all Business Units informed of ongoing activities and client interactions.
Team Coordination and Sales Strategy:
- Build and manage an effective and multi-Business interfunctional team within subdidiaries for the successful 360 degrees Key Account management.
- Effectively attending Business Review meetings, sharing all the information collected within RINA and from on-the-job experience, useful for achieving short term objectives and competitive advantage.
- Implement a proactive sales approach, identifying and developing new business opportunities and innovative solutions for revenue growth.
Business Development and Commercial Management:
- Evaluate and pursue new business opportunities through regular customer meetings.
- Lead framework agreement and tender management processes.
Client Relationship Management:
- Develop close relationships with Key Account clients at all levels, ensuring regular communication and business trips to meet key personnel.
- Monitor customer satisfaction through regular meetings and implement corrective actions to improve relationships.
- Promote opportunities for innovation and the development of new products or services to delight customer.
- Promote cross-selling and facilitating the sale of strategic streams to assigned Key Account.
Operational Performance and Escalation Management:
- Regularly meet with RINA key operation personnel to improve relationships and operational performance with Key Accounts.
- Ensure creation, monitoring, and follow-up of client-specific Standard Operating Procedures.
- Manage escalation processes for major inefficiencies and issues, ensuring timely resolution and follow-up.
- Identify and manage risks associated with Key Account management, developing appropriate mitigation plans.
Sales Performance and Reporting:
- Monitor and achieve sales performance targets among Business Units (such as order intake, strategic agreements).
- Conduct periodic reviews with customers to assess performance against budgeted targets and identify areas for improvement.
- Ensure regular updates to all RINA parties involved with the Key Account on achievements, challenges, and strategies.
Customer Satisfaction and Contract Management:
- Ensure Local Operations and Local BDMs conduct regular meetings to improve client relationships.
- Review and address contract issues at least six months prior to expiry to ensure all open issues are resolved.
- Achieve and maintain high levels of customer satisfaction through effective relationship management and service delivery.
Credit Management and Cash Collection:
- Monitor outstanding payments and facilitate activities to ensure they are kept at a low level.
- Engage in commercial discussions to collect overdue payments and support finance functions in managing credit. Monitoring customer satisfaction through regular meetings, implementing corrective actions to improve the client relationship.

Education

Qualifications

- Typically, 5-10 years of experience in sales, business development, or account management, with a proven track record of managing key accounts and achieving sales targets.

- In-depth understanding of the industry in which the company operates, including market trends, customer behaviors, and competitive landscape.

- Ability to develop and implement strategic plans for key accounts, aligning them with the company’s objectives.

- Proactive in identifying issues and providing effective solutions to ensure client satisfaction and retention.

- Strong analytical and data-driven decision-making skills to monitor account performance, market trends, and customer needs.

- Ability to manage multiple projects and priorities simultaneously, ensuring timely delivery of products/services and meeting customer expectations.

- Commitment to understanding and fulfilling customer needs and delivering excellent service.

Competencies