Role Purpose:
The Senior Key Account Manager is responsible for implementing and managing key account strategies to retain and expand client relationships. This role involves working closely with internal and external stakeholders to ensure high-quality service delivery, issue resolution, and customer engagement, particularly within the pharmaceutical or medical sector.
Key Responsibilities:
Client & Account Management
- Implement and execute Key Account Management strategies to strengthen client retention and engagement.
- Oversee high-quality customer service and issue resolution processes to maintain client satisfaction.
- Identify client needs and business requirements; prepare tailored proposals and quotations.
- Support the development of client programs and relationship-building policies to grow existing accounts.
Stakeholder Engagement
- Build strong, trusting relationships with internal stakeholders and external clients.
- Understand customer needs and provide proactive solutions aligned with business goals.
- Prepare and present materials for leadership and cross-functional committees.
Collaboration & Process Optimization
- Collaborate with industry-specific teams to coordinate and optimize customer-facing activities.
- Lead or contribute to process improvement and design initiatives within the account management function.
- Provide technical guidance and share expertise with colleagues and junior team members.
Mentorship & Leadership
- Serve as a mentor to junior staff, providing guidance, reviewing work, and supporting their development.
- May manage up to two direct reports or external consultants, with a focus on collaboration over delegation.
Qualifications:
- Education: Bachelor's or Master's Degree in Business, Life Sciences, or related field (or equivalent experience).
- Experience: 812 years of experience in Key Account Management, preferably in the pharmaceutical or healthcare industry.
- Proven expertise in managing complex client relationships and strategic account plans.
- Ability to work independently with minimal supervision while leading key initiatives.
- Strong analytical, communication, and stakeholder management skills.
Key Competencies:
- Strategic Thinking & Execution
- Client-Centric Mindset
- Negotiation & Influencing Skills
- Cross-Functional Collaboration
- Problem-Solving & Decision-Making
- Process Improvement Orientation
