US Office Based Account Manager
Position Profile:
The Account Manager has an impact on the KSS business by managing the relationship with key KSS business partners to ensure that the partner is deriving maximum benefit from the PriceNet implementation, looking to generate profitable revenue through consultancy and providing input into the tactical direction of KSS’s products and services. This position plays a significant role in:
- Managing relationships with client(s) that have implemented KSS software;
- Coordinating Sales and Professional Services resource to deliver profitable revenue from within the partner organization;
- Liaising with the support team to ensure that all clients support SLAs are being met;
- Acting as first point of contact for client’s service issues and pursue until resolved;
- Influencing product direction and evolution – both functionally and scientifically;
- Developing teams and mentoring staff;
- Monitoring the individual partner projects in order that they are delivered on time and within budget.
- Measuring key metrics around support and develop plans to address gap areas
Reporting directly to the Vice President of Professional Services, the Account Manager is accountable for the management of the relationship with KSS’s partner(s) – both locally and, where applicable, globally
Principal Accountabilities:
- Develop a formal post-implementation strategy to develop and maintain excellent relationships with all of KSS’s clients.
- Within the scope of that strategy, meet regularly with KSS’s key account(s) to manage the ongoing relationship and, where applicable, review progress of implementations at individual Business Units
- Where necessary, define and review service levels and ensure that they are being met
- Define and implement a process to regularly quantify each client’s satisfaction with KSS and KSS’s software
- Develop and maintain a Consultancy Portfolio which outlines the type of work that Professional Services is capable of carrying out, the cost associated with that work, the deliverables from the consultancy and the typical benefits associated with the work
- Capture development requirements and communicate the progress of those requirements in the development lifecycle
- Act as a primary, post-implementation, contact for commercial requirements for clients and liaise with the client for budgeting and implementation of those new requirements
- Develop partnership initiatives with clients to promote acceptance of KSS software within the client’s business
- Work proactively, at a global and local level, to facilitate consultancy opportunities and identify add-on sales potential to enhance the value of the client portfolio.
- Ensure that any project team(s) deliver the requisite services and software to meet the client’s agreed business objectives and contractual obligations in line with KSS’s standard methods of operating.
- Oversee the post implementation review and provide a statement as to the relative success of all aspects of the project and make recommendations as to how future projects can be improved by the lessons learned.
- Where applicable, assist the project team(s) in defining trial and implementation projects, accompanying Professional Services team members on client visits/meetings/conference calls where necessary to ensure effective scope and delivery of projects.
- Assist Professional Services team to define the scope, costing and scheduling of chargeable customer development work.
- Develop and manage effective working relationships with other departments, groups and personnel with whom work must be coordinated or interfaced ensuring smooth transfer of products and services between departments, attending management meetings as required.
- Identify and implement process improvements within the Professional Services team governing the project management lifecycle ensuring that the Professional Services team comply with operational workflow processes and procedures
- Provide feedback to the Product Development Manager to support product vision – help define and maintain the functional roadmap that balances short-term project needs with longer-term product goals.
- Influence product integrity, stability, revisions and evolution to ensure product release meet customer requirements.
Position Requirements:
- Excellent communication and presentation abilities.
- Excellent Customer Relationship Management skills
- Excellent project leadership and man management expertise, as well as conflict resolution skills.
- Excellent knowledge of PriceNet functionality
- Commercially aware
- Strong conceptual, analytical, judgment skills
- Strong time management skills and ability to respond well to time pressures and deadlines.
- Degree in a managerial or analytical subject or relevant work experience preferred.
For career enquiries please contact us at the following email address: careers@kssg.com
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