Key Account Manager
We are seeking a highly motivated and experienced Key Account Manager to manage and develop relationships with our key clients. The ideal candidate will be responsible for building long-term partnerships, driving customer satisfaction, and contributing to the growth and profitability of our business. This role involves working closely with cross-functional teams, ensuring successful project execution, and driving strategic initiatives to enhance client engagement and retention.
Location: Poland/Latvia/Lithuania/UAE.
Responsibilities
1. Key Client Management
- Build and nurture long-term, strategic relationships with existing and new clients.
- Develop and implement client retention and growth strategies, including lifecycle management.
- Ensure high levels of client satisfaction through regular communication and expectation management.
2. Project Team Collaboration
- Oversee project teams across all phases, including planning, implementation, and delivery.
- Facilitate effective communication between clients and internal teams such as development, DevOps, QA, and others.
- Organize regular team meetings to synchronize project statuses, identify risks, and mitigate them effectively.
3. Team Leadership
- Collaborate with HR and department leaders to select project resources.
- Coordinate cross-functional teams to achieve client objectives.
- Motivate and support teams to enhance their performance and engagement.
4. Strategic Client Planning and Development
- Design and execute growth strategies for key accounts.
- Plan joint initiatives with clients to expand cooperation opportunities.
- Develop tactical plans to increase sales volumes, broaden service offerings, and boost competitiveness.
- Regularly assess client needs and adapt strategies to evolving requirements.
5. Project Financial Management
- Monitor project profitability, including revenue, expenses, and margins.
- Prepare and coordinate budgets with internal and client teams.
- Identify and address deviations from budgetary targets, ensuring optimal cost efficiency without compromising service quality.
6. Sales and Business Development
- Analyze client businesses to identify growth opportunities and offer tailored solutions.
- Participate in preparing and delivering presentations, negotiating agreements, and finalizing contract terms.
- Drive cross-selling (additional services) and upselling (expanded service levels).
7. Contract Compliance
- Ensure adherence to contract terms and SLA requirements.
- Monitor key performance indicators (KPIs) for ongoing projects.
- Resolve complex issues and conflicts related to contract fulfillment.
8. Analytics and Reporting
- Maintain detailed reporting on key clients, including profitability, order volumes, and satisfaction levels.
- Analyze outcomes of implemented strategies and plan future actions.
- Track market trends to propose innovative solutions to clients.
Requirements
Experience: At least 2 years in client management (experience in IT is a strong advantage).
Additional Expertise: Proven success in project management is a significant plus.
Knowledge:
- Fundamental IT services and products (e.g., software development, DevOps, support).
- Sales methodologies and client lifecycle management.
Skills:
- Excellent communication and relationship-building abilities.
- Proficient in negotiations and deal closures.
- Highly organized with great attention to detail.
Languages:
- Proficiency in English (C1 level or higher) is mandatory.
- Additional languages are an advantage.
- Stress resistance