Client Account Manager

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Job Details

Managing a portfolio of existing O2C (order to cash) or 3PL clients, overseeing and reporting on agreed service levels, implementing improvements, ensuring compliance with contractual agreements, and identifying and securing further commercial opportunities.

Aligning commercial objectives with the Head of Client Relations and the key account managers of Alloga.

Developing and realising commercial sales and marketing activities with existing Alloga clients, in order to achieve the desired revenue and return and to realise further growth.

Responsibilities:

Strategic

Understanding future client requirements (e.g. stock levels, forecasting (revenue + volume), strategic) and how their plans align with Alloga's strategy. Support periodic service levels and ensure the 1, 2 & 3-year forecast for each client

Creating weekly & monthly stock and forecast reports and following up on these insights together with the client and Alloga, taking into account contractual (commitment) agreements. Managing client stock and forecast if these fall outside agreed parameters

Creating and managing an Alloga change control whenever there are contractual changes that are either advantageous or disadvantageous to Alloga

Key tasks

Developing and maintaining a positive relationship with the client whilst simultaneously pursuing / taking into account Alloga's strategy

Presenting Alloga and its services in a professional manner through direct communication (face-to-face meetings, telephone calls, virtual meetings, email and any other possible means of communication)

Ensuring that all contact with clients is aligned with their needs

Preparing and presenting KPI data in forecast reports and providing advice on a monthly and quarterly basis

Ensuring that KPI results match the agreed objectives and/or that plans are in place to achieve the set objectives

To continuously strive for improvement of our services, both internally and externally

Managing changes in inbound and outbound volumes with clients and internal departments by sharing information to manage client expectations and Alloga's service delivery

Ensuring that a schedule exists for an MBR (monthly business review) & QBR (quarterly business review) structure, with a planned agenda, of which the outcomes are demonstrated / shared with the client and internal organisation and actions are taken up with the relevant stakeholders

Ensuring that the client gains a clear picture of Alloga's service offering, by providing effective communication to the client (relevant department), when a client's perception of our services does not meet expectations

When a client's service is affected by Alloga's actions (making a positive contribution to the solution), demonstrated by taking ownership (involving quality colleagues in relevant client discussions where necessary) and minimising possible loss risk for Alloga

Ensuring that client queries are responded to in a timely manner and to proactively communicate issues to clients

Exploring and potentially implementing new business (including value added services) for the benefit of the client and to support the broadening of Alloga's services. Flagging internally when a service is required that is not yet available at Alloga

Regulatory

Maintaining knowledge relevant to this sector, both from a regulatory perspective (GDP/GMP) and from a commercial perspective.

Being aware of the Alloga BCP (business continuity plan) and executing recovery plans and communications as part of this when necessary

Commercial

Identifying commercial opportunities with clients and proactively discussing these with the Head of Client Relations and/or Head of Sales of Alloga

Escalating appropriately when there is a substantial risk to the account - whether loss of business or substantially negative profitability of Alloga's service delivery

Reviewing the commercial outlook of clients at least once per year and ensuring that plans are updated accordingly. Ensuring that inflation-related service cost increases are implemented as defined in the agreement. Conducting discussions and escalating all negotiations that are likely to extend beyond the initial term or become commercially challenging

Ensuring that all activities/services are invoiced and that all costs can be correctly recharged. Implementing/recording a new rate for newly agreed services where necessary

When a client's contract is nearing expiry, (co-)conducting renewal discussions and/or supporting and co-ensuring that the legal framework for any changes has been approved prior to signing a renewal

Delivering, registering and implementing additional revenue for the company derived from inflation increases, rate revisions or new business for clients

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Competencies

Flexible approach to work and able to plan and prioritise effectively

Confident, enthusiastic and excellent in terms of independence and decision-making

Results orientation -> The ability to get things done by approaching others in a considered and proactive manner, building, maintaining and leveraging (functional) relationships

Overview -> Overseeing situations and processes over time, recognising problems and proactively discussing these with the direct manager and subsequently addressing the situations and/or problem systematically with regard for the consequences

Communication -> Communicating effectively, taking into account the level of the parties and stakeholders involved

Commitment and engagement -> Being able to take concrete action, proactively demonstrating commitment and goodwill to achieve set goals, seeking (better) alternatives

What Cencora offers

Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Affiliated Companies

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned