דרושים Key Account Manager (Mining - After Sales) במרכז

About SMT Africa

SMT Africa (www.smt.network) - official distributor for Volvo Group (Volvo Construction, Equipment, Volvo Trucks, Volvo Bus and Volvo Penta) and other brands like Hitachi - offers a wide range of products in 17 countries in North, Central and West Africa and has more than 1200 skilled employees.

By developing our own sales and after-sales service network with recognized entrepreneurial spirit and operational agility, we aim for excellence. By engaging in partnerships with our customers, we create value by providing cutting-edge services and products. Our ambition in terms of territory coverage and product portfolio is a strong commitment to supporting our customers' growth.

In order to strengthen our Sales department with additional product knowledge, we are currently looking for a "Key Account Manager" for our subsidiary in Dakar, Senegal.

Responsibilities

The Key Accounts Manager - After Sales is responsible for managing and maintaining strong relationships with key Original Equipment Manufacturer (OEM) clients in the mining industry. This role primarily focuses on post-sales activities, ensuring customer satisfaction, resolving issues, and identifying opportunities to enhance product/service offerings. The goal is to maximize customer retention, drive revenue growth, and contribute to the overall success of the organization.

Account Management

• Develop and maintain relationships with key OEM clients, understanding their needs and expectations regarding after-sales support ;
• Serve as the primary point of contact for key accounts, ensuring timely responses to inquiries, concerns, and requests for assistance ;

After-Sales Support

• Coordinate and oversee after-sales services, including maintenance, repairs, spare parts provisioning, and technical support, to meet client needs and expectations ;
• Collaborate with internal teams to ensure efficient and effective resolution of customer issues, aiming to achieve high levels of customer satisfaction ;

Customer Relationship Management

• Regularly engage with customers to gather feedback on products/services, identifying areas for improvement and driving enhancements ;
• Anticipate and address potential challenges or conflicts, aiming to maintain a positive and cooperative relationship with key accounts ;

Business Development

• Identify upsell and cross-sell opportunities within key accounts, working closely with sales and product teams to propose solutions that align with customer needs ;
• Collaborate with the sales team to develop account-specific strategies and action plans to grow business within key OEM accounts ;

Contract & SLA Compliance

• Monitor contract compliance and Service Level Agreements (SLAs) to ensure adherence to agreed-upon terms and conditions ;
• Negotiate contract renewals, amendments, and extensions, aiming to mutually beneficial agreements for both the organization and the OEM client ;

Reporting & Analysis

• Provide regular reports on after-sales performance, including customer satisfaction, issue resolution rates, and revenue generated from after-sales services ;
• Analyse data to identify trends and opportunities for improvement, supporting data-driven decision-making processes ;

Profile

• Proven experience in a key account management role, preferably within the mining industry or related sectors ;
• Strong understanding of mining equipment and aftermarket services ;
• Fluency in English, French is a strong plus.
• Excellent communication, negotiation, and interpersonal skills ;
• Ability to analyse data and generate actionable insights for business growth ;
• Proficiency in CRM software and MS Office Suite ;
• Proactive, result-oriented, and able to work effectively in a team environment ;
• Willingness to travel as needed to meet clients and attend industry events.

Offer

In addition to a motivating salary package that matches your ambitions and takes your results into account, SMT Africa offers you a real opportunity to enhance your experience and develop your skills. A position with an international scope that combines autonomy and initiative. A working environment with a human dimension and a dynamic, determined and ambitious corporate culture, where team spirit, customer satisfaction, flexibility and quality of service are the key values.