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Key Account Manager (002144) in Singapore at Inmarsat

Date Posted: 9/13/2018

Job Snapshot

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Job Description

Primary role purpose:

The Key Account Manager is in charge of the management of INMARSAT commitments across the duration of the contract.

Focus of the position is to manage the overall relationship with existing Customers, ensuring Customer satisfaction while generating new business and increasing profitability of current business.

The Key Account Manager acts as the key interface between the Customer and all relevant Inmarsat divisions.

Key Account Manager will define and manage the Account Plan for the Customers within its portfolio (up to 5 Customers)

Job Requirements

Key Responsibilities:

Contract Management

  • Ensure all stakeholders in the Aviation Business Unit understand the contractual obligations
  • Ensure the timely and successful contract delivery according to Inmarsat commitments
  • Define, document and agree, on a regular basis, a Customer-specific delivery schedule with Customers and all Inmarsat’ departments
  • Obtain Customer acceptance of deliverables
  • Manage the Customer in the delivery of its own contractual obligations
  • Manage budget and P&L during the contract life
  • Directly or indirectly manage third party services and equipment suppliers
  • Validate purchase orders to third party suppliers and corresponding invoices for services and equipment relative to a customer
  • Create and maintain the Account Risk and Action registers

Customer Satisfaction

  • Manage the Customer’s day-to-day relationship, in coordination/collaboration with all relevant stakeholders (Service delivery, Sales, Customer Support, Finance, etc.)
  • Create and maintain a 360° view on the status and history of a Customer
  • Ensure Customer satisfaction throughout the duration of the contract whilst managing value for Inmarsat
  • Participate to the overall service and problem management process:
  • Prevent and manage crisis via timely and structured communication and escalation (on Inmarsat side as well as on Customer’s side)
  • Facilitate resolution of Customer’s issues
  • Create and maintain close relationship with every department in Inmarsat to generate global commitment toward the delivery of Inmarsat’ promises
  • Define, document and maintain an up-to-date view of the organization of the Customer including contact details for daily business as well as for escalation purposes.

Business growth

  • Work with relevant stakeholders on the definition of the Account plan
  • Identify key influencers and decision-makers within the Customer organization and develop action plans to deepen the relationship with the audience, drawing on senior level support when required
  • Coordinate upsell opportunities together with all Aviation Business Unit departments
  • Share accountability for the revenue and profitability of the Customer
  • Proactive involvement with the internal relevant stakeholders to identify new and/or alternate means to increase passenger usage and/or develop partnership opportunities with third parties
  • Take accountability for change requests and contract amendments for existing customers
  • Up to 5 customers in the portfolio
  • Potential to manage 2 or 3 individuals

Essential Knowledge and Skills:

  • Master degree level education or equivalent (Engineering, Business Management)
  • Account Management
  • English proficiency.
  • Communication and negotiation skills in an international environment with aptitude in building relationships with professionals of all organizational levels
  • Capable to understand customer needs and translate them into practical solutions
  • Listening and questioning skills
  • Ability to work within a multi-cultural team based across the world
  • Disciplined in time management and ability to work under pressure without supervision taking measured risks in order to maximise contribution to INMARSAT business

Desirable Knowledge and Skills:

  • Any language other than english other language a plus
  • Project Management training (eg: PMP)
  • Advanced business education (eg: MBA)
  • Inflight Entertainment and / or Connectivity