Account Manager
Job Description
Job Title
Account Manager
Department
Records Management
Reports to
Division Manager
Job Code
930
Career Level
IC4
Date
07/25/2023
Position Statement
A dynamic role with the objective of supporting and growing exceptional customer experiences, creating value for both the customer and Crown. In close partnership with Customer Service, Operations, Sales and Management – the Account Manager will be responsible for proactively engaging with the customer.
Key Focus Areas
Strategic Account Management Project Management Billing and Collections Support Others
Key Tasks and Responsibilities
Strategic Account Management
Identifies the needs of the customer and develops strategies to proactively address them. Maintain regular touch point with customers through regular business reviews, Takes initiative in identifying and resolving issues and concerns through proactive engagement. Develops opportunities to grow the account through contract renewals, upselling and cross-selling initiatives. Work with internal stakeholders including customer service, sales, marketing and finance to proactively engage and deliver an exceptional customer experience. Able to builds relationships with decision makers, influencers and gate keepers
Project Management
Plan, facilitate and monitor implementation of customer projects to ensure commitments are delivered on. Work closely with Operations, Customer Service and Sales to proactively address concerns and manage expectations of the customer Maintain an organized approach to project management
Billing and Collections Support
Ensure the customer’s billing concerns are promptly addressed by supporting the Customer Service and Accounts Receivable teams. Support the organization’s goals to ensure all customer debt is collected in a timely manner Impose Crown’s policies for customers who fail to adhere to payment terms and meet other contractual obligations
Others
Demonstrates and promotes the company vision and values Energises and influences others to get the job done Strong commercial acumen Highly organized, extensive experience with customer relationship management systems (i.e. Dynamics, Salesforce, similar). Commitment to One Crown and working across all departments to achieve company goals
Aptitude, Knowledge and Qualifications
Aptitude
Global Mindset Ability to work across a matrix organisation Takes initiative Problem Solver Positivity
Professional Knowledge and Skills
Cultural Awareness Assignment Management knowledge Project Management Skills Negotiation Skills Willingness to travel
Qualifications
Degree educated 3+ years Account Management experience
Competencies
Job Specific
StrategicThinking/Management
Creates and communicates a long-term vision, balances short and long-term goals, aligns own work and team's work with overall goals, understands the market and can predict change, understands the industry and competitors, develops and adapts strategic plans.
Effectiveness within Organization
Operates well within the organization’s formal and informal structures, builds alliances and relationships across departments, uses alliances to build consensus and achieve results, is diplomatic when required, understands other people's roles and perspectives, can sell projects and ideas across the organisation.
Intercultural Awareness
Communicates well with team members / clients from other cultures. Is able to identify differences in values, interpretation and judgment that may be culturally based and makes appropriate adjustments in speech and behaviours to facilitate mutual understanding.
Leadership
Leads through change and adversity, makes difficult decisions when required, builds consensus when appropriate, motivates and encourages others.
Commercial Orientation
The understanding and application of commercial management. Identifying market opportunity and the effective implementation of strategies for improved financial performance for the short and long term
Values
The Crown Worldwide Group is guided by five key “values”. These “values” are our underlying beliefs, they are a description of the way we see the world and what is most important to us.
They are the basic principles that will guide and shape the way we think and act. This includes the way we provide services to our clients, the way we treat each other within the organization and the way we interact with the wider community.
We value … DETERMINED
We value being determined, to the best we can for our customers, our colleagues and ourselves. Our hunger to find ways of improving all that we do, inside and out, is what gives us our edge in the marketplace.
We value … CARING
We value caring about people. We care about their experience, their feelings and their environment, whether personal, local or in the wider world.
We value … THERE
We value being there for our customers and colleagues when and where they need us. We are attentive, with genuine interest and guidance.
We value … SHARING
We encourage the sharing of knowledge. What is a network without knowledge? The physical infrastructure and the technology are mere carriers. The experience and the insight that is shared between people, offices and Countries, that is the network. Sharing knowledge and experience is the platform for wisdom.
We value … OPEN-MINDED
We value being open-minded, to lead the way we need to think differently. To overcome challenges we embrace them with open and inventive minds. Whether its using innovative techniques or adapting the way we work we’re constantly thinking of new ways to achieve more for all.
Harrisons Assessment Template
Account Manager/Customer Services
Harrison Assessments are to be administered during the interview process. Other Harrison Assessment Templates may apply, please check with your Local or Regional HR representative.