Account Manager

Lloyd's Register
Location: Taipei - Taiwan
About The Role
To manage a portfolio of non-SKA accounts in order to achieve margin and market share growth for the M&O business, in alignment with the Area Long Range Plan (LRP). The role serves as the primary point of contact for the assigned accounts, focusing on delivering an exceptional customer experience to strengthen loyalty and build long-term relationships. The position is responsible for meeting assigned sales, revenue, margin, and cash targets.

What We Offer You

• The opportunity to work for an organization that has a strong sense of purpose, is values-driven and helps colleagues to develop professionally and personally through our range of people development programs

The Role
Business Planning

• Territory Review: Support the account team manager and work closely with the Chief Rep. Taiwan to routinely review and identify the clients within the territory that represent the greatest opportunity relative to cost to serve.
• Account Segmentation: Support the account segmentation analysis with the account team manager and Chief Rep. Taiwan, categorising the accounts within the area into Growth, Strategic, Streamline or Status accounts.
• Client Awareness: Develop a thorough understanding of the assigned accounts clients' business to articulate a clear 'why LR' value proposition that will resonate with the client and the challenges of their key stakeholders.
• Competitor Awareness: Maintain a thorough understanding of LR's main competitors in the area and share this understanding as necessary with the area, global and central commercial teams.
• Account Planning: Develop and maintain account plans for the assigned accounts, that optimise the margin performance for the segment, area, and the global LR business across the areas and different business streams.
• Sales & Marketing Plan: Under the guidance of the account team manager and Chief Rep. Taiwan, provide insight into the Sales and Marketing plan (SMP) with the actions necessary to deliver the area Long Range Plan (LRP).
• Sales Forecasting: Analyse and report to the account team manager and Chief Rep. Taiwan the expected sales performance within a period, based on sales pipeline, market trends, forecasts and competitor activity.

Account, Opportunity and Relationship Management

• Customer Centricity: Act as the main point of contact for the assigned accounts and work closely with the area client care team, Chief Rep. Taiwan and key stakeholders to manage the client relationship effectively.
• Financial Delivery: Deliver financial and operational performance against agreed budget targets, in line with the expected area contribution to the Marine & Offshore financial plans.
• Opportunity Management: Input and regularly update all opportunities in Salesforce, demonstrating model behaviours to promote the effective use of Salesforce.
• Sales Collaboration: Collaborate extensively and actively engage with the growth product specialists and account managers in different teams or areas to support opportunities and projects as required.
• Stakeholder Mapping: Develop and regularly maintain a stakeholder engagement plan for each assigned account and establish clear metrics and accountability for all internal stakeholders linked to the account plan.
• Executive Engagement: Organise frequent executive level engagement with specified clients and ensure strategic relationships are maintained between LR's senior management and the clients' senior management.
• Data Quality: Take accountability for the accuracy and quality of the opportunity and account data input into Salesforce to ensure confidence in the performance reporting and sales forecasts.
• Activity Reporting: Report on client meetings and all aspects of competitor activity for each client. Disseminate this information to relevant internal stakeholders and share updates during relevant sales team meetings.
• Feedback Handling: Seek and review client feedback, facilitate resolution of complaints promptly, and disseminate lessons learned to service delivery and client care teams as appropriate, in line with GMS and SLAs.
• Account Performance: Track account revenue, margin and sales performance and oversee contract management for assigned accounts, including securing contract renewals.
• Debt Control: Manage debt recovery and work with the area accounts payable team to support as required, the collection of payments that are overdue (as applicable) for the assigned accounts.
• Proposal Development: Ensure high quality proposals and competitive quotes are produced for the assigned accounts, to expand LR's existing revenue, market share and relationship with the clients.
• Commercial Contracts: Apply commercial acumen in the review of commercial contracts, safeguarding and maximising LR's position. Liaise with relevant colleagues as required in the preparation/review stage.
• Industry Presence: Support the Account Team Manager as required and actively participate in events, conferences, and workshops to network and promote LR.
• Process Adherence: Ensure the ByD processes are followed as per the GMS. Ensure full adherence to the Commercial Bid Matrix and relevant implementation.
• Professional Integrity: Conduct activities in line with internal procedures, legislation and accreditation schemes, and pursue Continuous Professional Development to maintain a high level of discipline knowledge and awareness.

What You Bring

• A degree or equivalent from a tertiary organisation recognised by Lloyd's Register within the relevant field of engineering or physical science or qualifications from a marine or nautical institution and relevant sea-going experience as a certificated ship's officer.
• Experience in Account management field, preferably in Marine & Offshore environment with an in depth understanding of sales and client care principles.
• Strong commercial awareness. Ability to develop strategic action plans based on input from key persons.
• Good knowledge and understanding of class and statutory requirements, surveys and certifications.
• Strong team spirit. Excellent professional people skills to improve performance across the area of business.
• Thorough understanding of the shipping market and marine environment to manage commercial focus and find new business opportunities.
• Strong ability to forecast and develop account plan, and communicate effectively with others across the organisation with great commercial acumen
• Drive customer retention through researched and known strategies as well as new and innovative strategies
• Be that Trusted Advisor who can help the customer to solve business problems through our services and products
• Effective negotiating skills and knowledge of negotiation techniques and tactics to influence and persuade where necessary
• Good collaboration skills to work with teams across the organisation, with cross-functional teams as well as internal teams of departments
• Be able to use Salesforce or other software to manage accounts confidently
• Ability to utilise available technologies to maintain, analyse, and track this data. The data can then be used to predict sales trends and customer behaviours, to boost performance and increase sales.
• Ability to communicate effectively at different levels within organisations and to influence successfully and openly at all levels – both inside our organisation and outside in the business.
• Ability and understanding to participate, communicate, positively contribute and add value in marine & offshore supply chain and technical discussions with clients and LR colleagues alike.
• Ability to understand and assess complex and sometimes unfamiliar situations, visualise solutions and see through to resolution.
• Enjoyment of building relationships, with the ability to pro-actively drive development of a network of key relationships internally and externally.
• Flexible approach to adjust role as the position develops.