Account Manager - B2B

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KEY EXPECTED ACHIEVEMENT :

Account Management

·       Secure profitable recurrent business with existing customers and convert prospect customers.

·       Territory Analysis:

• An account manager should be able to identify where >80% of the tire market of his/her territory are sold
• An account manager should also be able to identify the accounts most profitable for the Group and prioritize them is his/her portfolio
• A SWOT Territory analysis with key actions is done, and it is validated by the RSM. Minimum frequency is 1 per year.

·       Select the relevant Priority customers (around 80) according the country orientation.

·       Dealer selection is consistent with Distribution Country Strategy and contains Direct and Indirect customers.

·       The overall Michelin potential of the direct Dealer is consistent (-/+ 10%) with the territory sales target.

·       End-User selection is consistent with End-User Vocations targeted by the country containing at least 10 hunting customers (customer with significant potential and low SOA).

·       The overall Michelin potential of the priority End-User should be above 70% of the territory sales target.

·       For each Priority customer, a customer plan is updated (Information Background, Goals, Key activities planned)

·       For Multi-sites companies (Dealer or End user),

• “Children accounts”: AM will take into account the guidelines of KAM / AM in charge of the Parent account to select or not the sites as priority and to define the visit activities.
• “Parent accounts”: AM in charge of Parent will ensure
• -> The consistency between the reality and SFA accounts hierarchy / data.
• -> The communication / activity guidelines to AM(s) in charge of Children accounts.

·       Data gathering and sharing:

• All Key SFA Customer informations are up to date:
• -> Contact Customer – Power Map
• -> Potential – SOA
• -> End-User Vocation – Fleet detail
• -> Dealer Segmentation
• All useful Market information are shared with relevant people (Marketing, Sales Manager, AM/KAM).

Time – Territory Management

 ·       All priority customers are visited (physically or remotely) at least every 90 days.

·       Number of Customer visits expected / year = around 700 with 80% dedicated to priority customers in order to prospect and ensure visit outside Priority Customers.

·       The pull effect (% End-User visits / Total Customer visits) is minimum at 75%.

·       AM is empowered to organize his agenda / customer visits in order to:

• Secure profitable recurrent business with existing customers
• Develop business with hunting customer
• Optimize cost to serve customers (incl. own time and visit efficiency)
• Maintain customer satisfaction at highest level (incl. customer request management)

Selling Process

·       The goal of the AM with his/her customer should be to develop the sales of the tires/services of the customer and to grow the share of account of Michelin

·       Monitor on daily basis the direct sales in order to achieve (and over) the sales target.

·       Follow the visit method for each customer visit / contact. (including preparation and debriefing phase).

·       The following tools / methods are regularly used during the visits:

• TYC for End-User vehicle inspection (around 30% of physical End-User visit).
• Sales enablement / Tyre-Value (at least 15 sharing documents with customer / Month).
• Product screen for Dealer sell in analysis (around 10 times / Month).
• Product / service one on one training session with Dealer (around 30% of Dealer visits).

·      After each customer contact:

• SFA information are updated.
• Relevant Market information are shared with relevant people (Marketing, Sales Manager, AM/KAM, CSR, CES).
• Liaise with relevant dealer / WS after indirect customer visit.

·       The AM is accountable for the credit collection from his/her customer portfolio. Monitor the sales according Michelin credit policy and customer financial background. Liaise with local credit manager on any issues or support needed regarding credit (credit limit, payment due date and overdues).

Customer Value Management

 ·       Proactively address customer needs and requests, contributes to his customers’ long-term success.

·       All customer requests (products warranties & services requests) are captured through SFA. The closing time (days between opening and closing the request) should be –

• For Product warranties < 14 days.
• For Service requests < 3 days.

·       The vehicle inspections are value oriented for our customers (End-user / Dealer):

• By valorizing the services done or to be done by using our Valorization tools (around 50% of EU Physical visits).
• By comparing the performance between tyres and share New-Perf with our customers (around 6 / Month shared with customer).

·       Identify the benefit of our offers for our End-User and collect around 4 End-User testimonials per year.

·       Selected End-Users (at least 10) should receive an annual Fleet Valorization report.

·       Pricing collection (Sell Out price observation) done following the country guidelines (Monthly and Brand size orientation).

Opportunity management

·       Identify and convert profitable up sell (improved sales mix) and cross sell (new offers) opportunities at existing and prospect customers not only for all Michelin Group offer.

·       Each Sales opportunity is captured through SFA. Either opportunity detected during a customer visit or the opportunities identified during portfolio analysis (example: identify the customer who should buy a specific product during commercial campaign, new offer…).

·       An opportunity could be up-selling opportunity (increase our SOA for a customer buying a category of product) or could be cross-selling (target to sell a new category of product for a given customer).

·       The total sales quantity of opportunities is consistent (2 or 3 times) with the expected growth.

·       The pipeline of opportunities is reviewed and updated on daily basis.
 

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The "Account Manager – B2B" role is an excellent starting point for a career at Michelin. It provides a clear pathway to future opportunities in Marketing or Key Account Management within the Sales team.

We are seeking a fast learner with leadership potential who can help drive our organization forward.

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