Job Description
Job Title:
Key Account Manager
Reporting to:
Head of Client Services
Business Unit:
Client Services
Site:
Field based
Date Effective:
Q4
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Organisational Chart
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Key Responsibilities
Account Management
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Personally manage nominated key accounts with specific focus on developing appropriate and effective
relationships at all levels.
Steer, manage & develop client relationships across nominated Key Accounts.
Manage the client interface within nominated clients ensuring all deliverables are achieved to time, quality and
budget.
Establish & develop multi-level contacts and networks within nominated Key Accounts, brands & geographic
areas.
Conduct account management reviews remotely and face to face with nominated Key Accounts according to
the governance cadence agreed.
Implement the business plans for all nominated Key Accounts delivering the agreed activities to drive growth
and ensure retention.
Work with the Sales Team to on-board new client accounts immediately prior to and post contract signing &
co-ordinate the start-up of client with CitNOW products.
Job Description
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Work closely with Support Team to ensure clients are receiving a high level of customer satisfaction through
first class support at 1st and 2nd line level.
Stakeholder Management
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Manage personal stakeholder interactions and develop appropriate and effective relationships with
stakeholders at all levels.
Ensure that stakeholders are informed of account status and activities at all times.
Share best practice with other Key Account Managers and the wider team to build knowledge and inform any
changes to products and services.
Ensure that any conflict with clients regarding service delivery is reported and resolved to the satisfaction of all
parties.
Document business plans for each Key Account to support both stakeholder management and business
development deliverables.
Create and deliver compelling presentations, engage audiences of senior decision makers as part of the
account review process.
Business Development
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Follow the Client Services business development process and deliver against personal business development
projects and targets.
Personally deliver business development projects and targets across dedicated accounts.
Proactively approach existing clients and prospects to gain interest in CitNOW products and services.
Proactively identify CitNOW prospects across nominated Key Accounts with a contact plan to introduce
CitNOW products and services.
Work with the wider CitNOW team in support of business growth.
Where required agree site trials for across nominated Key Accounts to support growth plans.
Present the company’s products and services in a sales mode remotely and face to face to existing and
potential customer groups.
Proactively manage enquiries and leads through the sales conversation and CRM process.
Work independently and collaboratively with other members of the CitNOW team on specific sales
opportunities and those involved in supporting the markets business growth.
Represent the business at conferences, trade fairs and networking events.
Process Compliance
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Personally follow the Client Services and other internal processes to achieve the deliverables.
Personally follow the business reporting and documentation processes to ensure all reporting requirements
are completed accurately and on time.
Ensure all client offers and quotes, contracts orders and other business documents are completed accurately
and on time.
Ensure that the personal area for activity recording is accurate and up to date at all times.
Maintain the CRM system to ensure all records are accurate and up to date.
Reporting & Analysis
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Personally follow the Client Services and other internal reporting and analysis processes and timescales.
Analyse nominated Key Account client performance, identify development areas and develop strategies to
continually drive improved performance and sales.
Capture, document and report on client/prospect feedback and competitor activity using the CRM system.
Compile maintain and generate accurate data and reports to support sales and prospect activity.
Job Description
Project Management
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Co-ordinate and drive implementations across key accounts as agreed with the allocated project team.
Implement all projects ensuring they achieve their deliverables and are on time and to budget.
Resource Management
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Review account plans to ensure activities are completed and appropriate resources are made available.
Business Planning
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Develop and document business plans for all nominated accounts defining and agreeing activities to drive
growth and ensure retention.
Monitor and report on emerging trends and feedback to enable the development team to create products and
services that deliver exception value to clients.
Performance Management
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Manage personal performance to achieve all deliverables.
Manage the performance of project deliverables from the allocated sources as part of the project delivery
team.
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Key Working Relationships
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Head of Sales
Head of Academy
Sales Team
Academy Team
Client Services Team
Support & Operations Team
Dev Ops Team
Finance Team
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Knowledge, Skills & Experience Required
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Substantial track record of delivering solutions to automotive industry.
Broad and diverse knowledge automotive network for knowledge, contacts, resourcing projects.
‘Sales' or ‘Account Management’ experience of engagement at strategic and operational level with existing
clients and targeted prospects within the Automotive Industry.
Experience of dealing with senior stakeholders within the Automotive Industry.
Extensive connections with Vehicle Manufacturers NSC, Head Office functions.
Extensive connections with dealers and dealer groups.
Proven expertise in managing a high volume of client accounts.
Experience in the development and delivery of account based projects.
Demonstrated ability to execute results against strategy and meet critical deadlines.
High level of commercial awareness with an ability to recognise and exploit opportunity for growth, retention
and profit.
Job Description
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Good negotiating skills and financially astute, able to drive account profitability whilst ensuring the appropriate
controls are in place.
Vision to apply previous experience to create new opportunities and ensure on-going customer satisfaction.
Able to recognise and manage critical problems and opportunities.
Able to influence and persuade, by creating a positive and credible impression on others, enabling them to
work beyond their comfort zone.
Able to motivate and inspire others to embrace change.
Able to present and communicate remotely or face to face effectively captivating the audience’s imagination
leading to engagement.
A complete understanding of the ‘Road to the Sale’ in the Automotive Industry.
A comprehensive knowledge of the Franchised Dealership Aftersales department.
Ability to work well under pressure.
Ability to work on own initiative.
High level of interpersonal skills: works well with others, sensitive, supportive, motivates others, shares credit,
cooperates, professionally represents the business, self-confident, enthusiastic, dynamic, accepts
responsibility, ambitious, with an appetite for working in an entrepreneurial environment.
Happy to promote a collaborative team environment that fosters creativity, innovation and high performance.
The ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious.
Highly self-motivated and enthusiastic.
Outstanding communications skills both oral and written.
Ability to effectively communicate and interface with peers as well as executive level management.
Strong computer skills in Microsoft Word, Excel, and PowerPoint.
Used to extensive travel in pursuit of business needs.
“Can do” attitude; able to identify problems, take ownership, gain the cooperation of others and provide
solutions.
High level of organizational Skills: handles details, coordinates tasks, punctual, manages projects effectively,
meets deadlines, sets goals, keeps control of plans, proactively arranges activities, multi-tasks.
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Signed: ____________________________________________
Job Holder
Date: _____________
Signed: ____________________________________________
Manager
Date: _____________