Key Account Manager(M/F)

The Key Account Manager is responsible for ensuring the satisfaction, loyalty and development of strategic customers. As the customer's main contact, he or she is the voice of the company. They provide ongoing, personalised customer care.

In a cross-functional capacity, he/she manages the various teams, demonstrating excellent interpersonal skills.

MISSIONS : 

As a Key Account Manager, you will be responsible for :

1. Develop the customer portfolio entrusted to us

• Ensure growth in sales by adding +10%/year
• Steering and drafting technical and financial proposals to 100%

2. Ensuring the profitability of the customer portfolio entrusted to us

• Increase the margin on direct costs (MCD) from 5% to 10% on new services: software development, outsourcing of modernised application architectures (micro-services, CI/CD), etc.
• Ensuring an MCD of between 30 and 35% on the company's traditional services (private cloud, traditional outsourcing)
• Within three years, transform 50% of on-board sales into new services
• Submit accurate monthly forecasts to 90%

3. Guaranteeing quality and customer satisfaction

• Ensure average customer satisfaction of more than 4 out of 5
• Respect the SLA at 95%
• Turning 20% customers into ambassadors (business introducers)
• Keep each customer's account plan up to date at 100%
• Keeping all management tools (ERP, CRM, KM, etc.) up to date at 95%

4. Supporting the company's New Business

• Support the company's sales drive (participation in guilds, support sessions, etc.)

Level of qualifications :

• BAC + 5

Skills required: 

• AutonomyAble to work independently in designing and carrying out assignments.
• Analytical skillsMaking the right decisions quickly. Understand the customer's issues. Able to structure and process qualitative or quantitative data
• Communication Fluid, precise and concise oral and written communication
• Being a good listener: Able to identify customer issues and respond to their needs.
• Involvement and dynamism : Strong proposal, they know how to get people to listen to them and mobilise their teams
• Honesty/IntegrityDoes not compromise company ethics. Promotes trust. Does what's right, not just what's politically expedient.
• Organisation/Planning : Plans, organises, budgets and anticipates effectively. Focuses on key priorities without getting bogged down in anecdotes or special cases.
• Monitoring commitments : Respect for verbal and written agreements, throughout the life cycle of the contract.
• Persistence : Demonstrates tenacity and willpower to get things done.
• Proactive The "do-it-yourself" person: Acts without being told what to do. Brings new ideas to the company.
• Resilience : Keeps a cool head under pressure (customer crises, short-term objectives, etc.)
• Work ethicsHas a strong willingness to work hard and sometimes long hours to get the job done. Has a track record of hard work.
• High standardsExpects the best in personal and team performance.