The Portfolio Retention Specialist role exists in KONE branch/region or central offices. The purpose of the role is to take care of core 1 and core 2 maintenance customers by phone and supporting Supervisor maintenance contract renegotiations ensuring that we respond to their requirements and support them proactively. The Portfolio Retention Specialist also supports maintenance and Operational teams (Supervisors & Maintenance Operations Managers) by creating tender documentation for them.
Key Responsibilities :
Customer retention and Recognition activities
- Ensures successful conversions with existing and new maintenance customers.
- Driving execution of her/his individual sales plan.
- General Sales administration responsibilities for all core 1 and 2 customers
- Responsible for gathering relevant information about market and competitors while interacting with customers.
- Customer contract query management handling.
- Completing the renegotiation tender documents.
- Flagging contracts reaching renewal date using My PO.
- Purchase Order (PO) follow up for maintenance contracts and call outs.
- KCC (KONE Care Contract - Nemo) tender preparation.
- Opportunity/ lead creation VA and VBOR.
- CRM funnel management.
- Management of Insurance Report process.
- Value added services Opportunity generation and customer support.
- Contract profitability report review.
Renegotiation and cancellation prevention
- Supports renegotiates expiring contracts proactively if any.
- Responds and resolves cancellation risks.
- Defends price escalation and resolve issues.
- Monitor and resolve suspended contracts if any.
Complaint and query handling
- Solves complaints with the rest of KONE team.
- Handles contract renegotiation queries.
Data quality and communications to ensure customer experience
- Coordinates contract negotiation problems with supervisor and MOM.
- Coordinates with supervisor and MOM problems with contract negotiations.
- Monitors the leads contract renegotiation activities in CRM and assigns them to right person.
- Follows customers not visited; calls and identifies level of satisfaction and opportunity.
- Documents the customer and contact information, maintains customer data.
Key experiences & skills:
- Account Management experience is essential.
- Proficient in Microsoft Office & CRM.
- Effective communication skills in English (written and spoken)
- Customer centric mindset - desire to understand what creates value to our customers and courage to experiment and embrace innovate thinking.
- Good negotiation and problem-solving skills.
"This role is not eligible for visa sponsorship.
What KONE can offer:
We offer a competitive salary, 25 days holiday and 8 additional Bank Holidays, Pension Scheme, Development opportunities and development reviews to help you achieve your professional goals. Endless support from experienced leaders within the lift industry, Quarterly Commission, Private Medical Insurance, Kone Discounts, 24/7 GP Support & Wellbeing Access.
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