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Account Manager II

Date: Apr 27, 2021

Location: Irving, Texas, US, 75038

Company: Neovia Logistics Services

JOB SUMMARY

Manage the commercial aspects of the lifecycle of dedicated contracted customers, maximizing the value created through the relationship with the customers, resulting in satisfied customers, and extension of time and service scope of initial agreements. Account Managers are responsible for one or several existing customers across several countries. This position typically requires a thorough knowledge of supply chain management.  Account Manager II manages key accounts of the company.

JOB RESPONSIBILITIES

Manages the overall relationship with key accounts. Manages and grows top-line revenue

Sets strategy for underperforming accounts

  • Customer Relationship - Build and maintain relationships with the dedicated customers at the highest possible level through meeting and communicating them regularly, leading the account reviews, closely following up all aspects of the implementation of the customer specific SLAs, in order to assure Neovia delivers the SLAs resulting in satisfied customers and in high customer (lifetime) value.   Maintenance and governance of customer contracts, LSA, SOW etc.
  • Play Book - Research the markets relevant to the services provided to the customer and prepare a customer specific account development plan ("Play Book"), translate the PlayBook into short and medium term plans and - after line management approval - implement the plans in order to assure Neovia's ability to retain and grow profitable relationship with the customer.
  • Cross selling - Pursue growth opportunities in  key accounts (e.g., cross-selling)
  • Contract Renewal - Negotiate the terms of renewal of existing (expiring) agreements for key accounts and coordinate the contract renewal process in accordance with the SURE-start process in order to assure continuation of Neovia's superior value generating relationship with the customer.
  • Customer Satisfaction - Collect information to measure customer satisfaction, analyze the results and translate them into short and medium term improvement plans in order to assure / improve customer satisfaction resulting in long term profitable relationship with the customer.
  • Continuous Improvement - In addition to the customer satisfaction related data analysis, keeps identifying needs and challenges of the customer and providing relevant solutions in accordance with the SURE-start process into updated SLAs with the customers, in order to increase customer satisfaction and to grow Neovia’s business.  Monitors competitor activity in each account and participates in the development and implementation of appropriate response strategies.
  • Specialist Know-how - Develop best practices of customer relationship management, share this know-how among the account managers of Neovia in order to contribute to the continuous improvement of Neovia's business practices.
  • Support - support sites to prepare Business plans and revised forecasts. Supports and coordination of preparation of financial statement. Certain day-to-day client management tasks may be handled by Commercial when they are exceptionally complex, or when they need to be escalated (e.g., SSR admin, claims inquiries).

QUALIFICATIONS

  • Bachelor's or Master's degree in economics
  • At least 5 years'  customer facing experience and ‘general’ cross-functional operations, commercial, financial background

PHYSICAL REQUIREMENTS

Work is primarily sedentary. Sits comfortably to do the work; however, there may be some walking, standing, bending, or lifting item weighing up to 15 pounds.

ADDITIONAL INFO

Self-dependent, entrepreneurial, goal-oriented and accurate way of working within cross-functional and international, multi-cultural teams

Excellent people, teamwork and process management skills

Incumbent may be required to be fluent in multiple languages (dependent upon location)

20% travel

Internal and External Contacts:

Internal contacts with the Operations organization (VPO level) and external clients

Sales Revenue:  $27 million USD annually

The role may be exposed to international traveling (dependent upon location)


Nearest Major Market: Irving
Nearest Secondary Market: Dallas