Key Acount Manager – After sales

The Key Accounts Manager – After Sales is responsible for managing and maintaining strong relationships with key Original Equipment Manufacturer (OEM) clients in the mining industry. This role primarily focuses on post-sales activities, ensuring customer satisfaction, resolving issues, and identifying opportunities to enhance product/service offerings. The goal is to maximize customer retention, drive revenue growth, and contribute to the overall success of the organization.

Main responsibilities and related tasks

Account Management:

• Develop and maintain relationships with key OEM clients, understanding their needs and expectations regarding after-sales support.
• Serve as the primary point of contact for key accounts, ensuring timely responses to inquiries, concerns, and requests for assistance.

After-Sales Support:

• Coordinate and oversee after-sales services, including maintenance, repairs, spare parts provisioning, and technical support, to meet client needs and expectations.
• Collaborate with internal teams to ensure efficient and effective resolution of customer issues, aiming to achieve high levels of customer satisfaction.

Customer Relationship Management:

• Regularly engage with customers to gather feedback on products/services, identifying areas for improvement and driving enhancements.
• Anticipate and address potential challenges or conflicts, aiming to maintain a positive and cooperative relationship with key accounts.

Business Development:

• Identify upsell and cross-sell opportunities within key accounts, working closely with sales and product teams to propose solutions that align with customer needs.
• Collaborate with the sales team to develop account-specific strategies and action plans to grow business within key OEM accounts.

Contract and SLA Compliance:

• Monitor contract compliance and Service Level Agreements (SLAs) to ensure adherence to agreed-upon terms and conditions.
• Negotiate contract renewals, amendments, and extensions, aiming to mutually beneficial agreements for both the organization and the OEM client.

Reporting and Analysis:

• Provide regular reports on after-sales performance, including customer satisfaction, issue resolution rates, and revenue generated from after-sales services.
• Analyze data to identify trends and opportunities for improvement, supporting data-driven decision-making processes.

Profile

• Proven experience in a key account management role, preferably within the mining industry or related sectors. minimum 10 years’ experience in a similar position.
• Strong understanding of mining equipment and aftermarket services.
• Excellent communication, negotiation, and interpersonal skills.
• Ability to analyse data and generate actionable insights for business growth.
• Proficiency in CRM software and MS Office Suite.
• Proactive, result-oriented, and able to work effectively in a team environment.
• Willingness to travel as needed to meet clients and attend industry events.

Languages

• English
• French (Advantages)