Key Account Manager

The purpose of a Key Account Manager is to oversee and ensure smooth service operations, process optimization, and technical support for supply chain solutions, ensuring effective and efficient service delivery.

This role ensures optimal system implementation, process efficiency, customer satisfaction, and technical support while aligning business objectives with industry best practices.

Key Account Managers, internal operational and tech teams, management.

Customers, vendors, suppliers.

• Operational
  • Output: Accounts Management
  • Key Actions:
    • Manage service contracts.
    • Manage Client onboarding process.
    • Developing and implementing service strategies to enhance customer experience and meet service objectives.
    • Monitoring SLA metrics and analysing customer feedback to identify areas for improvement and implement corrective actions.
    • Collaborate with management and customers to develop and execute standard operating procedures (SOPs).
• SLA compliance
  • Customer Satisfaction Score (CSAT 90%)
  • Service Level Agreement (SLA) compliance (%)
  • Resolution time for service issues (hours)
  • Compliance with customer service regulatory requirements
• Service Delivery & Operational Efficiency
  • Implement continuous improvement initiatives to enhance service quality.
  • Oversee the implementation, optimization, and support of solution components.
  • Stream focus on Technology and business processes.
  • Collaborate with project teams to ensure smooth transitions from project to service.
  • System uptime for ERP/WMS/MES (%)
  • First time resolution rate for technical issues (%)
  • Adherence to compliance & safety regulations (%)
• Cost Optimization
  • Drive cost savings from process optimizations.
  • Reduction in service related expenses (%)
  • Efficiency gains in logistics & warehouse operations (%)
• Stakeholder Management
  • Achieve customer satisfaction (%)
  • Ensure escalations are managed.
  • Technical support effectiveness (%)
  • Continuous feedback - run daily and weekly ops sessions, monthly service sessions and quarterly steerco sessions.
• Reporting and Analysis
  • Prepare and present regular reports on service performance, customer feedback, and other key metrics.
  • Analyze data to identify trends and areas for improvement.
  • Review operational metrics and propose strategies for account growth.

• Excellent organizational and time management abilities.
• Strong leadership and team management skills.
• Proficiency in service management software and tools.
• Strong analytical and problem solving skills.
• Effective communication and interpersonal skill

• Proficient in all Microsoft Office applications, CRM software and marketing tools/software
• Understanding key logistics concepts like inventory management, warehousing, transportation, and supply chain management.
• Excellent analytical, problem solving, and decision making skills

• Integrity
• Sense of urgency
• AccountableAmbiguous
• Accurate
• Proactive
• Interpersonal sensitivity
• Lead by example
• Trustworthy
• Teamwork
• Motivated
• Deadline drive

• Bachelor's degree in business administration, Management, or a related field.
• Experience in a specific industry relevant to the company's operations - Manufacturing and Warehousing
• Knowledge of advanced service management practices and strategies.
• 2-3 years KAM experience
• 4PL logistics experience preferred but not required