Purpose
The Portfolio Specialist role exists in KONE branch/region or central offices. The purpose of the role is to take care of core 1 and core 2 maintenance customers by upselling KONE Maintenance Solutions and leading contract renegotiations ensuring that we respond to their requirements and support them proactively. The Portfolio Specialist also supports maintenance and Operational teams (Supervisors & Maintenance Operations Managers) by creating tender documentation & support on service contract administration issues.
Customer Retention and Portfolio Growth
- Driving execution of individual sales plan.
- Contract profitability - Report review & creating plan to drive improvement
- Growth – Driving Revenue and Margin % Growth within assigned portfolio
- Creates value propositions with clearly described benefits of KONE solutions for customer’s needs including Digital Solutions i.e. 24/7 Connected Services.
- General Sales administration responsibilities for all core 1 and 2 customers
- Tendering - Completing the renegotiation tender documents on Renegs.
- Customer contract query management handling.
- Purchase Order (PO) follow up for maintenance contracts and call outs.
- Ensuring contracts reaching renewal date are renegotiated using My PO.
- KCC (KONE Care Contract - Nemo) tender preparation.
- Opportunity/ lead creation VA and VBOR.
- CRM funnel management.
- Responsible for gathering relevant information about market and competitors while interacting with customers.
- Insurance Report process – Supporting Customer Queries
Renegotiation and cancellation prevention
- Supports and renegotiates expiring contracts proactively if any.
- Responds and resolves cancellation risks – working closely with other functions i.e. Supervisors / THD/ Finance/ Admin
- Defends price escalation and resolve issues.
- Monitor and resolve suspended contracts if any.
Complaint and query handling
- Solves complaints with the rest of KONE team.
- Manages contract renegotiation queries.
Data quality and communications to ensure customer experience
- Coordinates contract negotiation problems with supervisor and MOM.
- Coordinates with supervisor and MOM problems with contract negotiations.
- Monitors the leads contract renegotiation activities in CRM and assigns them to right person.
- Follows customers not visited; calls and identifies level of satisfaction and opportunity.
- Documents the customer and contact information, maintains customer data.
Key experiences & skills:
- Account Management experience is essential.
- Tendering experience.
- Up selling/Solution selling.
- Service industry experience is beneficial.
- Contract administration.
- Proficient in Microsoft Office & CRM.
- Effective communication skills in English (written and spoken)
- Customer centric mindset - desire to understand what creates value to our customers and courage to experiment and embrace innovate thinking.
- Good negotiation and problem-solving skills.
- Attention to detail.
We offer a competitive salary, 21 days holiday and 10 additional Bank Holidays, Pension Scheme, Development opportunities and development reviews to help you achieve your professional goals. Endless support from experienced leaders within the lifts industry, Quarterly Commission, Hybrid working.
At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.
Read more on www.kone.com/careers
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What We Do
At KONE, our mission is to improve the flow of urban life. This means understanding urbanization and, together with our partners and customers, helping cities to become better and more sustainable places to live. As a global leader in the elevator and escalator industry, KONE provides elevators, escalators and automatic building doors, as well as solutions for maintenance and modernization to add value to buildings throughout their life cycle. Through more effective People Flow®, we make people's journeys safe, convenient and reliable, in taller, smarter buildings. Headquartered in Helsinki, Finland, we operate in more than 60 countries around the world, employ over 60,000 people and serve 550,000 customers. In 2022, KONE had annual sales of EUR 10.9 billion. KONE class B shares are listed on the Nasdaq Helsinki Ltd. in Finland.
