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Key Account Service Manager
Job summary
A leading material handling company in the United Kingdom is seeking a Key Account Service Manager to develop and manage customer relationships, ensure service quality, and drive profitability. The role involves managing customer accounts, implementing service contracts, and using KPI data for performance improvement. Candidates should have strong analytical and problem-solving skills, along with experience in ERP systems and contract negotiation. This is an excellent opportunity for a proactive team player.
Qualifications
- Well-developed analytical and problem-solving skills with ability to produce high quality reports.
- Ability to prioritise work and meet tight deadlines whilst paying close attention to detail.
- Energetic, motivated and pro-active team player.
Responsibilities
- Ensuring that all relevant SHEQ procedures are followed.
- Implement, develop and manage contracts to achieve financial and service targets.
- Conduct account reviews with customers and regions.
- Use and present KPIs to demonstrate contract performance.
- Resolve customer queries in a timely manner.
- Manage the customer P&L and report on profitability issues.
Skills
Tools
As a Key Account Service Manager you will build relationships with, manage and develop large customer accounts within the terms of each contract, ensuring that the customer’s required levels of service and Linde’s commercial requirements are both met. You will act as the primary escalation point for any service-related issues that may arise and coordinate our response across regions. Working closely with your colleagues in Sales and across the wider business to increase market share, maintain profitable growth and understand the customer needs for material handling products and solutions.
- Ensuring that all relevant SHEQ procedures are followed (Safety, Health, Environment, Quality).
- Implement, develop, and manage contracts to achieve agreed financial and service targets in line with the Service Level Agreement.
- Conduct account reviews with customers and regions at agreed frequencies.
- Use and present KPIs as per the contract to demonstrate contract performance.
- Resolve any customer queries within a timely manner.
- Manage the customer P&L and report on any issues regarding the profitability of the account.
- Provide support on new business proposals, site surveys, and tenders as may be required by the local KAM or ASM.
- Recognise and create new business opportunities across all business streams, raising awareness of aftersales products and services.
- Using KPI data and engineer/operator feedback, identify, communicate, and propose corrective actions to assist the reduction of out-of-contract spend and/or improve efficiency.
- Update CRM system with all customer contacts, relevant information and all site visits.
- Well-developed analytical and problem-solving skills with the ability to produce high quality reports.
- Ability to prioritise work and meet tight deadlines whilst paying close attention to detail.
- Energetic, motivated and pro‑active team player.
- IT skills (Service-related ERP, Microsoft Office, including Excel and PowerPoint).
- Basic SAP (ERP and CRM).
- SAP Business Warehouse experience.
- The ability to propose, negotiate, and close aftersales business deals/contracts.
- Successful P&L responsibility for the given area.
This job description is intended as a basic guide to the scope and responsibilities of the post and is not exhaustive. It is in addition to your normal terms and conditions of employment and will be subject to regular review and amendment as necessary.
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.