IDE Group are currently looking for a Key Account Manager to manage a single customer. Within the role, you will be required to manage an internal administration/engineering team based from our Dartford office. You will be play a key part, ensuring that excellent service levels are maintained, so it is important that the right person has previous experience working with with high profile customers up to C level.
Handling client queries on a daily basis and providing the requisite response/update on all related activity within the service framework
Producing and maintaining a RAID log that will chronicle and distribute asset and configuration management issues.
Generating reports agreed within the service
Ensure all contract SLAs are met
Owner of the contract processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
Drive service review meetings covering performance, service improvements, quality and processes
Perform periodic asset discovery and audit tasks of physical assets within the Lifecycle Warehouse.
Perform periodic asset discovery and audit tasks of the CMDB.
Contribute to the development and maintenance of industry accreditations achieved e.g. ISO (phone number removed), IL3 etc
Manage the Asset Management Team including recruitment, mentoring, training, target setting and performance assessment
Able to demonstrate the ability to undertake the above responsibilities
A passion for Service Improvement
Experienced Service Management professional
Experience of managing client accounts
Excellent leadership and people management skills
Excellent written and verbal communication skills
Willingness to support and mentor junior staff
Excellent customer facing/customer service skills
Able to work under pressure and meet deadlines
Able to demonstrate a high degree of flexibility
Excellent organisational skills
Able to manage sensitive and sometimes confidential information
Self-motivation and able to take responsibility
Able to manage and prioritise and tasks and time efficiently
Able to demonstrate initiative and a proactive approach to daily tasks
A High knowledge of Microsoft Office Packages