Head Of Key Accounts

The VP of Key Account Management in MyRobin is a strategic leadership role responsible for building and maintaining strong client partnerships, ensuring seamless service delivery, and driving business growth through client satisfaction, retention, and expansion. This role involves overseeing a team of client service professionals, collaborating with internal departments, and implementing strategies to exceed client expectations and achieve business goals.

1. Client Relationship Management:

• Understand the unique needs and goals of each client and align our services to deliver value and drive client success.
• Act as the primary point of contact for escalated client concerns, ensuring timely and effective issue resolution.
• Develop and nurture long-term, strategic relationships with key clients in MyRobin

2. Business Development and Growth:

• Lead client-focused initiatives to expand the client base and increase revenue streams.
• Collaborate with the sales and business development teams to identify upselling, cross-selling, and expansion opportunities within existing client accounts.

3. Service Delivery Excellence:

• Monitor and analyze service performance metrics, making data-driven decisions to continuously improve service delivery.
• Oversee and ensure the flawless execution of outsourced services to clients, adhering to agreed-upon service level agreements (SLAs) and quality standards.

4. Strategic Planning and Execution:

• Develop and execute comprehensive client engagement strategies, focusing on long-term value creation and client satisfaction.
• Provide insights and recommendations to shape the company's outsourcing offerings based on client feedback and market trends.

5. Team Leadership and Development:

• Foster a collaborative and client-centric culture within the client services team.
• Lead and manage a team of client service professionals, setting clear performance expectations, providing mentorship, and conducting regular evaluations.

6. Collaboration and Communication:

• Collaborate closely with internal teams such as operations, business development, finance, human resources, and IT to ensure seamless client onboarding, service delivery, and issue resolution.
• Communicate effectively with senior leadership and cross-functional teams to align client strategies with overall company goals.

7. Reporting and Insights:

• Develop and present regular reports and dashboards to senior management, highlighting key performance indicators, client feedback, and areas for improvement.
• Use data and insights to drive informed decisions and continuous enhancements to the client experience.

Requirement

• Proven track record of successful client relationship management and business development in an outsourcing or services industry.
• Bachelor's degree in business, management, or a related field (Master's degree preferred).
• Strategic thinker with the ability to analyze market trends, client needs, and competitive landscape.
• Exceptional leadership skills with a demonstrated ability to lead and inspire a team.
• Strong communication, negotiation, and presentation skills.
• In-depth understanding of outsourcing industry dynamics and best practices in Indonesia
• Proficiency in using data analytics and reporting tools to drive performance improvements.
• Previous experience as client service/operations/business development in big outsourcing company in Indonesia
• Results-oriented mindset with a focus on achieving client satisfaction and driving revenue growth.