Account Manager

Account Manager - Vopak Sydney Terminal

Royal Vopak is a global leader in independent tank storage storing products vital to the economy (oil chemicals gases LNG biofuels etc.). This role is based at the Port Botany Sydney terminal.

The purpose of the Account Manager is to support the Commercial Manager in managing and growing client relationships ensuring customer satisfaction and driving revenue growth within the business. This role is responsible for overseeing day-to-day account operations addressing client needs and identifying opportunities for account expansion. The Account Manager will act as a liaison between clients and internal teams ensuring that service delivery meets or exceeds expectations. Additionally the Account Manager will assist in implementing strategic initiatives contributing to business development efforts and supporting the achievement of the companys overall commercial goals. By maintaining strong long-term relationships and delivering exceptional customer service the Account Manager plays a vital role in the success and retention of key accounts.

Key purpose of the role is to work towards increasing revenue and improve customer satisfaction.

Key Responsibilities

Opportunity Management

Conduct an analysis of customer needs to gain a detailed understanding of requirements and develop and maintain comprehensive account plans for each

Determine the implications of customer requirements on Vopak in terms of delivery / contract using Sales Funnel Techniques and Processes.

Delegate responsibilities of the contract to relevant areas in Vopak

Business Development

Investigate supply and demand requirements of Vopak Products and identify possible locations to focus business development

Analyse local market conditions to determine impact and opportunity

Meet with customers to discuss their operating environments and forecasting to identify possible needs

Account Management

Lead operational reviews for Darwin customers and ensure that regular operational reviews for Sydney customers are taking place in a timeframe as agreed on with the customer

Actively participate in operational review meetings

Determine changing customer needs and identify the impact on Vopak operations and capacity

Build and expand customer relations

Review contracts of selected customers and update / renegotiate when required

Discuss results of Customer Satisfaction Survey with Customer and ensure that action points are followed up

Provide information to Vopak Global on key accounts (KPI Highlights updates on customers operations relationships)

Lead monthly commercial reporting

Complete and update annual key account plans for all customers

Maintain account management information in CRM when changes occur

Tracking monthly revenue (actuals to be invoiced) from commercial contracts vs. budgeted revenue (forecasts) from commercial contracts for both terminals

Compile annual revenue budgets.

Liaise with Finance department on all matters involving customer revenue check monthly invoicing for accuracy and completeness compile customer contract escalations.

Analyses and process improvements

Monitor trends per customer for analyses and forecasting/budgeting purposes

Trend analyses for revenue stream improvements and risk analyses

Ensure controls framework of the Order to Cash (OtC) process is robust and well governed; make recommendations for process improvements where necessary

Market knowledge and studies

Carry out studies as requested and required by Business Commercial and Business Development team contributing to business cases

Continuous conduct analysis to determine Vopak operating environment and understanding of Vopaks business vision and strategy

Build Vopaks knowledge base by conducting research on products competition country regulations and policies shipping key industry players market trends etc.

Source information from customers and Vopak Global system to build market understanding and continuously update key account plans.

Customer Service

Provide and role model excellent customer service

Provide Service Funnel and Complaint Handling training (if required) and take initiative to underline the importance of these areas within the organisation

Lead the Customer Service Initiatives for VTA

Use CRM System in order to capture complaints opportunities and relevant information resulting from contact accounts emails visits and phone discussions with customers and trucking companies

Manage and ensure successful implementation of customer service initiatives such as CRM Service Funnel.

Manage and coordinate Vopak Australias customer service survey

Assist in investigation and resolution of issues complaints and queries from customers

Ideal Candidate Profile

• Passionate and extremely goal-oriented.

• Strong analytical skills.

• High level of communication skills (written report/proposal writing & verbal).

• Exceptional interpersonal skills.

• Ability to deliver promises under pressure.

• Relevant commercial experience in a Business-to-Business (B2B) market preferably in Logistics in the Oil/Chemical industry.

• Strong financial and market analytical skills.

• Tertiary qualifications with a Business/Commercial degree preferable.

If you are looking for a challenge and want to work for a vibrant and truly a global company where your views and efforts are valued - Apply now.