Key Account Manager

Parksons Packaging Ltd.; Mumbai; On-site; INR 1,200,000 - 1,600,000; Full time

Job summary

Parksons Packaging Ltd. is seeking a Senior Account Manager to manage key pharma accounts and build strong relationships with customers in the Pharmaceutical & Healthcare space. You will act as the interface between customers and internal teams to understand needs and drive revenue, service excellence, and contract renewals.

You will collaborate with Sales, BD, Manufacturing, PDD & Quality teams to ensure world-class customer service, timely collections, and profitable growth across key accounts.

Responsibilities

• Generate incremental revenue from key accounts
• Maintain overall profit and loss for key accounts
• Coordinate with Sales, Manufacturing, PDD & Quality for service excellence
• Ensure timely collections and contract renewals
• Provide customer feedback to internal teams and drive improvements
• Lead, mentor and build a high-performing account team

Job description

The role is responsible for managing key accounts of the organization and developing good working relationships with key customers in the Pharmaceutical & Healthcare space to enhance client’s satisfaction and retention. The role is responsible for acting as an interface between customer’s user and Parksons internal teams. Understanding client’s existing and future business needs and generating incremental business revenue from key clients forms a crucial part of the role. Additionally the role is responsible for working closely with Sales, Business Development, Manufacturing, PDD & Quality teams to ensure providing world class customer service and solutions to the Key Accounts.

KEY PERFORMANCE AREAS:

• Organic (Incremental) growth from existing customers
• Sales Margin or profitability
• Sales costs within budget
• Increase in business from existing customers
• Timely Collections
• Customer Complaints resolution
• Renewal of contracts
• Customer satisfaction and retention

KEY ACTIVITIES & RESPONSIBILITIES:

Strategic

• Responsible for generating incremental revenue from key clients
• Responsible for overall profit and loss and growth achieved in the key accounts
• Act as a strategic business partner and the bridge between the client and the organization
• Understand and anticipate client’s existing and future needs and communicate the same to the team and organization
• Responsible for setting of and deliverance of key business metrics – Profit, services etc.
• Formulate and drive implementation of overall strategies for Key account business for the assigned set of Key Accounts
• Provide direction and focus to the team to achieve sales targets from key accounts
• Prepare sales forecasts and action plans based on sales potential of key accounts and allocate targets to the team accordingly
• Share the forecast with the Business Analytics team for their analysis and review
• Oversee the demand planning forecasts and report, support the Business Analytics team and Planning in resolving issues
• Responsible for budgeting and forecasting sales, product wise and business wise for Key Accounts
• Plan and Implement marketing strategies for key accounts based on overall sales targets and budget

Key Account Management

Business Related

• Work with the Sales Head to develop a strategy towards developing unique ways to grow business with the customers
• Responsible for generating incremental revenue from the existing key account/s
• Be an internal account champion, assuring clear and regular communication to team and organization
• Develop deep understanding of customer’s needs and their area of operations (existing and potential)
• Strive to provide value adding services to customers
• Explore opportunities to cater to customer’s requirements in new location, area of operation, new product launches etc.
• Try to build more awareness of the organization’s complete range of services
• Responsible for analysing customer feedback and providing necessary inputs to the seniors and support functions
• Conduct review meetings – monthly/ quarterly / half yearly and on annual basis
• Responsible for conducting customer reviews, customer opinion surveys and develop programs to enhance the customer opinion
• Responsible for rolling out new projects for the existing clients
• Collaborate with customer and costing department to finalise the cost of the product, in consultation with the Sales Business Head
• Provide necessary information to sales support and sales coordinator related to layout , pdf approval, IMO and costing MID creation
• Coordinate with PDD/ Pre – Press, SCM and Manufacturing team in case of new design and development
• Responsible for coordination with the plant operations teams to ensure timely delivery of material to the customer locations
• In case of any issues related to quality or rejections, coordinate with the quality team and ensure that the customer issue is resolved
• Ensure timely collection of payment from the customers, with minimal outstanding
• Coordinate with quality team in case of any grievances related to quality.
• Follow up for ‘C’ forms and payments.
• Proof reading the printed samples before the final printing process.
• Visit client location for trial runs and for understanding the ongoing process in carton handling
• Communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Assist with high severity requests or issue escalations as needed
• Ensure speedy processing & settlement of claims for shortage, overage and transit loss materials
• Follow up for dispatch clearances

New Product Development

• Conduct market visits to identify the existing customer’s needs and trends, tap their new business requirements and identify competitors activities and products
• Liaise with their packaging and brand management team with support of the technical services team to drive sales based on user needs
• Play an integral role in new business pitches and responsible for the effective on-boarding of new clients

Team Management

• Lead & develop the team to achieve sales objectives.
• Mentor, provide operational leadership and technical guidance to the team, thereby developing a strong and competent team
• Conduct effective performance appraisals for the team and identify training needs
• Ensure implementation of the sales training calendar, jointly with HR