Account Relationships Manager

Date: 11 Jul 2024

Location: Almaty, Wider Europe, KZ

Company: British Council

Job Title: Account Relationship Manager  

Company: British Council

Location: Almaty, Kazakhstan

Contract type and duration: Fixed-term labour contract

The gross monthly salary for this post is KZT 600,000

Closing date for applications: 28 July 2024 (23:59 Almaty time). Please note that only shortlisted candidates will be contacted. Please do not apply if you are currently a student.

 

 

Role Purpose:

Following the growth of the local exams business in Kazakhstan, the purpose of this role is to assist Head of Exams Business Development in Kazakhstan to build relationships, identify needs and enhance opportunities with key accounts to meet business related targets and ensures service excellence to existing clients. The role is also required to proactively resolve issues, add value and ensure delivery on expectations. On a daily basis the role executes the country key account strategy and plan.

 

Main Accountabilities:

Accountabilities, responsibilities and main duties:

Account & stakeholder management  

-    Manages and delivers against in-year Account Management Plan and develops out-of-year Account Management Plan under direction from Head of Exams Business.
-    Builds and maintains strong relationships with prospective and existing clients and partners.
-    Ensures existing client and partners’ satisfaction and retention rates to drive sales.
-    Identifies clients and partners' needs and requirements and proposes suitable solutions.
-    Provides clients and partners with comprehensive product/service consultations and guides their decision-making process.
-    Resolves clients and partners’ complaints, grievances and issues efficiently and in a timely manner.
-    Helps to promote and maintain a positive company image with clients and partners.
-    Links with the Marketing team for targeted events, campaigns and collateral to support clients’ retention and add value. 
-    Undertakes timely contract reviews and renewals. 
-    Ensures that defined Account Relationship standards, frameworks and policies are followed.
-    Maintains accurate and up-to-date records and data in order to support effective and coordinated account management across the organisation.
-    Coordinates and organises contact between stakeholders in key client/partner/sponsor organisations and the exams business – e.g. meetings, conference slots, sending of targeted marketing or thought leadership materials etc.

 

Market research 

-    Conducts research, into business activities, challenges and key personnel in target client, partner or sponsor organisations to support the exams business in developing new business and cultural relations opportunities for the British Council.
-    Ensures product/sector knowledge is up to date and forward thinking.
-    Provides account /country specific input into market intelligence activities, innovation and business development/marketing plan/targets
-    As required, uses a range of standard processes and techniques to carry out routine research and analysis of actual or potential customer/audience trends – e.g. customer segmentation, demographic profiling, competitor tracking and measurement of market share.
-    Creates and enforces plans that will help meet the needs of partners.

Winning business

-    Adds value to account extension, cross selling and customer retention.
-    Upselling and cross-selling products/services to clients.
-    Raises performance issues, why and how being resolved.
-    Monitors capacity and drives up/pull forward B2B2C sales to fill capacity. 
-    Practices Relationship Management, development and reviews (including mapping and delivering F2F touch-points, annual and quarterly reviews for big accounts)

-    Builds and develops networks around existing clients to cultivate segments
-    Under direction from the Head of Exams Business, supports the development of high quality bids, tenders and proposals by preparing or collating written content/diagrams/financial data/case studies/project plans for the Country/Region
 

Commercial planning 

-    Manages routine monitoring and standard reporting on commercial data involving sales, profitability and/or co-funding and sponsorship opportunities using an agreed set of corporate processes, techniques and report templates.  

 

Analysis & Reporting

-    Manages analysis and reporting, using standard procedures and templates, regularly records, analyses and reports on commercial and operational activity levels and performance data, to support senior managers in making timely and effective business decisions that respond to operational needs.
-    Contributes data as required, to enable the development and distribution of high quality, customer and market-focused marketing collateral. 

 

Leadership & management

-    Prioritises own work activities, from long term plans into day to day activities.  
-    Builds relationships and uses influence to work with others internally to grow the business

 

Role Requirements:

Essential

  • Fluent written and spoken Kazakh and/or Russian and English
  • Minimum three years of relevant work experience in a lead role within sales-led environment.
  • Demonstrable track record of achieving business results as an individual contributor.
  • Must be able to travel up to 30% of the time, including overnight travel to support partners throughout Kazakhstan.
  • University degree in a relevant field (at least a bachelor's degree in sales, business, administration or another relevant qualification)
  • Right to work in Kazakhstan

 

Desirable

  • Previous experience of working with exams 
  • Previous experience of face-to-face sales and public relations