Job Description

Title: Key Account Manager Location: KL, Malaysia
Position Purpose This role serves as a point of accountability for a designated country group / region and should ensure growth of the appointed group/ region by leading the development of compelling value propositions and ensuring prompt and effective service delivery. The Role Holder will be supported by operations to ensure client contract requirements are successfully met and will work closely with the Axios Executive team to ensure corporate objectives are developed and met.

Duties and Responsibilities Client

• Customer Relationship Management: Build and manage the customer relationship at the appropriate level to maximise customer satisfaction
• Responsible for the development of the Client account vision, business strategy, objectives, and targets in line with clients\' business needs and growth opportunities
• Present monthly progress updates on Group/ Region against corporate objectives
• Develop quantifiable value propositions and processes that address and pre-empt current challenges and demonstrate improved business performance
• Available to meet with and to support Client to the extent dictated by the contract or required ensuring customer's needs are met
• Proactively identify matters of interest or concern for the growth of the Group/ Region
• Proactively identify new business opportunities and expand Axios Group/ regional footprint in a sustainable manner with clear risk management framework
• Familiar with clients\' internal dynamics of decision making, agenda and organisational structure
• Manage and deliver contractual commitments by developing an in-depth understanding of the contract
• Operate an effective risk management framework within the account
• Set targets and monitor performance of Regional Leads, Program Managers, and their teams
• Liaise closely with third parties and relevant groups or departments to agree new service delivery initiatives that address Client requirements and increase Client satisfaction
• Implement and maintain departmental processes to meet client demands and to improve the quality of service provided. Ensure that team members are fully briefed on new information within agreed time scales
• Ensure and support Managers to coach and observe all their staff to drive performance improvement
• Ensure Managers demonstrate appropriate behaviours and attitudes
• Ensure Managers understand forecast volumes, available resources, and business priorities
• Attending and completing Pharmacovigilance, Pharma and Product Training provided by the Client with a clear understanding of how to collect and report safety data
• Reporting any adverse events/product complaints as per clients requirements and/or Axios SOPPs
• Additional duties as required

Relationships Reports to Head of APAC Develop and maintain excellent relations with Clients and key stakeholders. Work with partners such as governmental agencies, pharmaceutical companies, NGOs, political affiliations, and communities Work with the various divisions of Axios ensuring smooth communications Maintain ongoing and frequent communication with Axios regional and global staff
Special Skills and Knowledge

• Excellent knowledge and understanding of the client. Has proven experience or knowledge of clients business issues/challenges. Understands the drivers of value creation for the client within the industry
• Good knowledge and understanding of Axios 360 services and capabilities
• Ability to approach clients business issues with a consultative perspective and craft compelling/winning value propositions that integrate Axios services and capabilities
• Ability to think laterally, critically, and strategically with demonstrable evidence of previous successful service improvements
• The ability to be an effective team player and work across allocated Group/ Region, GLOBAL and Greater MENA

Competencies

• Creative problem solving
• People development
• Continuous improvement
• Change leadership/ management
• Commercial awareness

Educational Background and Experience

• 5+ years professional experience managing a functional / specialist area in a client facing role.
• Masters degree preferred or specialist qualification