Head of Key Account, APM

Our client is an international European MNC that has a strong global presence and a market leader in engineering innovation and digitalization. 

Responsibilities:

Customer relationship and account management:

• Act as the primary interface between and STEA (Strategic Enterprise Accounts) within the Area.
• Manage and develop relationships at both Area and FL levels, ensuring close collaboration with the Global Account Head, local Key Account Managers and BL sales development directors.
• Develop strong C-suite relationship which may be fostered across Area and Global level executive leadership team and EXB-1.
• Execute and oversee Area-specific account plans, ensuring they are aligned with Global strategies and tailored to meet regional customer needs.
• Lead efforts to strengthen position as a Trusted Partner of Choice through all phases of the customer lifecycle, including new installations, service, and modernization.
• Oversee agreement deployment across the Area, maximizing opportunities and ensuring compliance with customer requirements.
• Generate a clear understanding of the customer’s web of influence.
• Proactively manage escalations and address customer issues, promoting strong collaboration and service excellence.
• Monitor and ensure that appropriate governance structures are in place for effective account management.
• Host regular webinars to build the brand within the Area.
• Represent at industry events, conferences, and customer meetings to strengthen relationships, promote offerings, and expand networks.
• Actively participate in and support customer-focused events and marketing initiatives to raise brand awareness and generate new leads.

Sales and growth management:

• Drive sales growth by actively managing the opportunity pipeline and sales funnel, ensuring that the account portfolio is well-positioned for both short- and long-term success.
• Lead tenders and negotiations at the Area level, working closely with Global and local teams to ensure successful outcomes.
• Establish oversight processes to track and monitor key opportunities and projects.
• Collaborate with internal teams to develop and execute strategies that drive customer value and account profitability.
• Identify innovation pilot sites in collaboration with the Global Innovation and Global Business Development teams, and lead to full development stage and potential scale.
• Maintain a strong understanding of competitive dynamics and industry trends to position effectively in the marketplace.

Performance and financial oversight:

• Track, analyze, and report on Area-level KPIs, focusing on OR/sales growth, profitability, customer satisfaction, and overall account health.
• Manage budgeting, forecasting, and financial performance across all business lines, ensuring profitability and compliance with targets.
• Ensure effective management of billing, debt collection, contract administration, and Area-level spend reporting (including rebates when not coordinated by Global).

Operational and asset management:

• Implement and oversee Asset Management Plans, ensuring they meet customer needs and maximize the value of customer assets.
• Support ad hoc contractual requirements, such as condition reports, additional testing, and inspections.
• Ensure smooth operational execution, including customer-specific contractual tasks and compliance with agreed-upon deliverables.
• Collaborate with internal and external stakeholders to ensure the efficient deployment and maintenance of customer assets, identifying opportunities for operational improvements and cost optimization.

Leadership and collaboration:

• Lead and coach FL Key Account Managers, in a matrix, ensuring alignment with Area strategies and fostering cross-functional collaboration.
• Facilitate information sharing and coordination between Global, Area, and FL teams to ensure transparency and strategic alignment.
• Drive brand visibility within the STEA at the Area level, focusing on strategic initiatives such as digital, sustainability, and innovation.

Requirements:

• 10 years direct experience in global account in the area/ region
• Experience working in building industry or building maintenance
• Excellent leadership & customer relationship management