Key Account Manager

Essential Job Functions

Tactical retention responsibilities for assigned accounts include:

• Lead and manage the implementation of any new services in collaboration with the appropriate operational stay at all origins/destinations
• Coordinate, distribute, and maintain Standard Operational Procedures (SOPs) in collaboration with Sales, Operations, and Finance
• Penetrate organizational structure and develop relationship beyond main points of contact
• Ensure each Crane Worldwide office servicing the account understands the SOPs and executes accordingly
• Maintain rates and assess yields monthly
• Monitor account for timely payments and assist with collections on past due invoices
• Set up internal reports to monitor our performance in meeting critical milestones
• Immediately communicate any issues or exceptions to Operations
• Enter all meeting notes, action items, complaints, compliments into our CRM and distribute to appropriate people in global network
• Assign a corrective action to every issue/complaint and follow-up on effectiveness of corrective action to ensure client satisfaction with the resolution
• Manage and lead business reviews; establish a quarterly review cycle, at a minimum
• Engage Sales and Operations to participate in client meetings, presentations, and business reviews
• When necessary, travel within region to visit accounts/account sites and Crane Worldwide offices to review procedures and maintain customer information/satisfaction
• Update status of progress on business opportunities
• Continuously focus on penetrating other areas of the business for additional support and to uncover additional business opportunities
• Ensure all company policies and regulatory requirements are adhered to Strategic Responsibilities

• Understand accounts’ business strategy, objectives, and risks/constraints; continually focus efforts on providing solutions to achieving objectives and mitigating risks/constraints
• Continuously pursue and implement more efficiency and cost reduction measures
• Provide accounts with market updates (trade agreements, strikes, new capacity being introduced, etc.) and educational support
• Identify growth opportunities and develop a strategy to secure opportunities with the appropriate internal resources

• Create a business development plan with short- and long-term business objectives, initiatives, and quantified value-added contributions

• Other duties as assigned

Other skills/abilities

• Excellent organizational skills
• Strong English written and verbal communication skills required
• Ability to communicate effectively with overseas customers and internal
• Strong computer skills including Microsoft Office suite
• Detail oriented, able to multitask and meet deadlines
• Self-motivated, able to work in a team and independently
• Strong customer service, problem-solving, and interpersonal skills
• Internal/external sales skills
• Troubleshooting and problem resolution skills
• Leads by example
• Sense of urgency
• Creative
• Responds easily to changing demands

Education and experience

• Minimum two years’ experience in the industry, or a related service industry
• Minimum one-year operational experience in the service(s) the account utilizes
• Good analytical and program management skills; ability to define, develop and document business processes and procedures

Certifications and Licenses

• Professional certification may be required in some areas