Pailin Group Executive Search

pailingroup.com

Job Title:  International Director, Key Account Services                 

Location:  Any major market (preferably in the US)

1.          Job Summary

·                     Develop a solid global  account management organization within the Organization to include account managers of designated accounts and relevant, dedicated functions such as IT, Finance and Expense Management

·                     Develop and define criteria for global accounts that will be managed by the  team

·                     Fine-tune the model account managers’ reporting structure from within individual branch organizations

·                     Manage recruitment, performance management, and retention to ensure quality of the Organization's global account management team

·                     Ensure account managers oversee account-related communications and training for the Organization's account dedicated staff across all service hubs

·                     Maintain positive relationships with branch and country management while pursuing best interest of global account relationship

·                     Identify then collaboratively make personnel and structural changes where appropriate

·                     Support for global sales team at appropriate time during the sales process as SME for account management

2.         Primary Responsibilities

2.1              Client Implementation, Management & Development

2.2              Lead smooth, successful implementation efforts for new key accounts; 

2.3              Seek consistency amongst all global accounts in key areas and customization where required.

2.4              Assure global compliance with client master service agreement contract, KPIs and SLAs.

2.5              Focus team on using deep understanding of customer workflow processes and objectives to secure and expand client relationships

2.6              Ensure pro-active client interactions are integral to relationship management and development; builds relationships at stakeholder level within our client base

2.7              Create tiered service offering to better service and expand strategic accounts

2.8              Establish target for growing sales to existing clients, including client retention/contract renewal rates as well as expansion of service scope

2.9              Encourage joint CSR activities with global accounts to maximize impact and develop relationship

2.10          Manage account team - including implementation, expense management, finance and IT - so all are aligned to service global accounts consistently to meet client objectives

2.11          Introduce monthly/quarterly reporting metrics to meet contractually agreed obligations and KPIs, and to better understand client opportunities

2.12          Monitor resolution of exceptions and escalations by global account managers

2.13          Interpret client needs to enable IT to build suitable client web portal and reporting tools enabling as much information to be automatically generated from the Organization systems

2.14          Develop best practice management information (including trends, legislation, relevant industry/market specific data) & reports for key accounts, which then can be automatically generated from our systems (working with IT)

2.15           Interpret client needs to enable finance to design successful global billing models, then oversees implementation and ongoing improvement where needed.  Develop these as sales tool and CUPOD

2.16          Build framework for establishing client profitability

3.          Required Knowledge, Skills, and Abilities (KSA)            

             Knowledge

3.1.1        Fluent English, other languages will be an advantage;

3.1.2        Experience living abroad/previous international experience is required

3.1.3        Sound knowledge of Microsoft Project, Power-point, Word , Excel and Visio.

3.1.4        A solid and proven knowledge of both household goods and GMS operations

3.1.5        Minimum of 10 years successful experience managing/implementing key accounts

3.1.6        Extensive employee mobility or relocation industry experience required

3.1.7        Global mindset and intercultural awareness

3.1.8        A solid sales background

3.1.9      Business sense. Ability to focus on the bottom-line as well as budget and manage G & A effectively.

3.1.10    Strong client focus

3.1.11    A reasonable working knowledge of HHG, RMS & GMS.

3.1.12    A sound understanding of P&L as well as quality improvement management (ultimately to be accountable for these, worldwide)

3.1.13    A 'network' operator who is used to working with a network of wholly owned businesses

3.1.14    Preferably experience of implementing global contracts - what works, what does not work, knowledge of regional regulatory requirements

3.1.15    At least 10 years of progressive supervisory and administrative experience.

3.2       Skills

3.2.1        Excellent interpersonal, negotiation and presentation skills

3.2.2        Sales experience with large corporations - understands what a range of different clients need

3.2.3        Proven and successful Account Management experience.

3.2.4        Detail-oriented, proactive, and organized

3.2.5        Strong analytical, written and verbal communication skills

3.2.6        Ability to motivate virtual teams

3.3       Abilities

3.3.1        The ability to network with clients and to operate at a senior level in the business (Board report)

3.3.2        Ability to travel globally without restrictions.

3.3.3        Proven ability to manage a diverse and globally spread-out team.

3.3.4        The ability to bridge Sales with the Operational management elements of our business (eg can we actually deliver what we sell?)

3.3.5        Must be able to demonstrate the ability to 'engage' with people so as to foster an environment of collaboration leading to positive, planned outputs

4.          Metrics

4.1              Growth and profitability of our account base

4.2              Up-selling of services

4.3              Retention & professionalism of GAM team

4.4              Smooth and successful implementation of new accounts

4.5              Meeting/exceeding agreed client KPIs

4.6              Quality of our service provision as measured customer feedback and internal recognition programs

4.7              Maintain/increase Client Quality Survey return rates and scores

4.8              Accurate client invoicing and minimized accounts receivables