Responsibilities
- Maintain and develop relationships with assigned clients
- Identify client needs and coordinate suitable solutions with internal teams
- Prepare offers and support contract negotiations
- Ensure that agreed products and services are delivered on time and to specification
- Record client interactions, requirements, and opportunities in the CRM system
- Handle client feedback and complaints and coordinate corrective actions
- Monitor client satisfaction and report on account performance
- Identify opportunities for upselling and cross-selling
Authorities
| Decision / Action | Scope or limit | Escalate to |
|---|---|---|
| Grant client discounts | Up to 5% of the offer value | Sales Manager |
| Approve client-specific delivery dates | Within standard capacity | Operations Manager |
| Approve goodwill gestures for complaints | Up to 1,000 EUR | Sales Manager |
| Sign standard offers | Up to 25,000 EUR | Sales Manager |
Competencies
| Competency | Required level | Evidence (training, certificate, experience) |
|---|---|---|
| Client relationship management | Advanced | Experience in account management; CRM training |
| Negotiation and sales skills | Advanced | Sales training; documented deal history |
| Product and service knowledge | Advanced | Internal product training |
| Communication and presentation | Advanced | Client references; communication training |
