Client Account Manager

The primary function of the role is to ensure that we have the best relationship possible with the persons representing the Account for the Customer. These relationships will be built on the highest level of customer service enabling us to achieve long term customer retention maximising additional and new works at the highest profitability achievable from both existing and new accounts.

All operations are to be in line with the Companys quality and customer service standards.

Overall responsibility for allocated accounts maintenance contracts from initial bid support contract mobilisation management and reporting of KPIs delivery of SLAs customer relationship management payment collection responsibilities and all account development opportunities.

Principal Responsibilities

• Responsible for providing Sales Manager with monthly input to company delivery forecast and budgets

• Responsible for providing Monthly Sales forecast for all key accounts

• Achieving set Sales Targets monthly/quarterly/annually

• To facilitate the relationship between the client and Trinity ensuring that all maintenance works and repairs are carried out correctly to meet customers requirements. This will involve regular communication with operational service Admin and working with the delivery team when required.

• Maintenance management and engineer resourcing in conjunction with the regional engineer manager and the regional service administration team.

• To ensure that new contracts are reviewed fully prior to mobilisation including a detailed servicing schedule is agreed with the client and Admin Team and recorded on the Trinitys service system.

• Dilapidation reports have been coordinated or carried out by yourself for all new contracts issued.

• Provide account management in line with the Companys Quality Policy.

• To ensure compliance with Company and Client H & S policies and any applicable standards with site specific RAMS where applicable.

• Provide support for the bid team when tendering maintenance contracts and following successful securing of the contract monitoring and supporting the operational delivery. This will involve regular review of contracts with Admin and Regional Sales Manager.

• To ensure all customer requests for additional and new works proposals are dealt with in a timely and effective manner. The role requires that proposals are dealt with and correctly managed in respect of time scales profitability and quality of documentation.

• To review the webbased asset tagging system where used on your allocated accounts to ensure this is in place and being utilized correctly by engineers and support staff. You should also identify any issues with missing items / additions etc. to ensure we are meeting our contractual performances with the client

• To attend customer contract meetings as & when required and to ensure that a regular general liaison meeting takes place as appropriate for the level of work insuring records of the meetings are obtained and stored on the companys system.

• To promote the Company and its core values and behaviours both internally & externally.

• Secure non contracted disciplines (such as Security services for a fire systems customer).

• To have an awareness of all works contract activities for all Key account customers and assist in developing appropriate Sales Strategies for increased activity and profitability.

• To manage contract renewals (and identify risks) to allocated accounts in conjunction with the Branch operation team.

• To evaluate systems for potential required new/ replacement/repairs/additions and budget with clients.

• To assist with the resolution of credit queries relating to Key accounts and take responsibility for cash collection of accounts.

• To ensure customer satisfaction at all times by the collation of regular client satisfaction surveys.

• In general support the account management team.

Accountable for:

• Ensuring that Trinity fully meet the customers systems servicing requirements in full compliance with agreed KPIs and SLAs.

• Profitability of Key Client accounts in line with agreed targets.

• Collection of cash from nominated Key accounts.

• Retention of Clients.

• Review of all new allocated contracts.

• Achieving New Sales Targets.

Scope of Financial Authority

In Line with agreed company financial signoff/approvals matrix.

Key Competencies of experienced jobholder

Skills:

• Sound management communication organisational and interpersonal skills.

• Proven experience in engineering in a related industry.

• Ability to develop & maintain strong customer relationships

• Ability to achieve both short and long term objectives.

• Ability to prioritise workloads to meet agreed targets.

• High level of commercial experience and awareness.

• Ability to share Opportunities with other members of the Sales Team.

Technical knowledge:

• Working knowledge of Fire and Security products.

• Working knowledge of the standard regulations and market.