Customer Account Manager

Job purpose:

• Key point of contact for customer in South Africa market for any Service or related topic from all parts of the world
• Take ownership, managing and leading all customer communication involving the appropriate Nordex Department (Claims, Reports, etc...)
• Executes and maintains strategic relationships with customers to promote organization awareness and to ensure profitable business.
• As a Customer Account Manager will be dedicated to the customer’s specific project issues, parts supply or any other matter with regard to Service or Operational facilities with technology to be supplied or already supplied by Nordex throughout the sales process and especially in the operational phases
• Be aware of contractual conditions, ensure fulfilling of contractual obligation and manage customer complaints and questions and support with difficult commercial customer requests and issues.
• Execute customer extraordinary communication.
• Ensure that all customer sites operate according to NAW instruction and company procedures.

Key Accountabilities:           

Service and operations and after Sales

• The main scope of the role is to be responsible for customer management and be the key point of contact
• Have strategic and tactical ownership of the customers in the sales and after sales phase, maintaining awareness of ongoing activities through the remaining part of the value chain for the customer and include Service customers
• Own customer requests and claims and lead the response process in a diligent way to ensure proper and on time responses according to contractual obligations and to best practices
• Be an initial point of contact to and serve as point of escalation for Nordex customers
• Understand the customers’ business strategy and challenges
• Map, build and strengthen relationships to key stakeholders in customers organisation
• Develop and execute account targets and actions
• Identify and mature partnership opportunities by driving early engagement activities with the objective of securing long term pipeline (Project, Market, Collaboration approach)
• Identify and implement new ways of adapting to customer business models/needs while minimising MVOW risk an maximising our profits
• Engage in negotiations with the contracting team when required and continue to develop and improve the contractual frameworks/basis with customer
• Align with the Global Service Sales, After Sales and Customer Account function and also with KAM function in order to inform and prepare any needed communication or report and drive preparatory work
• Develop knowledge of all Service contracts and provide guidance and support to Head of Service and Local Operations Managers in regard to customer related topics and communication
• Engage in the drafting and revision of  a variety of SAA contracts, Sub contracts for current and new Service Projects, South Africa and Div International when required and as assigned;
• Track contractual performance, especially to analyse the successful performance of all OMASA contractual obligations
• Regularly meet with Customers to discuss contractual performance and project matters
• Regularly visit the site team to support O&M team on the contract interpretation and/or doubts;
• Coordinate interface within service department for the flawless execution of handover between project phases – construction and service
• Perform other related duties within service and operations as assigned

Service after sales

• O&M scope tender management for new projects lead by Sales Department. Including any support and/or questions requested by Sales team.
• Support the Gate LoA risk analysis registration in C4C process
• Support new projects Gate ppt presentation prior to the official presentation
• Create service renewal cost report
• Service Sales KPIs Management
• Aftersales offers management including NX local company sales increase
• O&M annual prices updating support to O&M team
• Support to COE team as required

Career / Profile:

• Knowledge of the NORDEX or ACCIONA specific programs, products and services will be an advantage.
• Strong relationship builder, experienced with long-term customer relations with excellent communication skills
• Take lead, maintain momentum and deliver results whilst ensuring the best possible collaboration and stakeholder management
• Persistent, determined and resilient
• Technical experience with team work competence
• Good judgment and decision making
• Excellent analytical thinking
• Strong sense of organization and planning
• Leadership, teamwork, collaboration and responsibility
• Client satisfaction focused
• Think strategically and analytically
• Willing to travel, including nights away from home
• Share knowledge and experience
• Medically fit

Education and Qualifications:

• Bachelor’s degree in commerce, business administration, engineering, law
• Driving Licence – Minimum Code B