Global Key Account Manager

Company Description

We are SGS – the world’s leading testing, inspection and certification company. We are recognized as the global benchmark for sustainability, quality and integrity. Our 97,000 employees operate a network of 2,650 offices and laboratories, working together to enable a better, safer and more interconnected world.

Job Description

SUMMARY

Drives and generates opportunities for revenue growth within assigned Global account and consistent with preset SGS global key account initiatives and strategies. May have direct reports.

SCOPE (FOR MANAGER LEVEL JOBS AND ABOVE)

• Business Structure Managed: Global
• Revenue: $500,000+
• Size of Employee Base: varies
• Geographic coverage: Global
• Regulatory Environment: dynamic
• Customer Base: complex multi-industry across all geographies
• Budgetary Responsibility: none

JOB FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• In conjunction with the business strategy, develop global account strategy and translate into pragmatic action plans and coordinate
• Provide the initial point of contact to the client, facilitate effective coordination of job orders, enquiries and technical exchanges between SGS affiliates, offices and personnel involved in the execution of the contract
• Maximize existing revenue potential by networking with decision-makers within the account.
• Attend regular meetings at the client for marketing purposes, business development, technical governance, performance reviews, resolution of areas of conflict, delivery of invoices and reports
• Monitor all communications, including Direct Reports, with the account, updates, reports and invoicing to ensure compliance with account requirements (timeliness, correctness, responsiveness)
• Take full responsibility for global agreements and contracts in place
• Plan and coordinate account activities to ensure that goals and objectives are achieved within prescribed time frames
• Ensure that technical and commercial procedures are communicated correctly within execution affiliates
• Establish and monitor performance against key performance indicators, service level agreements requirements, if applicable, and financial targets
• Monitor customer satisfaction and react as necessary
• Continuously monitor revenue trends to determine areas of weakness and take appropriate actions
• Within the scope of the account, review and modify policies and procedures as appropriate
• Ensure prompt resolution of service delivery issues or matters of customer concern to maintain an effective relationship
• Take full responsibility for claim management
• Work closely with other international teams to foster a cooperative internal environment and to share and promote best practices within the Group
• Investigate new opportunities with the account for the Business Line or other SGS Business Lines
• Provide continuous education, information, technical assistance and back-up to SGS offices involved in account activities
• Be abreast of all client activities, external market developments, relevant legislation, competitor activity (in general and especially in relation to the account), to ensure SGS remains the service provider of choice
• Regularly chase up outstanding invoices and monitor DSO
• Regularly report to Management or any other relevant team on global account status and issues
• Maintain knowledge of the SGS Group network and services
• Actively promote the image, capability and integrity of SGS to the account
• At all times, adopt a safe behavior by exercising due regard for the health and safety of SGS employees and clients, in line with SGS policies and procedures
• At all times, comply with SGS Code of Integrity and Professional Conduct
• Adheres to internal standards, policies and procedures.
• Performs other duties as assigned.

Qualifications

EDUCATION AND EXPERIENCE

Required:

• Bachelor’s degree or equivalent educational background in Analytical Sciences, Engineering and Business relevant education, AND

• Minimum of 5 year experience in account management, customer services or other relevant experience for the position with successful track record, AND

• Minimum of 3 year experience in the TIC industry for the relevant business unit (CPCH, EE, HL, or SL), AND

• Experience in international / multi-cultural environments

KNOWLEDGE / SKILLS / ABILITIES

• Language Skills: English, Advanced required, Other language skills are a plus
• Mathematical Skil