Mô tả Công việc
The Key Account Manager (KAM) is responsible for leading and managing strategic client relationships end-to-end, from account onboarding through contract lifecycle management. The KAM holds direct commercial accountability for revenue retention and wallet-share growth, acting as the primary interface between key clients and internal functions.
Key Responsibilities
1. Account Leadership & Client Engagement
Act as the primary point of contact for all commercial and operational matters.
Lead client meetings, business reviews, relationship development, and issue escalations.
Develop and execute strategic account plans aligned with client and company growth targets.
Proactively monitor account health to minimize retention risks and maximize satisfaction.
Lead the annual customer survey (FM Customer Voice) locally and implement follow-up action plans.
2. Onboarding & Handover
Manage formal account handovers from the
Business Development team upon deal closure.
Ensure complete knowledge transfer of client requirements, agreed scope, pricing, and SLAs.
Partner with Operations and Solutions teams to ensure smooth transition from sales to service delivery.
3. Revenue Retention & Commercial Growth
Own the commercial performance and revenue retention of the assigned account portfolio.
Set and track account-level revenue targets in alignment with the Commercial Director.
Proactively identify and capture upsell and cross-sell opportunities within existing accounts.
Report on portfolio revenue, retention rates, and growth pipeline in monthly management reviews.
4. Costing, Quotation & Solutions Scoping
Serve as the commercial gatekeeper to review and validate cost models prepared by the Costing team.
Ensure all commercial proposals comply with approved margin guidelines before client submission.
Act as the demand-side owner to define, structure, and sign off on solution briefs for the Solutions team.
Review proposed solutions against client expectations and coordinate cross-functionally to align delivery.
5. Contract Renewal & Lifecycle Management
Take full ownership of the contract renewal lifecycle from initiation through to execution.
Lead price reviews and negotiate commercial terms directly with clients within approved parameters.
Identify contractual risks or ambiguities and prepare fully reviewed contracts for Director sign-off.
6. Team Management & Performance Tracking
Monitor KPIs and SLA performance, providing regular updates to the Commercial Director.
Lead weekly internal operational reviews and monthly strategic reviews with clients.
Hold line management responsibility for Key Account Specialists, including 1-on-1s and performance reviews.
Allocate workload based on team capacity and work with HR to address capability gaps through training.
