Key account management involves maintaining and expanding business relationships with key ICT clients, leading strategic planning initiatives, conducting Quarterly Business Reviews (QBRs), communicating service value, and ensuring alignment with client objectives. This role also entails mentoring Account Managers, overseeing Key Performance Indicator (KPI) performance, supporting commercial activities such as renewals, proposals, forecasting, identifying upsell/cross-sell opportunities, collaborating with Service Delivery to uphold Service Level Agreements (SLAs) and resolve escalations, driving continuous improvement based on feedback and service data, ensuring accuracy across billing, renewals, and contract management, enhancing account management processes and CRM practices, and collaborating with leadership on client strategy and company objectives.
What You'll Bring
* Strong customer-centric mindset and relationship-building skills
* Excellent communication, presentation, and stakeholder engagement
* Experience leading account management or client services teams
* Ability to manage multiple priorities in a fast-paced managed services environment
* Solid understanding of CRM tools and commercial processes