Address POSITION SUMMARY
The Key Account Manager (KAM) is responsible to drive growth and maximize retention of a portfolio of accounts. The Key Account Manager creates demand, identifies new opportunities within their portfolio, and sells creative solutions aligned to the customer needs. As the primary point of accountability, the Key Account Manager is responsible for customer advocacy, driving continuous improvement and collaborating to deliver on customer commitments across multiple teams and geographies. Key Account Managers utilize their broad understanding of C.H. Robinson's (CHR's) industry leading modes/services/products, technology, and business process to retain and grow customers within their portfolio through the sale of diverse products and services.
DUTIES AND RESPONSIBILITIES
The duties and responsibilities of this position consists of, but are not limited to, the following:
Business Development:
- Accountable to elevate and expand credible relationships across functional departments within the customer supply chain
- Leverages network SME's to collaborate on the solution and pipeline development of product, mode, or service line opportunities??
- Expands market share by driving an active opportunity pipeline and qualification process in CRM, and when applicable collaborate with additional resources to identify and drive market share expansion
- Conducts regular business reviews, leveraging internal data and market intelligence to gain customer insights, and understand positive and negative trends in data, to uncover new opportunities for growth, increase sales, and retain and grow the business by presenting strategic solutions to customers
- Uses strategic negotiation and sales strategies at the management and director level in discussing complex pricing and selling solutions with customers
- Analyzes and shares customer specific data, requirements and expectations with internal resources in order to collaboratively create viable supply chain solutions for customers
- Can confidently and effectively represents our digital solutions through a deep understanding of how to apply technology and analytics to customer strategy
- Applies multi-faceted knowledge of market intelligence, customer information and internal data/intelligence to identify new opportunities, provide customers with business insights, and improve customer outcomes
- Owns account strategy including RFP, proposal, and award management through a clear understanding of customer buying habits and CHRs position within the customer's supply chain
- Proactively manages customer pricing strategy by leveraging internal tech, tools and SMEs
- Consistently pursues personal development opportunities to expand understanding of Robinson's modes/services/products and technology
Customer Experience:
- Manages conflict and navigates difficult conversations with the customer, using tact and diplomacy
- Acts as an advocate for customers, internally conveying their customer-specific needs across the organization, to ensure proper alignment and prioritization of resources
- Targets and manages road map toward continuous improvement for their customers working directly with the account team to ensure exceptional service is delivered to C.H. Robinson customers
- Collaborates and actively communicates with partners on the capacity/product/supply team to identify strategic solutions for complex issues
- Engages internal leadership team members to ensure alignment, resource prioritization and participation in account strategy
- Partners with operations and capacity/product/supply teams to ensure optimal execution through the use of SOPs, best in class business processes, and mutually agreed upon customer KPI's
- Partners with sales team to provide holistic plan for transition of customer accounts, define expectations and timelines, seek opportunities to leverage automation and set plans for execution
- Accountable to customer feedback, inclusive but not limited to NPS survey corrective response action planning
Financial Accountability and Process Efficiency:
- Proactive review of financial results, volume, and service performance reports and to monitor and drive account health?
- Identifies and implements solutions to champion process improvement and cost avoidance for customer
- Understands negotiated payment terms and ensures AR processes are adhered to
- Regularly reviews AR dashboard and ensures timely action is taken with customers
- Other duties or responsibilities as assigned according to the team and/or country specific requirements
QUALIFICATIONS
Required:
- High School diploma
- Minimum 4 years of experience in sales and/or account management
Preferred:
- Supply chain knowledge
- Bachelor's degree from an accredited college or university
- Proficient in Microsoft Office Suite of Programs
- Demonstrates and drives a data driven approach
- Demonstrated influencing, negotiation, collaboration, communication and presentation skills
- Proven track record of delivering measurable financial results through sales or account management solutions
- Values a diverse and inclusive work environment
#LI-Hybrid
Benefits
At C.H. Robinson Oceania, we are a proud Equal Opportunity employer offering flexible work to support a work/life balance along with offering a broad range of career development opportunities. We have an experienced and passionate team who work collaboratively to deliver smarter solutions for our clients. Employees have access to our well regarded, confidential Employee Assistance Program. Our Robinson Cares program allows our employees to give back to the community.
Why Do You Belong at C.H. Robinson?
Standing out among the world's largest logistics platforms, C.H. Robinson solves logistics problems for companies across the globe and across industries, from the simple to the most complex. For 100+ years, our global suite of services has innovated trade to seamlessly deliver the products and goods that drive the world's economy. With 20 million shipments annually for 100,000 customers, and millions of dollars contributed to support causes that matter to us, our people and technology literally move the world.
As a FORTUNE 200 company, FORTUNE has also named C.H. Robinson one of the World's Most Admired Companies 2023. Headquartered in Eden Prairie, Minnesota, we are proud to be certified as a Great Place to Work 2023 - 2024 by the Great Place to Work Institute. And we're not stopping there... Join us as we collaborate, innovate, and work as one global team to make life better and more sustainable for our customers, communities, and world.
