A key account manager (KAM) at MOOV is responsible for being a representative of MOOV to its most valuable clients. KAMs manage the key account, build strong relationships with the client, identify challenges or opportunities, find ways to maintain success within the account and are the client’s voice within MOOV.
Key responsibilities
Customer relationship
- “Be a driver – not a passenger”: Be responsible, accountable, and informed about each assigned account and its activities, coordinating all the moving parts of the key account by taking full ownership for each assigned account.
- Be the customer’s main point of contact for topics of strategic and tactical relevance, especially for commercial, but also for important operations matters.
- Create customized customer / plans, setting clear objectives and reviewing progress regularly.
- Work with Operations to deliver the KPIs, but track performance and jump in when customer satisfaction is at risk; escalate decisively if and when required.
- Develop a strategic perspective and prioritize the long-term relationship over short-term transactions.
- Act as a customer advocate within the company during discussions and decision-making.
- Collaborate with internal teams to resolve customer concerns effectively.
- Collect and share customer feedback with relevant teams.
- Develop an in-depth knowledge of the customers business model/strategy/budget/goals.
Communication
- Build and maintain a close relationship with key decision-makers in customer’s organization and manage the day-to-day client communication as well as customer visits.
- Lead related commercial negotiations (e.g., rate increase) based on internally aligned positions.
- Proactively communicate with the relevant internal departments (Operations, Shipping Agency, Business Development, IT, Finance) to ensure the customer’s needs and expectations are properly met.
Value-based selling
- Identify opportunities for account growth and drive net growth by winning additional and retaining existing business from the customer to meet the internal revenue growth targets.
- Develop customized logistics solutions tailored to the customer’s specific needs.
- Provide quotations and bids in line with the agreed rate cards.
- Anticipate future business needs of the customer by keeping the account engaged and thinking outside of the invoice when looking for ways to strengthen the relationship.
Project Management
- Ensure collection of accounts receivable by Finance team, assist if necessary and review the process in case of issues.
- Ensure the existence of signed contracts with key customers and involve Legal if needed.
- Ensure the usage of suitable tools for activity tracking, reporting and internal collaboration.
- Develop and implement the SOP (Standard Operational Procedure) when key account is set up and update the SOP at any time according to the client's demands or internal changes.
- Establish a weekly/monthly reporting structure to monitor the performance of the customer and ensure data-driven decision-making regarding upsell possibilities and problem-solving.
- Coordinate meetings and initiatives with both customer and relevant internal departments.
- Keep strategic customer success plans on track and adjust if necessary.
Qualifications
- Bachelor degree or above.
- 8-10 years working experience in Supply Chain/Logistics enterprise, especially with 3-5 years relevant working experience in Key Account Management and Project Management.
- Good market and industry knowledge for handling procedures of sea freight, air freight, rail, trucking, warehouse, 4PL
- Passionate for exploring progressive solutions for key accounts with creative thinking and problem-solving aptitude.
- Strongly sales-oriented with excellent service quality, with a positive can-do attitude, comfortable to work in cross-functional settings and a fast-pace environment.
- Strong negotiation and presentation skills.
- Previous experience working in and with multicultural and global teams.
- Superior communication skills (verbal, written, listening, and presentation) mandatory in both Chinese, English and German
- Ability to work independently and manage personal and team member time, keeping deliverables and deadlines top of mind.
- Strong analytical skills and able to develop data-driven solutions.
- Team player with the ability to effectively communicate with internal teams to ensure the customer satisfaction.
- A good command of MS Office, especially Excel and PowerPoint is crucial.