Sr. Manager, Account Management

**Duties and Responsibilities**:

- Supervise and Coach the AM's (Account Managers) team
- Customer Retention and Development Program for our Customs Top 60 Customers, securing existent revenue.
- Deep understanding of Customer needs
- Management of Customer Retention and Crosselling opportunities- Oversee strategic growth of SAM Customs Customers through regular business reviews
- Support to define Customers expectations and establish KPI's according
- Institute accountability for team member performance
- On time execution of action plan
- Guide the SAM Team to manage over 5-10 accounts each, focusing on the Customer Success (Top 60)
- Coach & supervise the SAM Team to develop and drive business reviews monthly and quarterly, as agreed with each customer
- Support the SAM team to execute VOC's (Voice of Customer) implementation and schedule monthly & weekly meetings as agree with each customer
- Measure and analyze Customer revenue trends and proactively communicate any trend deviations
- Ensure incremental improvements are made on building stronger customer relationships
- Grow our revenue through Cross Selling (multiple products and geographies).

**Other Duties**:

- Develop & expand relationships with key stakeholders
- Coordinating resources:
- Internal problem solving
- Understand internal capabilities/challenges
- Align w/internal teams
- Communicate customer feedback
- Teamwork to revert back to the customer w/solutions and/or actions
- Account Growth:
- Upsell - add more NR of the same product
- Crossell - NR from complementary products
- Increase share of wallet - capture a greater share of available spend
- Improve margins - increase accounts profitability
- Avoid costs - spend less money
- Account Strategy & Planning
- Develop industry knowledge
- Implementing new business
- Promote UF
- Training & Education
- CAB attendance
- What we want to achieve, where we are and where we want to be
- Set objectives