Job Purpose
The Key Account Manager is responsible for leading a dynamic team to provide exceptional support and service to partners and Customers. This role focuses on fostering and maintaining robust relationships with local service partners and Customers, addressing their needs effectively, and driving mutual success through strategic support initiatives. The role demands a proactive approach to problem-solving, continuous process improvement, and alignment with the organization's strategic objectives.
Roles & Responsibilities
Partner Support Strategy:
- Develop and execute a comprehensive partner support strategy that aligns with the company's long-term objectives and the evolving needs of partners.
- Collaborate with cross-functional teams, including compliance, finance, operations, and technology, to create seamless support systems and initiatives that enhance the partner experience.
- Identify and implement innovative tools and systems to streamline partner support processes, reduce inefficiencies, and deliver superior service.
- Stay abreast of industry trends and best practices to ensure the partner support strategy remains competitive and forward-thinking.
Customer & Partner Relationship Management
- Establish and nurture strong, trust-based relationships with key Customers and local service partners by understanding their business models, objectives, and unique challenges.
- Act as a central point of contact for high-priority Customer and partner escalations, ensuring swift resolution and proactive management of expectations.
- Organize and facilitate regular feedback sessions, satisfaction surveys, and performance reviews to gather actionable insights and improve service delivery.
- Monitor Customer performance using agreed-upon metrics and enforce accountability to uphold quality and compliance standards.
Performance Monitoring And Analysis
- Define and track critical KPIs and SLAs for partner support operations, including response times, issue resolution rates, and satisfaction scores.
- Conduct in-depth analysis of support data and trends to identify systemic issues and opportunities for process enhancements.
- Prepare and present detailed reports, dashboards, and performance insights to key stakeholders, emphasizing successes, challenges, and actionable recommendations for improvement.
Team Leadership And Management
- Build, inspire, and lead a high-performing team of logistics executives, coordinators, and analysts by fostering a culture of accountability, innovation, and collaboration.
- Clearly define team objectives, set measurable goals, and ensure alignment with organizational priorities.
- Conduct regular one-on-one meetings, performance reviews, and feedback sessions to support individual and team growth.
- Develop and implement tailored training programs to enhance technical skills, domain knowledge, and customer service capabilities within the team.
Contract Negotiation And Management
- Lead contract negotiations with Customers to secure favorable terms, pricing, and service agreements that align with the company's operational goals.
- Oversee the end-to-end contract management process, including renewals, amendments, and terminations, ensuring compliance with legal and organizational requirements.
Compliance
- Monitor and ensure adherence to all relevant laws, regulations, and industry standards affecting partner support operations.
- Collaborate with legal and compliance teams to proactively address potential risks and implement best practices to mitigate liabilities.
- Stay updated on regulatory changes and adapt internal policies and procedures to maintain compliance and operational excellence.
Qualifications & Skills
- Bachelor's degree in business administration, management, or a related field.
- Minimum of 5 years of proven experience in partner support, customer service, or operations management, particularly in B2B partnerships or channel relationships.
- Demonstrated success in leading and managing teams with a focus on high performance and employee engagement.
- Strong strategic thinking and problem-solving skills with a data-driven approach to decision-making.
- Exceptional communication, negotiation, and relationship-building abilities, with the capacity to engage and influence stakeholders at all levels.
- Proficiency in using CRM systems, support tools, and project management software to optimize operations.
- Ability to thrive in a fast-paced, dynamic environment while maintaining attention to detail and quality
