Customer Account Manager

REQUISITION ID: 12582

LOCATION

Cape Town, ZA, 8001

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DEPARTMENT: Service

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Job purpose

Key point of contact for customer in South Africa market for any Service or related topic from all parts of the world

Take ownership, managing and leading all customer communication involving the appropriate Nordex Department (Claims, Reports, etc...)

Executes and maintains strategic relationships with customers to promote organization awareness and to ensure profitable business.

As a Customer Account Manager will be dedicated to the customer’s specific project issues, parts supply or any other matter with regard to Service or Operational facilities with technology to be supplied or already supplied by Nordex throughout the sales process and especially in the operational phases

Be aware of contractual conditions, ensure fulfilling of contractual obligation and manage customer complaints and questions and support with difficult commercial customer requests and issues.

Execute customer extraordinary communication.

Ensure that all customer sites operate according to NAW instruction and company procedures.

Key Accountabilities

Service and operations and after Sales

The main scope of the role is to be responsible for customer management and be the key point of contact

Have strategic and tactical ownership of the customers in the sales and after sales phase, maintaining awareness of ongoing activities through the remaining part of the value chain for the customer and include Service customers

Own customer requests and claims and lead the response process in a diligent way to ensure proper and on time responses according to contractual obligations and to best practices

Be an initial point of contact to and serve as point of escalation for Nordex customers

Understand the customers’ business strategy and challenges

Map, build and strengthen relationships to key stakeholders in customers organisation

Develop and execute account targets and actions

Identify and mature partnership opportunities by driving early engagement activities with the objective of securing long term pipeline (Project, Market, Collaboration approach)

Identify and implement new ways of adapting to customer business models/needs while minimising MVOW risk an maximising our profits

Engage in negotiations with the contracting team when required and continue to develop and improve the contractual frameworks/basis with customer

Align with the Global Service Sales, After Sales and Customer Account function and also with KAM function in order to inform and prepare any needed communication or report and drive preparatory work

Develop knowledge of all Service contracts and provide guidance and support to Head of Service and Local Operations Managers in regard to customer related topics and communication

Engage in the drafting and revision of a variety of SAA contracts, Sub contracts for current and new Service Projects, South Africa and Div International when required and as assigned;

Track contractual performance, especially to analyse the successful performance of all OMASA contractual obligations

Regularly meet with Customers to discuss contractual performance and project matters

Regularly visit the site team to support O&M team on the contract interpretation and/or doubts;

Coordinate interface within service department for the flawless execution of handover between project phases – construction and service

Perform other related duties within service and operations as assigned

Service after sales

O&M scope tender management for new projects lead by Sales Department. Including any support and/or questions requested by Sales team.

Support the Gate LoA risk analysis registration in C4C process

Support new projects Gate ppt presentation prior to the official presentation

Create service renewal cost report

Service Sales KPIs Management

Aftersales offers management including NX local company sales increase

O&M annual prices updating support to O&M team

Support to COE team as required

Career / Profile

Knowledge of the NORDEX or ACCIONA specific programs, products and services will be an advantage.

Strong relationship builder, experienced with long-term customer relations with excellent communication skills

Take lead, maintain momentum and deliver results whilst ensuring the best possible collaboration and stakeholder management

Persistent, determined and resilient

Technical experience with team work competence

Good judgment and decision making

Excellent analytical thinking

Strong sense of organization and planning

Leadership, teamwork, collaboration and responsibility

Client satisfaction focused

Think strategically and analytically

Willing to travel, including nights away from home

Share knowledge and experience

Medically fit

Education and Qualifications

Bachelor’s degree in commerce, business administration, engineering, law

Driving Licence – Minimum Code B

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ABOUT THE NORDEX GROUP

The manufacture of wind energy plants in the on-shore segment has been our core competence and passion for around 40 years. With more than 57 GW installed capacity worldwide, our turbines supply sustainable energy to more than 80% of the global energy market and we are one of the largest companies in the wind industry. National subsidiaries in more than 40 markets and production facilities in Germany, Spain, Brazil, the USA, Mexico and India offer our more than 10,400 employees the opportunity for international and intercultural cooperation.

We are growing and together driving forward the expansion of alternative energies worldwide - if you wish, from now on with you. Join the #TeamNordex

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We look forward to receiving your application! To make it more convenient for you, we are happy to receive your application without a cover letter.