Customer (Key) Account Manager
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Purpose
Why is this role needed, what need of the organization does it address, or how is it relevant within the organization?
The Customer (Key) Account Manager’s purpose is growing and maintaining a successful business relationship with existing customers. They proactively identify opportunities for expansion, drive successful projects and additional sales, and ensure customer retention and loyalty. They are the ongoing customer contact for commercial and strategic matters like offers, contracts, invoices, escalations and feedback.
Key Responsibilities
List the essential responsibilities assigned to this role.
Representation of the customer’s needs, expectations, insights and feedback within VSHN
Clarification (including escalation handling) of the commercial and contractual situation
Up-to-date customer contacts, contracts, data and financial numbers
Monitor customer satisfaction and turn insights into actions that drive long-term value and loyalty.
High-level handling and follow-up of service incidents
Up-selling from opportunity qualification to contract signature (same as Sales but for existing customers)
Alignment of customer with VSHN’s strategy and offerings (including pricing)
Ensure a deep understanding of VSHN’s offerings, pricing, and strategic direction
Review of billable work & recurring fees for invoicing
General onboarding of new customers
Offboarding of customers
Customer Project lead on the high level
Stakeholders and Key Deliverables
Whom does this role deliver value to, what do they need from this role?
- Product Manager
Insights & feedback on offering value and pricing
Ownership and progress of sales opportunities
Understanding of the customer’s business, needs, pains, potential gains
Commercial implementation of VSHN’s strategy and offerings with existing customers
Profitability per customer, customer segments, potential bigger changes in revenue, etc. for budgeting
- Product Owner
Documented customer insights on products/solutions
Understanding of the customer’s (project) timeline/priorities
Clarity for unclear customer/project/commercial situations
- Finance / Invoicing
Billing issues clarified, customer pays invoices.
- Customer
Single point of contact for the customer on the non-technical and strategic level.
Lead and contact person for the customer’s project at VSHN (timeline, budget, partners, etc.)
- Tech-Teams
Feedback on delivery and work/service quality
Structured and readily available customer and contract information (in ERP)
Communication and refinement of complex or unclear customer requests
Customer (project) representation in value stream teams (for example, Sprint Reviews)
Dependencies
- Solution Architect
Technical lead and work coordination of onboarding and change projects to solutions
Documented high-level state and impediments of technical work (usually Epic level)
Assistance in technical issues during a project and beyond
- Product Manager
Pricing model and product pricing (ERP products) including variants and available discounts
Strategic clarity on our offerings and products
- Legal & Compliance
Support with legal topics in contract negotiation / clarifications