Key Account Manager (KAM) - Francophone Countries (Africa) at MAL Consultancy

JOB SUMMARY

• The Key Account Manager (KAM) with experience in the Oil & Gas downstream sector is responsible for building and maintaining strong relationships with key clients and will be the main point of contact for the organization’s Francophone key clients.
• S/he will be expected to understand key client’s business vision and objectives, and will be required provide tailor made solutions to each client, while addressing their core business solutions’ needs and challenges through organization products and services.
• S/he will have experience developing strategic account plans for each key client while outlining the client's objectives, potential opportunities for growth, and strategies to address any risks or challenges. The KAM will also be responsible for cross and upselling to drive uptake and business sustainability of additional financial products and services. S/he will work collaboratively with other departments within the organization to deliver comprehensive solutions to each key client, while assessing and mitigating any risks that may be faced. The Key Account Manager  will work for the Francophone key client accounts and will be required to be fluent in both English and French.

DUTIES & RESPONSIBILITIES

Key Account Planning

• Develop a strategic accounts plan for each key client
• Assist in developing and maintaining the product roadmap. This will involve identifying key milestones, priortizing features, and aligning them with the overall product strategy.
• Outline client's objectives, potential opportunities for growth
• Build strategies within your plan to address any risks or challenges that may be encountered

Key Clients Account Management

• Stay informed about market trends, competitor activities, and regulatory changes that may impact key clients
• Anticipate and interpret client needs and propose value adding solutions that address the client’s needs and objectives
• Manage contract renewals to maximize client value and business revenues
• Liaise with relevant teams to ensure proposed client solutions are developed and monetized
• Identify, profile and follow up on all new business prospects for conversion
• Provide regular reporting on the performance of the key accounts weekly, monthly and as may be required
• Set up and drive agreed key account revenue targets
• Monitor set targets and other relevant business KPIs for each Key Account assigned

Client & Partner Relationship Management & Communication

• Clearly communicate product updates, priorities and decisions to various stakeholders across the organization. This will include executives, engineering teams, marketing teams, and customer support.
• Build and maintain strong relationships with key clients within the Francophone countries assigned
• Address any issues or concerns raised by key clients, working collaboratively with internal teams to find solutions and ensure client satisfaction
• Act as the main point of contact and work to understand the client's needs, goals, and challenges
• Promote business growth by ensuring that all complaints are investigated and resolved in a timely manner
• Maintain quality service by establishing and enforcing organization standards and values
• Liaise with the relevant internal departments to ensure client requests are handled and resolved while adhering to relevant service delivery standards and agreements
• Evaluate and continuously anticipate client needs and provide value added services while maintaining productive client relationships

Cross-Selling and Upselling

• Identify opportunities to cross-sell or upsell additional products or services to key clients
• Collaborate with other departments within the organization to deliver comprehensive solutions

Product Development Support

• Work closely with cross-functional teams such as Business, Project, and Engineering to assist in the development and launch of new products and/or features
• Gather requirements, documentation, conduct market research, and coordinate with various teams to ensure the product meets customer needs

Project Coordination

• Support in monitoring projects to ensure delivery per laid out specifications
• Be the main point of contact of the francophone customers
• Be the spokesperson of the customer internally, coordinating with the Project Management Office.

Training Support

• Coordinate and deliver training sessions and support business & operations teams to ensure clients are fully leveraging our software solutions.

Risk Management

• Assess and manage risks associated with key client relationships, ensuring compliance with regulatory requirements and internal policies

Financial Analysis

• Analyse the financial performance of key clients, including revenue, profitability, and credit risk and use your analysis to inform decision-making and strategic planning.

Negotiation and Contract Management

• Negotiate contracts and agreements with key clients, ensuring terms are favourable for both parties while also aligning with the organization's objectives.

Performance & Development

• Understand what your delivery targets are, how to go about achieving them
• Ensure high performance through consistent review of your approved work plans
• Meet set goals and targets consistently
• Maintain professional and technical knowledge of yourself by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking best practices and participating in professional societies aligned to the business and functional competencies for this role.
• Attend meetings, client events you are invited to and relevant events and trainings to keep abreast of the latest industry developments as well as gathering key client intelligence and providing feedback on trends and forecasts.

EDUCATION SKILLS & COMPETENCIES DESIRED

• An Undergraduate degree preferably in Business Development, Marketing, Commerce Economics, computer sciences, engineering, IT and or any other relevant field from a higher institution of learning
• A Post Graduate Diploma in Marketing/Client Care and or any Commercial focused field is an added advantage
• At least five (5) years of proven client relationship management track record in a senior role within a highly commercial financial technology environment with demonstrable experience in managing teams to achieve client satisfaction
• Experience within the Oil & Gas Sector with expertise in an Oil Marketing company is preferred
• Good experience coordinating and supporting project delivery through client feedback and support to internal teams
• Good knowledge and understanding of technology and financial technology products is preferred
• Strong understanding of the downstream energy industry, including its challenges and regulatory environment
• Strong interpersonal and communication skills
• A focus on organization, and enhanced multitasking abilities
• Experienced in B2B sales and key client relationship management
• Exceptional negotiation skills and the ability to close deals
• Multifaceted and strategic thinker
• Experience researching key client trends, targeting relationships and using proven methods to develop business strategy while retaining key partners
• Experience and ability to identify risks within key accounts based on solutions provided and challenges seen and anticipated and mitigate them effectively
• Excellent organizational skills, with emphasis on priorities and goal setting
• Strong proficiency in Microsoft Word, Excel, PowerPoint and statistical analysis software
• Superior presentation and communication skills, both written and verbal
• Technical skills required to understand and propose products or solutions by focusing on client requirements
• Ability to communicate information, whether technical or non-technical to staff members and clients, in a clear and concise manner
• Highly influential with the ability to bring together stakeholders.