Client Account Manager

Managing a portfolio of existing O2C (order to cash) or 3PL clients, overseeing and reporting on agreed service levels, implementing improvements, ensuring compliance with contractual agreements, and identifying and securing further commercial opportunities.

Aligning commercial objectives with the Head of Client Relations and the key account managers of Alloga.

Developing and realising commercial sales and marketing activities with existing Alloga clients, in order to achieve the desired revenue and return and to realise further growth.

Responsibilities

Strategic

Understanding future client requirements (e.g. stock levels, forecasting (revenue + volume), strategic) and how their plans align with Alloga's strategy. Supporting periodic service levels and ensuring the 1, 2 & 3-year forecast for each client.

Creating weekly & monthly stock and forecast reports and following up on these insights together with the client and Alloga, taking into account contractual (commitment) agreements. Managing client stock and forecast if these fall outside agreed parameters.

Creating and managing an Alloga change control whenever there are contractual changes that are either advantageous or disadvantageous to Alloga.

Key tasks

• Developing and maintaining a positive relationship with the client whilst simultaneously pursuing and taking into account Alloga's strategy.
• Presenting Alloga and its services in a professional manner through direct communication (face-to-face meetings, telephone calls, virtual meetings, email and any other possible means of communication).
• Ensuring that all contact with clients is aligned with their needs.
• Preparing and presenting KPI data in forecast reports and providing advice on a monthly and quarterly basis.
• Ensuring that KPI results match the agreed objectives and/or that plans are in place to achieve the set objectives.
• Continuously striving for improvement of services, both internally and externally.
• Managing changes in inbound and outbound volumes with clients and internal departments by sharing information to manage client expectations and Alloga's service delivery.
• Ensuring that a schedule exists for an MBR (monthly business review) and QBR (quarterly business review) structure, with a planned agenda, with outcomes shared with the client and internal organisation and actions taken up with the relevant stakeholders.
• Ensuring that the client gains a clear picture of Alloga's service offering by providing effective communication when a client's perception of services does not meet expectations.
• When a client's service is affected by Alloga's actions, making a positive contribution to the solution by taking ownership, involving quality colleagues in relevant client discussions where necessary, and minimising possible loss risk for Alloga.
• Ensuring that client queries are responded to in a timely manner and proactively communicating issues to clients.
• Exploring and potentially implementing new business, including value added services, for the benefit of the client and to support the broadening of Alloga's services. Flagging internally when a service is required that is not yet available at Alloga.

Regulatory

• Maintaining knowledge relevant to this sector, both from a regulatory perspective (GDP/GMP) and from a commercial perspective.
• Being aware of the Alloga BCP (business continuity plan) and executing recovery plans and communications as part of this when necessary.

Commercial

• Identifying commercial opportunities with clients and proactively discussing these with the Head of Client Relations and/or Head of Sales of Alloga.
• Escalating appropriately when there is a substantial risk to the account, whether loss of business or substantially negative profitability of Alloga's service delivery.
• Reviewing the commercial outlook of clients at least once per year and ensuring that plans are updated accordingly. Ensuring that inflation-related service cost increases are implemented as defined in the agreement. Conducting discussions and escalating all negotiations that are likely to extend beyond the initial term or become commercially challenging.
• Ensuring that all activities and services are invoiced and that all costs can be correctly recharged. Implementing or recording a new rate for newly agreed services where necessary.
• When a client's contract is nearing expiry, co-conducting renewal discussions and/or supporting and co-ensuring that the legal framework for any changes has been approved prior to signing a renewal.
• Delivering, registering and implementing additional revenue for the company derived from inflation increases, rate revisions or new business for clients.

Competencies

• Flexible approach to work and able to plan and prioritise effectively.
• Confident, enthusiastic and excellent in terms of independence and decision-making.
• Results orientation -> The ability to get things done by approaching others in a considered and proactive manner, building, maintaining and leveraging functional relationships.
• Overview -> Overseeing situations and processes over time, recognising problems and proactively discussing these with the direct manager and subsequently addressing the situations and/or problem systematically with regard for the consequences.
• Communication -> Communicating effectively, taking into account the level of the parties and stakeholders involved.
• Commitment and engagement -> Being able to take concrete action, proactively demonstrating commitment and goodwill to achieve set goals, seeking better alternatives.

Affiliated company

Alloga (Nederland) B.V.