Service Account Manager

About the Opportunity

As a Service Account Manager with TSG UK, you will be the essential interface to our customers and responsible for the daily management of key service accounts and contracts within the petroleum and EV retail industry.

What you’ll do

You’ll work closely with the operational and project delivery teams to ensure continuous improvement and effective delivery, driving your KPIs, focusing on contract profitability, identifying growth opportunities, and ensuring smooth day-to-day running of work orders and calls placed. You will work closely with the Operational Teams and Regional Manager to ensure issues are resolved quickly and planned works are completed on time.

Key Responsibilities:

Customer & Account Management

Act as the key interface between the customer and the business for the accounts assigned to you.
Build, maintain, and cultivate strong customer relationships.
Deliver contractual obligations and drive improvements for both parties whilst maintaining the expected profitability level.
Understand customers' needs and ensure these are represented through actions that meet their expectations.
Proactively manage customer expectations and handle conflict and difficult conversations as and when they arise.
Identify, resolve, and manage client issues and concerns from start to finish in a timely manner, ensuring the best possible outcome for both parties.

Contract & KPI Management

Manage each contract's individual KPIs, ensuring they are met and overdue calls are managed daily and within agreed time frames.
Manage account-specific KPIs through regular data analysis, gap analysis, root-cause analysis, and countermeasure/solution development to drive improvements and ensure no penalties are paid on the account.
Understand the inclusions and exclusions of contracts to ensure work is carried out within the agreed terms.
Ensure any additional work undertaken is fully quoted for and invoiced accordingly.
Submit quotations and manage additional/ad-hoc work through to completion for contract exclusions
Maintain a strong focus on contract profitability and identify opportunities for account growth.

Operational & Project Delivery

Engage with relevant internal and external teams to ensure the on-time delivery of agreed projects and planned works for customers.
Flag potential risks faced on the account and work to implement appropriate countermeasures where required.
Work closely with Operational Teams and the Regional Manager to ensure issues are resolved quickly and planned works are completed on time.
Attend sites and build relationships with engineers.
Carry out safety discussions to drive the overall health and safety culture whilst expanding your working knowledge of the activities carried out.
Attend and participate in departmental daily management meetings.

Customer Reviews & Reporting

Carry out regular customer meetings and account reviews with clients.
Run internal account review updates with the senior management team.
Use data and analysis to provide and present insights both internally and externally.
Ensure account performance, risks, issues, and opportunities are effectively communicated.

About You

You have a proven track record in account management coupled with the ability to foster and nurture relationships at all levels. A strategic thinker, you are constantly considering the impact of internal and external actions on how you manage your accounts. You'll be a proactive learner with a curious mind, keen to understand your clients whilst keeping up to date with our industry.

The following skills and attributes will provide the foundation for your success in this role:

Skills and experience

Client-minded, with strong communication, collaboration, and negotiation skills.
Clear communication…