Senior Customer Relationship Manager

This role involves managing and developing important customer relationships. As a key account manager, you will work with senior colleagues and/or manage an account team to deliver day-to-day support to customers, including mid-tier companies and multinational corporates.

The role requires you to develop and implement relationship management plans for complex existing customer accounts, identifying and building relationships with relevant decision makers and influencers within the customer organization. You will also need to manage ongoing relationships with identified customer segments to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on customer input.

You will set clear objectives for each sales call or meeting, tailor standard materials to make presentations to decision makers and influencers, and ask relevant questions to gather information, evaluate the customer's level of interest, and identify areas requiring further information or explanation.

Additionally, you will use personal expertise to identify complex standard products and/or services offered by the organization that meet the customer's needs, present these to the customer with a clear rationale and at standard commercial terms, and refer to senior colleagues where necessary to ask for concessions that gain the customer's agreement.

The role also involves collaborating internally and working as the customer champion in cross-functional teams to build strong external customer relationships. You will develop and implement a relationship management plan for potential customer accounts to identify and build relationships with relevant decision makers and influencers within the customer organization and enable effective two-way flow of information and resolution of issues.

As a key account manager, you will be responsible for entering customer information gathered through research and/or direct customer contact into the customer relationship management system, ensuring the organization has quality data to enable effective customer retention and business development activities.

Other responsibilities include developing a personal network within the sales territory, representing the organization at trade shows and other events to identify sales opportunities, promote the organization, and enhance its reputation.

You will also maintain and renew a deep knowledge and understanding of the organization's policies and procedures, as well as relevant regulatory codes and codes of conduct, ensuring your work adheres to required standards. Additionally, you will identify patterns of non-compliance with the organization's policies and procedures and take appropriate action to report and resolve these issues.

You will participate in assessment and development planning activities, formal and informal training, and coaching to develop your own capabilities. You will also maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Key Responsibilities

1. Develop and implement relationship management plans for complex existing customer accounts
2. Manage ongoing relationships with identified customer segments
3. Set clear objectives for each sales call or meeting
4. Use personal expertise to identify complex standard products and/or services offered by the organization
5. Collaborate internally and work as the customer champion in cross-functional teams
6. Enter customer information into the customer relationship management system
7. Develop a personal network within the sales territory
8. Maintain and renew a deep knowledge and understanding of the organization's policies and procedures

Benefits

This role offers excellent opportunities for professional growth and development, with access to ongoing training and coaching. You will also have the opportunity to work with a dynamic team and contribute to the success of the organization.

About Us

We are a leading provider of industrial automation, test and measurement, information systems, and industrial services in several industries. Our mission is to shape a better future for our planet through supporting the energy transition, (bio)technology, artificial intelligence, industrial cybersecurity, etc.

We are committed to the United Nations sustainable development goals by utilizing our ability to measure and connect. We offer a diverse, equitable, and inclusive culture, where respect, value creation, collaboration, integrity, and gratitude are highly valued and exhibited in everything we do.