The Key Account Specialist performs a variety of account management /coordination activities in accordance with SGS procedures and processes and accreditation requirements to ensure all customer contracts are administered to meet customers' needs and expectations and deliver the highest level of customer satisfaction.
This position is 100% remote
Job Functions
- Be the primary point of contact for selected clients.
- Become the clients’ focal point for SGS Business Assurance services post contract award and work to the agreed client plan
- Monitor and manage contract performance.
- Monitor the performance of SGS regarding client specific KPI’s.
- Identify risks with respect to poor performance / client expectations
- Manage commercial aspects of the contract, including profit maintenance and business development opportunities.
- Provide liaison between Business Assurance personnel involved in the performance of the contract and manage contract communication.
- Undertake contract specific activities, including design and development of contract documentation, organization of required training, project reviews and reporting.
- Communicate with auditors regarding program announcements, procedures, etc. and coordinate any auditor trainings as agreed upon between SGS and client.
- Report to the clients Senior Management at set intervals on the performance and results of the project activities.
- Achieve client retention targets and receive high customer satisfaction survey results by providing excellent customer service.
- Manage risk with respect to poor performance and client expectations. Report to management on a recurring basis on the results and corrective action being taken.
- Promote the image, capability, and integrity of the company.
- Implement process improvements to ensure we continuously improve on our service delivery metrics specifically the timely issuance of certifications to achieve expectations
- Any other projects that might be assigned from time to time
- Identify and drive business development opportunities for existing client accounts in the US and CA selected by management. Identify and provide inputs on new revenue opportunities will be developed for each client and align with internal stakeholders.
- Collaborate with the sales team responsible for converting the new business development opportunities into a sales win. Work with the sales team during pre/contract sales negotiations and presentations.
- Achieve annual targets for identifying new business development opportunities that are realized into Sales.
- Achieve annual new business development targets that are converted into realized sales for the business. Your business development pipeline will be evaluated quarterly to ensure that you are trending toward achieving the annual target.