About Job

Apkudo is a dynamic, fast-paced team of change-makers dedicated to transforming the connected device experience through innovation and thought leadership. We are “hooked on customers”, empowering our team to boldly solve complex challenges with trust and creative collaboration. If you are curious, collaborative, and looking to make a meaningful impact, come help us build the future.

We are expanding our business across Europe and the UK, with new products and new customers joining the existing portfolio of major clients in the mobile device industry. This growth requires a full-time Key Account Manager EMEA to support the Account Director in developing customer relationships to drive revenue retention and growth.

Whilst the Account Director takes charge of strategic account management, the Key Account Manager EMEA will provide support in delivering the core framework of account management governance to ensure a strong foundation of trust, collaboration and execution. You will work closely across internal and external stakeholders to facilitate delivery of agreed objectives and service delivery.

As we grow, it will become increasingly important to ensure consistency across all customers in account management engagement and effectiveness. You will work closely with the Account Director and Operations Manager to ensure we transmit the voice of our customers within Apkudo, and the vision and brand of Apkudo into our customers. This may involve delivering customer meetings as a stand-in for Operations and Account Management, or internal stakeholder meetings. This creates an opportunity, not only to help us maintain continuity, but also to support the Account Director in developing strategic capabilities and skills as a pathway for future progression and personal development opportunities.

Skills & Qualification

• Proven track record of at least 5 years in account management, preferably within the mobile telecom, software and technology, consulting and/or supply chain industries.

• Bachelor’s degree in business, Engineering, or a related field; MBA preferred. Relevant experience will suffice in lieu of a degree.

• Strong financial acumen with demonstrated success in meeting financial targets.

• Experience in program management and/or project management, acting as a conduit between internal technical teams and external stakeholders.

• Excellent relationship-building abilities, emphasising trust, integrity, and client satisfaction.

• Innovative thinker with the ability to collaborate across departments to support continuous improvement and development opportunities.

• Ability to articulate complex information, simply and effectively, to suit the audience.

• Ability to collaborate cross-functionally across internal and external teams to deliver successful outcomes.

• Experience working in a global organization and navigating cultural nuances in business relationships.

• Strong analytical and problem-solving skills with a data-driven approach to decision-making.

• Willingness to be on-site and remote with customers, with travel as needed to different locations across Europe, and to support client relationships and business growth.

• A team player who thrives in a collaborative environment.

• Someone who enjoys a challenge and is always eager to learn.

Responsibilities

• Assist the Account Director in delivering annual financial targets, driving revenue growth and meeting upsell goals, by identifying and pursuing new sales opportunities to expand our footprint within client organizations.

• Support the Account Director in developing and executing strategic account plans for key accounts across Europe and UK, identifying goals, needed resources, and action steps, while ensuring operational teams successfully deliver contractual service level agreements.

• Work closely with the Operational Manager and Account Director to ensure operational teams successfully deliver contractual service level agreements, and consistently enhance Net Promoter Scores (NPS) across clients.

• Prepare the framework for Weekly, Monthly and Quarterly Business Reviews, pulling in content from key stakeholders, including but not limited to: Account Director, Operations Manager, Product, Engineering, to support the Account Director in delivery of service level agreements (SLAs).

• Create and maintain action trackers and project plans to ensure delivery of MBR, QBR and project agreed actions, liaising with internal and external stakeholders to develop momentum and close out actions on time.

• Maintain a change control control process, receiving and logging customer requests, then liaising with internal stakeholders to capture feedback and evaluate for commercial consideration and decision making.

• Schedule and conduct customer meetings as a stand-in for Operations and Account Management, or internal stakeholder meetings, to ensure consistency across all customers in account management engagement and effectiveness.

• Support delivery of comprehensive monthly client reviews and strategic quarterly business reviews, highlighting areas for improvement and opportunities for growth