Key Account Manager

at  Ricardo

KEY COMPETENCIES AND EXPERIENCE:

You should be able to demonstrate the below criteria:

• Broad experience of Key Account Management sales and retention best practice
• Demonstrable experience of quickly establishing relationships within accounts and leveraging relationships to achieve personal and business objectives.
• A track record of strong performance against individual account management development and retention targets
• A professional, organised and disciplined individual who has a proven track record of effectively and efficiently managing a large customer base.
• An awareness of how to make effective decisions in a complex delivery environment, balancing the business development objectives with the client’s requirements.

SKILLS AND BEHAVIOURS:

• An organised, commercially aware, target focused Key Account Manager professional who appreciates excellent customer service and client relationships
• A team player able to work with a wide range of stakeholders both inside and outside of the organisation, being confident working with clients to ensure they are getting value from our services, and seeking further support opportunities
• Committed to continuous improvement of the business, the service delivery, and the clients risk management.
• Enthusiastic about sharing knowledge and expertise on ADB and their consulting opportunities across the sales and technical teams to encourage improvement in the function of our customer service
• Comfortable working in a dynamic operational environment, occasionally involving elements of quick decision-making
• Willing to embrace Ricardo’s values (https://www.ricardo.com/en/who-we-are/our-culture) and aim to lead others towards high standards of behaviour and performance.

KEY RESPONSIBILITIES:

• Relationship Development – the Key Account Manager (KAM) will develop and expand the relationships we hold with ADB across all six practices in CE&ES. The purpose is to work with all business areas that have a mandate to grow revenue from ADB and be the key point of liaison with existing and future customers within ADB.
• Visibility - the role will involve raising Ricardo brand awareness and visibility, focusing in particular on practice areas where we have limited visibility at present, expanding our market share and building a network of key contacts through which we can secure contracts. It will require regular visits to the ADB headquarters and other offices to have in-person meetings with ADB staff.
• Account management – the KAM will ensure client satisfaction and efficiency of delivery, communications and service management. There will be an emphasis on external communications in order to raise the profile, and leverage cross sell/up-sell opportunities
• Engagement – the KAM will identify key market insights, including market trends, regulatory challenges and competitor activity. They will input into the business development strategy internally which ensures we are demonstrating our value and differentiation versus our competitors, whilst identifying new product development opportunities. They will engage with teams within Ricardo to secure support for business growth with ADB. They will also promote Ricardo participation at key ADB events, including annual conferences, business opportunities fairs and expert meetings.
• Wider partnerships – the KAM will build on their expertise with ADB to support other company initiatives, for example with other clients in Asia, and with other International Financial Institutions (e.g. World Bank) and donor organisations (e.g. GIZ and FCDO in Manila)
• Managing risk - they will act on any issues affecting prompt payment, satisfaction, long-term retention, etc. recognising, and where possible, preventing any risks arising from non-standard delivery, working with the respective teams.
• Guidance – the KAM will liaise with internal teams whose roles relate to service delivery, e.g.: consultants, customer services, product delivery team and sales teams to advise and provide guidance on elements of account management, enabling others to deliver a high-quality service.