Job Description
Purpose of the position
To maintain and develop the assigned Key Accounts (KA) in line with the Account Plan to meet the objectives of contract renewal, business growth (revenue and profitability), delivery of service quality and performance satisfaction and/or improvement). Besides the existing business, the development of new businesses with new clients via e.g. lead development, prospecting and proposals.
The primary purposes of this role are:
1. Ensure customer satisfaction and performance improvements
2. To build relationships with key stakeholders in various departments at customer organization
3. To review and improve revenue and profitability
4. To develop new businesses and additional businesses from existing customers through cross selling and upselling within DSV Solutions and DSV Air and Sea.
5. Follow a full sales cycle including prospecting, approaching, qualifying opportunities, solutions design, proposal and contract negotiations.
Main Duties & Responsibilities
1. Key Account Management
- Owns the customer and coordinates with operational teams, regional account team (if any) to do contract renewal for the assigned key accounts in professional ways.
- Develop and Execute Account Management Plan
- Ensure SOP and committed KPIs in place and be delivered across the organization.
- Conduct business review meetings on a periodical basis for each key account. Ensure the follow up actions are implemented with operation teams and customers
- Actively participate in RFI & RFQ opportunities and regular service reviews with the customers
- Collaborate with all stakeholders internally and externally for joint improvement programs.
- Manage operational service performance, coach, and train operational teams (if any)
- Be the contact point for commercial requests, QHSE requirements, complaints, audit, etc. with key accounts.
- Monitor and follow up financial performances of the key accounts.
- Update customers information in DSV’s CRM and participate in Customer Satisfaction Programs
- Identify churn risk and develop strategy to prevent churn
- Prepare and follow review procedure for legal documents (contracts, annexes, NDAs, etc.)
2. New Business Development
- Qualify and develop new customers by cross selling and upselling with DSV Solutions and DSV Air and Sea different divisions and markets.
- Proactively build up sales pipeline and propose effective sales approach to the commercial teams
- Actively participate in RFI & RFQ opportunities.
- Collaborate with all related teams to propose effective solutions to the customers.
3. Customer Relationship
- Build up and maintain relationships with customers across levels
- Being as a key contact and escalation point between internal teams and customers’ stakeholders.
- Make sure the customers participate in DSV customer satisfaction surveys and promoting DSV services within and to other customers beyond the network.
- Display strong leadership towards Customer and Account teams for the assigned accounts
4. General Management
- Support implementation for new customers and additional scopes from existing customers
- Joint calls with regional commercial teams on regular basis
- Align internally about company’s strategy, objectives, and business development plans with related teams.
- Complete the annual budget planning for the assigned accounts including new customer targets.
- Participate in marketing activities, CSR activities, internal trainings (if any)
