Operational Key Account Manager

General Responsibilities 主要工作职责

• Provide premium, personalized service to assigned key accounts to ensure a high level of customer satisfaction and loyalty.

为指定的关键客户提供优质、个性化的服务，以确保高水平的客户满意度和忠诚度。

• Manage and nurture relationships with existing assigned key accounts to understand their needs and ensure their service expectations are met or exceeded.

管理和培养与现有指定关键客户的关系，以了解他们的需求，并确保满足或超过他们的服务期望。

• Serve as the main commercial point of contact for key accounts, addressing any issues they may have promptly and effectively.

作为关键客户的主要商业联系人，及时有效地解决他们可能遇到的任何问题。

• Collaborate with sales, operations, branches and product teams to ensure client needs are met with tailored products and services.

与销售、操作、分支机构和产品团队合作，确保量身定制的产品和服务满足客户需求。

• Identify and develop new business opportunities and increase the share of wallet of assigned key accounts where feasible.

识别和开发新的商业机会，并在可行的情况下增加指定关键账户的商业份额。

Detailed Responsibilities 具体工作职责

Client Relationship Management:

• Maintain long-term relationships with key accounts, providing consistent, premium-level service.

与主要客户保持长期关系，提供始终如一的优质服务。

• Regularly check in with clients through calls, emails, and face-to-face meetings to ensure satisfaction and address any needs or concerns.

定期通过电话、电子邮件和面对面会议与客户联系，以确保满意度并解决任何需求或担忧。

Service Delivery Excellence:

• Ensure the delivery of timely, high-quality solutions and services to clients.

确保及时向客户提供高质量的解决方案和服务。

• Coordinate with internal teams to resolve issues and implement improvements based on client feedback.

与内部团队协调解决问题，并根据客户反馈实施改进。

Account Growth and Retention:

• Identify opportunities for key account growth and increased engagement by understanding key account’s business needs and aligning them with our services.

通过了解关键客户的业务需求并将其与我们的服务相结合，确定关键客户增长和提高参与度的机会。

• Implement strategies for client retention and development (share of wallet)

实施客户保留和发展战略（商业份额）。

• Look for cross-divisional opportunities where we can expand our share of wallet across our Solutions and/or Road divisions locally and/or overseas.

寻找跨部门的机会，通过与本地和/或海外的Solutions和/或Road部门合作扩大我们的商业份额。

Problem Resolution:

• Act swiftly to resolve client issues, managing any escalations and communicating effectively across teams to reach a resolution.

迅速采取行动解决客户问题，管理任何升级问题，并在团队之间进行有效沟通以达成解决方案。

• Maintain a log of issues and resolutions to improve future service delivery in alignment with operations and products.

维护问题和解决方案的日志，以改进未来的服务交付，使其与操作和产品部门保持一致。

Feedback and Reporting:

• Gather client feedback to measure satisfaction and areas for improvement.

收集客户反馈，以衡量满意度和需要改进的领域。

• Provide detailed reports to management on account status, challenges, and achievements.

向管理层提供有关客户状态、挑战和成就的详细报告。

Collaborative Coordination:

• Work closely with other departments to ensure that all account-specific requirements are understood and met.

与其他部门密切合作，确保了解并满足所有特定于客户的要求。

• Participate in cross-functional meetings to discuss client projects and the impacts on business operations.

参加跨职能会议，讨论客户项目及其对业务运营的影响。

• Other tasks assigned by line manager.

  其他上级领导布置的任务。