Current Vacancies

Senior Account Manager

The senior account manager represents clients within KPS and is responsible for all aspects of growth, satisfaction and retention of the clients in their portfolio. Their job is to ensure that our clients see us as a long term partner, that our clients are satisfied with all aspects of the service they receive from KPS and, where growth is possible, the senior account manager identifies, enables and delivers growth opportunities. This person will draw on resource from around the company, from Delivery, Consultancy, Sales & Marketing and the International Group as needed to ensure we have excellent, long-lasting and productive partnerships with our clients.

Key measure(s) of success

The key measures of success for the Senior Account Manager:

  1. There are strong relationships across all relevant functions and across all levels within the client
  2. A living account plan exists about the client which is regularly reviewed and updated
  3. This includes SMART objectives for the client around growth, satisfaction and retention, which are delivered
  4. The senior account manager is seen as the go-to person internally to discuss any aspect of the delivery, relationship management and opportunities for that client
  5. There is a constant flow of communication internally about clients, covering everything from their strategy to their delivery needs

Key responsibilities & duties

Strategy and relationship:

  1. Take responsibility for all aspects of the client relationship
  2. Understand the client’s strategy and where we can help deliver this
  3. Gather intelligence from and about the client and share internally
  4. Identify and grow relationships across all relevant areas, and levels, in the client’s business, either directly or overseeing relationships developed by others
  5. Develop an account plan which provides a clear picture of our strategy for the client and our targets for growth, satisfaction and retention, and then deliver it
  6. Keep director sponsor informed on a regular basis about the health of the client relationship

Growth:

  1. Understand the whole KPS product and service offering, and associated partners, in order to be able to cross-sell into client where relevant
  2. Manage input from the Consultancy team in order to help deliver the objectives for the client relationship
  3. Develop business proposals and make product presentations for clients
  4. Work with the sales team on converting opportunities
  5. Work with the marketing team on communications and events for clients
  6. Communicate particular innovations in projects and delivery that could be developed into an offering for other clients and prospects

Satisfaction:

  1. Seek and act upon client feedback
  2. Prove added value through delivering on client KPIs and in other ways
  3. Recognise and communicate team and individual achievement in relation to a client
  4. Communicate successes of the client internally and, where appropriate, externally through marketing
  5. Address customer concerns and queries in a timely and accurate manner

Retention:

  1. Understand, and deliver on, the client’s service delivery needs by communicating expectations to internal teams and maintaining regular communication
  2. Plan, manage and communicate Quarterly Business Reviews to look back and ahead with the client and develop the roadmap
  3. Schedule regular and ad hoc meetings with the client in line with their expectations
  4. Manage profitability, working with the Project Manager
  5. Negotiate business contracts and costs with the client as needed
  6. Inspire and motivate everyone who is working for a client, ensuring they have everything they need to provide a great service
  7. Participate in recruitment and appraisals where relevant
  8. Work in compliance with company standards and business guidelines
  9. Assess potential business risks and develop mitigation plans
  10. Work with the finance team to ensure accurate and prompt invoicing

Skills and experience

  1. Proven account management experience in a similar role
  2. Demonstrated ability to communicate, present and influence credibly and effectively at all levels of an organisation, including executive and C-level
  3. Experience in delivering client-focused solutions based on customer needs
  4. Proven ability to manage multiple projects at a time while paying strict attention to detail
  5. Excellent listening, negotiation and presentation skills
  6. Excellent verbal and written communications skills
  7. Bachelor’s Degree in appropriate field of study or equivalent work experience
  8. Deep digital understanding, ideally including SAP products
  9. Self-motivated and able to thrive in a results-driven environment
  10. Natural relationship builder with integrity, reliability and maturity
  11. Critical thinking and problem solving skills
  12. Excellent time and project management skills

Non-technical competencies

  1. Passionate about enabling successful digital outcomes and commercial benefits for clients
  2. A strong leader of people, who leads by example
  3. Highly personable and collaborative – a true team player
  4. Excellent communicator (verbal & written) and listener
  5. Conscientious and thorough, with a good attention to detail
  6. Organised and able to prioritise own workload to ensure deadlines are met
  7. Driven by tangible results and outcomes
  8. Natural ability for analytical thinking and problem solving
  9. Strong commercial awareness, able to challenge a business case & ROI

Please email [email protected] with your CV, covering letter and salary expectations. Please note – recruitment agencies need not apply.

See how we use the information you send us: Privacy notice for job applicants

Take a look at some of our other current career opportunities

Current Vacancies