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What a Key Account Manager is, only very few people know among the modern job titles. In simple terms, he takes care of customer care.
What is a Key Account Manager?
Generally speaking, a key account manager handles customer care. He is not responsible for all customers, but only for the key customers.
- Key customers: These are the most important customers of a company. In the B2B segment, they account for up to 80% of the annual turnover. The task of the key account manager is to achieve an increase in turnover by working in a customer-oriented way.
- Tasks: These are broad and include, among others, existing customer care, new customer acquisition, complaint management, customer contact management and customer relationship management. However, the areas of responsibility differ from company to company. International groups often distinguish between national and global key account managers.
- Customer-oriented work: The Key Account Manager is the personal contact person for key customers. He advises the customer and negotiates contracts. He also gathers information about the market, marketing, logistics and product development of the customer in order to represent the customer’s interests in his own company.
- Important role: The key account manager occupies an important interface in the company. He is responsible for retaining key customers, but he also carries out classic sales activities. However, he has a much higher profit and turnover responsibility than a classical salesperson. It is essential for a key account manager to find the balance between the requirements of his own company and the satisfaction of the customer.
