Key Account Manager

The Key Account Manager role is to establish and maintain strong relationships with clients who are considered key accounts within RAKE. The primary focus of a Key Account Manager is to effectively manage and grow the relationship with key accounts while ensuring customer satisfaction and achieving revenue goals.

The role has 3 key areas:

• Account Management & Customer Service
• Achievement of financial goals (renewals/expansions)
• Default recovery

The role encompasses a lot of stakeholder management as a KAM in RAKEZ is considered as a connector between the customer, internal departments and external entities (Private & Government).

• Ensure division activities are in line with the business objectives of the CX team to ensure image building and branding of RAKEZ.
• Build and maintain professional relationship with clients through regular contact ensuring a deep understanding of their needs and then matching them with workable solutions.
• Ensure regular contact and site visits to customers, identify opportunities for the client and RAKEZ and follow up on agreed actions or concerns internally and with the customer.
• Based on client interaction, maintain and update key clients’ profiles in Sales Force on regular basis to ensure accurate information is available at all times for further business decisions.
• Act as a business partner with new customers and ensure that RAKEZ standards pertaining building and modification process are met within the specified time.
• Responsible for driving the renewal and collection process with support from the processing team to meet targets and SLAs. This includes preparing recommendation papers relating to areas such as rent reviews and rent reductions.
• Escalate to the One-Stop-Shop any critical issues/ delays with amendments, renewals, cancellations, and other type of services for clients, ensuring high quality customer service and overall productivity.
• Maintain client rates in line with the standard rates to ensure consistency and that the overall objectives and targets of renewals, collections and defaulters are met.
• Review on daily basis the service request Dashboard and take immediate action on any delay and keep customers informed.
• Act as focal point for key clients while applying for service to ensure their transactions and queries are processed within minimal timeframe and with high quality customer service. In doing so, you will take ownership of these queries and coordinate requests with Engineering, OSS, Legal, Leasing, GS, BD, Sales and external stakeholders ensuring timely response to customers. You will keep the customer informed of progress and address any concerns.
• Work with the Commercial team to identify expansion opportunities in order to maximize client retention, maximize client satisfaction and increase revenue.
• Escalate to line manager any unsolved issues or requests, which were not closed within the assigned time frame, in order to speed up the process of closing the requests towards clients’ satisfaction.
• Manage customer complaints and resolve them within the defined SLA.
• Provide feedback internally on ways to improve the clients experience improve our brand image and enhance the product services portfolio.
• Conduct and participate in special projects and prepare the required reports. Understand clients request, concerns and challenges to prepare recommendations and proposals for review with senior management.
• Assist key accounts team in resolving challenging customer requests/issues.
• Coach and shadow team members to improve their behavioural/technical competencies.
• Perform any other job-related tasks as assigned by his/her manager.

• Contract Renewal:
  Proactively manage the contract renewal process with key clients. Demonstrate the ongoing value and ROI delivered by RAKEZ's offerings and negotiate contract renewals to ensure long-term partnerships. Ensure renewal targets are met (value/ unit and on-time).
• Client Retention:
  Retain existing key clients by providing exceptional customer service, addressing any issues or concerns promptly, and continuously exceeding their expectations. Develop strategies to enhance client…