The Account Manager will support the Commercial Manager in managing and growing client relationships, ensuring customer satisfaction, and driving revenue growth within the business.
Requirements
- Conduct an analysis of customer needs to gain a detailed understanding of requirements and develop and maintain comprehensive account plans for each
- Determine the implications of customer requirements on Vopak in terms of delivery / contract using Sales Funnel Techniques and Processes
- Investigate supply and demand requirements of Vopak Products and identify possible locations to focus business development
- Analyse local market conditions to determine impact and opportunity
- Meet with customers to discuss their operating environments and forecasting to identify possible needs
- Lead operational reviews for Darwin customers and ensure that regular operational reviews for Sydney customers are taking place, in a timeframe as agreed on with the customer
- Actively participate in operational review meetings
- Determine changing customer needs and identify the impact on Vopak operations and capacity
- Build and expand customer relations
- Review contracts of selected customers and update / renegotiate when required
- Discuss results of Customer Satisfaction Survey with Customer and ensure that action points are followed up
- Provide information to Vopak Global on key accounts (KPI Highlights, updates on customers, operations, relationships)
- Lead monthly commercial reporting
- Complete and update annual key account plans for all customers
- Maintain account management information in CRM when changes occur
- Tracking monthly revenue (actuals to be invoiced) from commercial contracts vs. budgeted revenue (forecasts) from commercial contracts for both terminals
- Compile annual revenue budgets
- Liaise with Finance department on all matters involving customer revenue, check monthly invoicing for accuracy and completeness, compile customer contract escalations
- Monitor trends per customer for analyses and forecasting/budgeting purposes
- Trend analyses for revenue stream improvements and risk analyses
- Ensure controls framework of the Order to Cash (OtC) process is robust and well governed; make recommendations for process improvements where necessary
- Carry out studies as requested and required by Business Commercial and Business Development team, contributing to business cases
- Continuous conduct analysis to determine Vopak operating environment and understanding of Vopak’s business, vision and strategy
- Build Vopak’s knowledge base by conducting research on products, competition, country regulations and policies, shipping, key industry players, market trends etc.
- Source information from customers and Vopak Global system to build market understanding and continuously update key account plans
- Provide and role model excellent customer service
- Provide Service Funnel and Complaint Handling training (if required) and take initiative to underline the importance of these areas within the organisation
- Lead the Customer Service Initiatives for VTA
- Use CRM System in order to capture complaints, opportunities and relevant information resulting from contact, accounts, emails, visits and phone discussions with customers and trucking companies
- Manage and ensure successful implementation of customer service initiatives such as CRM, Service Funnel
- Manage and coordinate Vopak Australia’s customer service survey
- Assist in investigation and resolution of issues, complaints and queries from customers
