Relationship Manager (Key Account Manager) at Empact Group

Main Job Purpose:

• Relationship Manager takes on the role as Client liaison, fulfilling end to end business, retention, relationships and continued client growth for each National Client within their portfolio. It is the Relationship Managers’ duty to build up each client’s portfolio and create business for the Sales Executives to share in profits through new business and retention. The role requires enhancing the customer experience at every level. Relationship Manager should be involved in the operational delivery as well as the sales to National Clients.

Education, experience and logistical requirements:

• Minimum of five (5) years of prior experience in a service industry
• Tertiary qualification (preferred)
• Valid SA driver’s license and own vehicle
• MS Office – Excel and PowerPoint intermediate level compulsory
• Experience in Key Account Management and Business Development
• Selling soft services / similar services exposure
• Experience in solution selling

Duties and Responsibilities:

• Grow company revenue through allocated national accounts
• Build and maintain relationships with client base
• Provide core end to end customer-service
• Gain insight to full spectrum sales potential for each client on a national base
• Be the first point of contact for each National client
• Upsell solutions, products and constantly build retention strategies per client
• Negotiate pricing and new deals with national client market
• Build new market strategies for Empact to enter new business platforms
• Key Liaison official for each allocated client
• Key contact person for Sales Executives servicing branches of national clients
• Initiate relationships with multi-level decision-makers through phone, marketing, e-mail / direct mail campaigns, in-person contacts / cold calling, networking, and presentations
• Achieve monthly sales targets as set out in the budget
• Cost new business to achieve the maximum margin on new business
• Ensure contracts are correctly signed and filed for new business
• Plan and set budgets and targets
• Prepare quotations for the full spectrum on national clients
• Prepare best in class proposals which clearly set out terms and conditions, service offering, and which honestly displays the organizations’ service offerings per each contract/tender
• Sustain activity on appointments, proposals, cold calls, database updates and reporting
• Consistently research changes in technology, legislation, industry and market that affects client portfolio
• Act as Public Relations at client functions on behalf of Empact
• Handle all client queries in a professional and timeous manner under the national sphere and assist sales executives to resolve National client queries for Regional deals
• Conduct knowledge transfer sessions with Sales Executives on National Clients
• Link operations to clients and facilitate business role out with core teams
• Provide onsite assistance for the full duration of the contract
• Ensure that operations meet specifications as per contract
• Train new Sales and Relationship Managers
• Conduct Client satisfaction surveys – Quarterly Business Reviews on Survey Tool
• Ensure all account governance meetings take place
• Prepare, timeous communicate and negotiate price increases on Key Accounts with Operations and Clients
• Attend internal business review and report on account activity
• Ongoing Debt management of Key account portfolio in collaboration with Operations Team
• Continuous monitoring of operational measurements i.e. AM Tool, Hit Rates, Health & Safety and client health.
• Continuous monitor Portal information and changes, ensure information input is correct on Key Accounts.