Key Account Manager

Purpose of the role:

Highly motivated Senior Account Manager required to manage, maintain and grow existing relationships with FLS's top customer segments, ensuring customer satisfaction and profitable growth for FLS.  The Senior Account Manager is our primary point of contact for multiple customer accounts in a nominated geographic region, selling all Service Business Line offerings (parts, consumables, service, digital, upgrades & rebuilds and technical solutions) across multiple customer mine sites. 

This role focuses on developing strong relationships with key customer stakeholders, understanding their specific needs, developing & implementing sales strategies to increase market share.  Senior Account Manager are also key to ensuring FLS maintains its reputation for delivering exceptional service to our customers.   Based close to the customer, the Senior Account Manager will spend a significant portion of their time at Sites.  You will interface directly with the customer day to day and facilitate transactions through the FLS Order Desk and Procurement for issue resolution and closeout.  The Senior Account Manager is expected to will be expected to maintain over a 12 month period, a minimum sales order intake of DKK45M, and grow the segment year on year through additional product sales and support with stretch targets to DKK 75M (as amended from time to time).

Major Responsibilities:

• Relationship Management: Establish and maintain strong, long-term relationships with key decision-makers and stakeholders at the nominated account & sites (site based teams, including maintenance planning, procurement and forecasting teams).  Act as the primary point of contact for all Service Business Line sales-related activities at site and spend at least 5 days per month on major sites or where multiple sites are allocated, a minimum of 2-3 days on-site for each customer.  This includes all aspects of customer management (coordination & responsiveness of quotes & orders; communications with the customer; resolution of customer disputes, provision of technical information etc).  
• Customer Needs Assessment:  Develop intensive knowledge of the customer site operations, short and long term business goals and challenges.  Conduct regular site visits and meetings with key contacts at the site, to gather strategic insights and feedback.  Obtain knowledge of the next 1-3 years of customer mining operations and demands at a site-by-site basis and work with the Customer to plan the next 90 – 180-day outlook to benefit both parties by aligning lead times, logistics, pricing, and availability of FLS Services. 
• Proposal Development & Close Deals:  Prepare and deliver high-quality proposals, RFP responses, and presentations.  Ensure all materials are compelling, accurate, and reflective of the company's value proposition.  Drive the sales process from initial contact to finalizing order intake & close out of forward purchasing agreements (where applicable).   
• Sales Performance Monitoring: Track and report on sales performance, including pipeline development, revenue growth, and customer satisfaction.  Regularly update the CRM system with specific account plans that contain accurate and detailed information on prospects and activities & inform Region Lead and other relevant internal stakeholders.  Manage financials within the assigned account, including setting and delivering against budget to develop maximum potential profitable volume for the full range of the company’s products.  Participate in development and implementation of strategies, regional sales plans, budget and sales activities for the assigned Region to achieve short and long-term sales goals.
• Issue Resolution: Address any issues or concerns raised by the customer promptly and effectively. Coordinate with internal teams to ensure timely resolution and maintain high levels of customer satisfaction.
• Market Intelligence: Stay informed about industry trends, market conditions, and competitor activities relevant to the nominated accounts. Use this information to identify new business opportunities and provide strategic recommendations.
• Collaboration: Work closely with internal teams to ensure seamless delivery and implementation of solutions for the nominated account.  In particular, the Order Desk & Procurement Teams, Product Support Representatives, Consumables Solution Sales Specialists & other members of the Service Business Line organisation.
• Compliance and Documentation: Ensure that all sales activities are conducted in compliance with company policies and procedures. Maintain accurate and detailed records of customer interactions and sales activities in the CRM system, including win/loss statistics.

Knowledge, Skills & Experience

• Relevant bachelor’s degree (Sales, Marketing or Business Management) or the equivalent knowledge acquired in whatever way.
• Experience in managing a geographic sales region / organizational department preferably within the mining/mining services industry
• Exposure or knowledge of mining or mineral processing operations and equipment and where the FLSmidth products fit is highly regarded.
• A broad range of technical abilities and understanding of mining and construction industry capital, consumable and service products.
• Has a sales background with demonstrable customer-relationship building and selling/marketing skills and techniques with proven negotiation and influencing skills and a strong customer service skills – both external and internal.
• Excellent oral, written, and interpersonal communication skills to work with customers, internal stakeholders and other personnel on a daily basis.
• Highly developed prioritizing, multitasking and time management skills.
• Ability to work well in a team and autonomously.
• Proactive and adaptable with a positive attitude and a willingness to support other members of the APAC Region Service & Sales team & the broader matrix organization.
• Proficient in CRM software and Microsoft Office Suite

Safety:

• All employees are required to conduct themselves in accordance with our HSE Vision to achieve Zero Harm to; our people, the environment we work in, our customers and our suppliers.
• All employees much have a positive approach toward continuous safety improvements.
• The employee must comply with all aspects of the FLSmidth HSE Policy, and any reasonable instructions, procedures or systems of work which are given in the interest of providing safe workplaces and eliminating environmental harm.
• The employee must take reasonable care for their own health and safety, and ensure that their actions do not adversely affect the health and safety of any other person in the workplace.

Behaviours:

• Reliable, honest, and loyal with a professional attitude and appearance and a strong customer service attitude
• Provide input and contribute to the strategic priorities of FLSmidth and inspire a shared vision for its future direction.
• Communicates effectively and appropriately with a variety of stakeholders including external partners, teams, colleagues, and contacts.
• Interacts with colleagues, and internal and external clients in a professional manner.
• Works effectively within a team or other work group as appropriate.
• Works effectively with senior management colleagues and seeks opportunities for enhancing the effectiveness of teams.
• Considers and respects the ideas, circumstances, and feelings of others.
• Treats everyone with fairness and respect, adhering to the principles of diversity and inclusion.
• Takes ownership of own performance and development.
• Assists and supports the development of others.
• Identifies and champions new approaches for improving organisational results and achievement.
• Supports, promotes, and implements change, encouraging the adoption of new methods and overcomes barriers to acceptance.
• Provides direction on how to manage conflicting priorities and tensions.
• Buys into and makes recommendations for continual improvement within their area of responsibility
• Takes accountability for level of performance and success.

Note  - Travel is expected in this role.  Volumes will vary based on the requirements of the role.