Our client is a market leader in the materials testing industry headquartered in Milan.

KEY ACCOUNT MANAGER

As a member of the Senior Management team the Key Account Manager will report directly to the General Manager and  will be responsible to drive customer satisfaction in all aspects of the company offerings. Maintaining a strict customer perspective, the role will analyze all procedures along the value creation process to identify improvement opportunities for a perfect customer experience from the initial quotation until After Sales Service.

Special focus will be on streamlining the internal processes through implementation of policies and procedures when dealing with customers.

The incumbent will lead pre sales, customer service, order processing, invoicing and after sales teams (approx 15 people).

Key Responsibilities:

• Driving sustaining business growth and profitability by ensuring that key clients are satisfied with the products and services provided
• Identifying new business opportunities by developing plans to address customer-specific needs, eg. cross-selling, applications and calibration services
• Manage relationships with customers from initial quotation onwards, including all related communications eg. updated delivery dates, after-sales services & repairs etc.
• Acting as the main point of contact for key clients
• Driving a “customer first” mindset through the organization by constantly applying a customer perspective to ensure their needs are heard loud and clear
• Supervise order processing department and streamline processes from order entry to final order fulfillment until shipment & invoice collection
• Supervise the entire customer support process (pre-sales and after-sales)
• Take an active role in the analysis and streamlining of company processes to optimize all customer facing initiatives to ensure customer needs are met
• Raise potential customer concerns and highlight customer pain points, measure and monitor the customer satisfaction level

Key requirements:

• Technical or Business Administration background
• Proven experience in Key Account Management with strong customer Service skills
• Minimum of five years of Leadership experience in managing teams
• Active Listener with a “Customer-First” mindset
• Excellent Problem Solver, managing expectations to ensure customers feel valued and supported at all times
• Calm and able to work well under pressure
• Strong command of English language written and spoken
• Solid experience with integrated ERP Systems (SAP, Oracle, NetSuite, etc.) and CRM
• Willing to travel internationally up to 25%, as required

If you are interested in this role, please forward an up-to-date copy of your CV, authorizing the treatment of your personal data according to Dlgs. 196/03 & GDPR specifying KAM60 to : selezione6@hrexecutive.it