Service Account Manager S4-20
Laatst bijgewerkt: woensdag 12 mei 2021
Purpose
Is responsible for a single fairly complex service contract (or more simpler contracts)
between customer(s) and the company, in order to deliver -manageable and profitable- services to satisfied customers.
Tasks and Responsibilities
- Customer Satisfaction
Ensures optimal delivery of services as defined in SLA under his/her supervision to obtain
optimal customer satisfaction and intimacy.
Main activities
- Understands the business value of the company services for customers;
- Ensures satisfying implementation of services also with more modest means;
- Understands customer needs;
- Anticipates on new business;
- Manages/exceeds the customer expectations;
- Creates and maintains an active network including IT and business.
- Tenders
Delivers commercially feasible tenders for medium seize contracts together with sales that
can result in well defined services to satisfied customers.
Main activities
- Interprets opportunities on feasibility;
- Advises Commercial Executive and Customer;
- Creates the contract calculations;
- Coordinates bid-team and external parties;
- Books extra business.
- Consultancy
Gives solicited and unsolicited advice to customers on how they should proceed on their system.
Main activities
- Consults on (managed) processes;
- Consults on how to proceed with the application.
- Contract management
Defines and manages contract specifications within cost and schedule for more
customers, agreed with the stakeholders, resulting in manageable and profitable services
of predefined quality.
Main activities
- Defines contract resources;
- Defines sub tasks for subcontractors;
- Validates and accepts the assignment;
- Informs contract members on operational level structural and in time;
- Heads operational and tactical contract meetings;
- Proactively monitors and reviews results of business operations with staff and adjusts deviations;
- Consults customer on financial issues.
- Transfer of knowledge
Manages and develops functionally the Service Account Management qualities of junior
peers.
Main activities
- Coaches on the job;
- Transfers knowledge;
- Assists with complex activities.
- Administration
Defines, maintains and interprets contract administration, within the rules of the company
accounting, in order to achieve correct accounting.
Main activities
- Calculates subsequently the real costs;
- Judges on invoices and accounts;
- Records all financial data;
- Prepares invoices.
- Trendwatching
Analyses trends and market information of the SAM- and Service- specialism in order to
ensure optimal assistance to customers and peers.
Main activities
- Defines a vision on the specialism suitable for customer situations;
- Takes initiative for trendsetting.
Quantitative
Contract budget up to € 1 million.
The project team is up to 6 active fixed members and up to 6 flexible members.
Job Requirements
Education
- BSc level (HBO or simular).
Experience, knowledge and skills
- More than 2 years experience on junior level;
- Knowledge on ASL/BiSL level.
Competences
A.5 Planning and Organizing
B.1 Self-Employed
B.3 Networking
C.8 Organizing own work
D.2 Verbal presentation
D.4 Listening
E.3 Autonomy
E.4 Perseverance