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Title

Key Account Manager  

Description

JOB SUMMARY:

The primary responsibility of the Key Account Manager (KAM) is to be the primary customer interface with those accounts we deem to be Key Accounts. This person will oversee the overall handling and health of the accounts assigned to them and strengthen and deepen the company-to-company relationship. The KAM will handle day to day customer inquiries or issues including but not limited to technical service issues, general customer service issues, facilitating new sales opportunities and conducting periodic account review meetings with the customer. In short, the KAM is responsible for keeping our most valuable accounts happy and growing with Per Mar.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

  1. Interface regularly with the customer's primary point of contact as well as build relationships 'above' and 'below' the primary contact to create continuity in the event that there are organizational changes with the client.
  2. Meet with the client in person on regular intervals to ensure we are meeting customer expectations, as well as understand what's happening in their business and future needs.
  3. Interview, hire, lead and evaluate Key Account Coordinator position(s).
  4. Become the first point of escalation for any service issues that require it.
  5. Assist in the design, pre and post-sales support of new key account installation projects. Oversee and drive the installation process to ensure local branch offices understand the scope and specific requirements to meet keep account expectations.
  6. Develop and strengthen intracompany relationships with installation and service teams in the field in order to smoothly work through service calls and escalations with operations staff.
  7. Develop and strengthen intracompany relationships with the local sales teams in order to create seamless hand-offs of new key accounts, and facilitate new sales opportunities inside of existing accounts.
  8. Review all open service tickets daily to ensure prompt handling and closure of customer issues.
  9. Periodically review closed service tickets to ensure proper service levels are being adhered to and make recommendations to operations management about ways to improve service levels as appropriate.
  10. Create and provide customer reports as required to update the customer on their account. This could include data pulled from internal systems as well as financial or other reporting.
  11. Provide updates and/or reports to Per Mar senior management.
  12. Adhere to the highest standards of ethical business conduct and compliance by acting lawfully, ethically, honestly and professionally in the performance of their jobs at all times as well as be in compliance with company policy and procedures.
  13. Understand and ensure compliance of any customer mandated regulatory requirements.
  14. Travel, as required. Some overnight travel is expected.

 
Position Requirements

ADDITIONAL MANAGEMENT DUTIES

  1. Conduct weekly one on one meetings with Key Account Coordinator(s) review their work with accounts and provide guidance and direction on issues as they arise.
  2. Adhere to all EEO/AA (Equal Employment Opportunity/Affirmative Action) guidelines and regulations in the hiring, selection, placement, promotion, transfer, and training processes.
  3. Provide input and participate in the budgeting process as required.

EDUCATION AND/OR EXPERIENCES

  1. High School Diploma or GED is required.
  2. Technical training or college degree desired.
  3. 8-10 years’ experience in sales or account management required.
  4. 1-2 years’ experience as a manager or supervisor required.

KNOWLEDGE/SKILLS/ABILITIES:

  1. Must have knowledge of customer relationship management systems and how to access and report on information in them. (can be trained)
  2. Ability to operate a variety of office equipment to include but not limited to personal computers, printers, scanners and calculators. Strong computer skills with demonstrated experience in Microsoft Office Suite, including Word and Excel. Internet skills required.
  3. Knowledge of Monitoring Center operations a plus.
  4. Excellent written, verbal and presentation skills are required.
  5. Strong customer service focus/skills a must.
  6. Must be detail oriented and able to handle multiple tasks.
  7. Must be capable of handling challenging and stressful situations in a professional manner.
  8. Must be able to deal effectively with people at all levels of the organization and with external customers.
  9. Must possess the values important to Per Mar Security – Integrity, Communication, Excellent Service and Accountability.

LICENSES/CERTIFICATIONS:

  1. Must have a valid driver’s license and good driving record.
 
EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.  

This position is currently accepting applications.

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