Key Account Manager

1 day ago

Stockholm, Stockholm, Sweden XBP Europe Full time

At XBP Europe, we foster innovation and digital transformation. We believe in enhancing efficiency, cash flow, and user experience through seamless workflows and frictionless transactions.

With a presence throughout Europe, we serve a growing list of clients across various industries. Our digital transformation solutions are tailored to meet the unique needs of each organisation, making us a preferred partner for digital transformation.

As a valued member of our team, you'll play a pivotal role in driving customer satisfaction and loyalty. You'll be responsible for managing CRM and Service Management Teams, ensuring timely issue resolution, and maintaining high levels of customer engagement.

Responsibilities

  • Manage CRM and Service Management Teams in delivering the client relationship on all issues, MI & SLA reporting, invoicing, resolution of issues and incidents new services etc.
  • Ensure account planning and strategic approach is taken appropriate to the client in collaboration with Sales and Solutions as required
  • Deliver contractual governance to clients at the right level
  • Identify and update Client organisation (charts, decision levels and process)
  • Understand services/solutions provided to the customer
  • Know contracts (incl. MSA) (documents library maintenance and update), validate if requested (incl. SLA commitment and billing item)
  • Rene contracts renewals when they expire
  • Work with Finance / PLM and Deal Bid Review to analyze profitability of new ACV, existing contracts and renewals in line with business direction
  • Escalate to management when there's decrease of revenue/profitability or low/negative profitability
  • Support escalations from finance to follow-up payments and collect debt aged invoices
  • Maintain high levels of customer satisfaction - Communicate any client risks to the wider group. Ensure service performance challenges are proactively progressed and escalated within the organization.
  • Promote positive XBP new brand initiatives
  • Promote positive customer perception
  • Provide statistics and reports to client
  • Prepare and attend client steering committees
  • Prepare and participate to external audits (client's audits)
  • Be the main client contact when necessary (except production level issues, monitored by delivery manager or team leaders): information, tech or delivery issues, SLA breach & penalties, claims
  • Promote services and solutions to customers
  • Sell add-ons and/or new services
  • Escalate sales opportunities to Sales team (if exceeding CRM scope)
  • Analyse and validate customer needs, business watch/intelligence
  • Responsible of a customer portfolio and the related revenue: grow this revenue accordingly to personal objectives (Quota)

What We Offer

  • Permanent Contract
  • Paid Holidays
  • Annual bonus plan
  • Medical Benefits
  • Social package and employee benefits at the corporate level
  • Referral Bonus

Disclaimer

XBP Europe prioritizes individual privacy and safeguards personal data. Our recruitment policy focuses on selecting qualified candidates based on merit and skills aligned with position requirements. Candidate information is handled in compliance with GDPR policies and relevant data protection laws. Read our GDPR policy here.

XBP Europe is committed to creating a diverse environment. Qualified applicants will be considered for employment without regard to their characteristics or preferences. We provide equality, fairness, and respect for all in our employment, whether temporary, part-time, or full-time. We oppose and avoid all forms of unlawful discrimination including those known as protected characteristics.

XBP Europe recruiters or representatives will only contact you by emails ending with xbpeurope.com or exelatech.com. We would never ask you for payment or ask you to deposit a check into your personal bank account during the recruitment process.

Job Type: Full-time

Language:

  • Swedish (Required)
  • English (Required)

Working Location: In-person

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