Treatment TotalCare Account Manager (Southern Region, UK)

Job Description

Xylem |ˈzīləm|

1) The tissue in plants that brings water upward from the roots;

2) a leading global water technology company.

Xylem, a leading global water technology company dedicated to solving the world’s most challenging water issues, is the leading global provider of efficient, innovative and sustainable water technologies improving the way water is used, managed, conserved and re-used. Our international team is unified in a common purpose: creating advanced technology and other trusted solutions to solve the world’s water challenges. We are committed to creating an organization of inclusion and diversity, where everyone feels involved, respected, valued and connected, and where everyone is free to bring their authentic selves and ideas.

If you are excited and passionate about helping us #letssolvewater, we want to hear from you! For more information, please visit us at www.xylem.com​.

We Offer You More Than Just “A Job”

• Professional Development – To advance the capabilities of our people, we offer a wide variety of experiences to support our employees’ professional growth and continuous learning.
• Total Rewards – We offer comprehensive programs for compensation, benefits, recognition, learning and development, work-life integration and corporate citizenship.
• Watermark – Watermark is our corporate social responsibility program working to provide education and access to safe water to ensure healthy lives, gender equality, and resilient communities. Employees have the opportunity to learn and volunteer on various water-related projects.
• Employee Networks – Our Employee Networks provide a professional, supportive network for employees from diverse backgrounds, including Women’s, LGBT+ and Allies, Veteran’s, People of Color and Allies, Emerging Leaders, and Working Parents Networks.

Job Summary:

The Aftermarket & Service Key Account Manager will be responsible for directly meeting and exceeding all Aftermarket sales, marketing, field service and business development activities relative to the Xylem Treatment Aftermarket initiative. The Southern UK AM & S Treatment Key Account Manager responds to customer inquiries and proactively identifies and drives new business opportunities through the entire life cycle of our products with an objective of building long term customer intimacy. The Southern UK AM & S Treatment Key Account Manager will work with cross-functional internal teams to improve the overall customer experience. This role will fully support all the Treatment products under the Xylem umbrella.

Essential Duties/Principal Responsibilities:

• This role will take a targeted approach to all Treatment Aftermarket opportunities across the Southern UK region.
• Achieve sales targets through both customer and internal engagement, Value Selling and Opportunity Management.
• Prepare all spares and service quotations including development of PMA’s (Preventative Maintenance Agreements) for all Xylem Treatment brands.
• Manage the sales process from initial inquiry to purchase order.
• Communicate clearly and efficiently with all other departments within the company to ensure that sales leads are followed up and that quotations and orders are accurately detailed to ensure business growth.
• Prepare and assist with various reporting, including sales audits, forecasting, business performance monthly, quarterly and annually.
• Respond timely to internal and external customer inquiries (technical requests, order status/updates, product availability, pricing, etc.) and/or resolve customer issues and other requests for information and/or proactively notify customers about order status and other changes.
• Promote and sell Preventative Maintenance Agreements for all Xylem Treatment brands.
• Lead all Treatment AM & S commercial activities within the Southern regional area to provide customers with solutions to achieve the lowest cost of equipment ownership.
• Manage and maintain close customer relationships by maintaining regular communication through external meetings, site visits and other methods to capture and respond to customer needs.
• Proactively pursue business through the execution of system Health Checks (condition audits) within the Treatment installed base.
• Manage and conduct health checks with a target of securing orders regarding retrofits of pull through equipment opportunities to replace existing Xylem and competitor systems, parts replacement & service opportunities (preventative maintenance agreements, energy audits, operator training, system optimization, etc.)
• Gather Voice of Customer (VOC) and capitalise on the knowledge to identify sales opportunities and business growth.
• Promote new products and services to increase Aftermarket sales orders and revenue in order to meet targets and deliver growth.
• Promote current products and services to increase Aftermarket sales revenue, orders, customer inquiry, quoting and quote follow-up, all while optimizing growth.
• Provide all necessary technical and commercial support to customers with support of other Xylem teams.
• To be available to travel away from home and overnights stays where and when needed to cover needs of Treatment installation base in Southern Region and other regions from time to time.
• To communicate and liaise with Xylem Growth Centres when and where needed.
• Collaborate with other Xylem Sales Teams and Marketing to map competitive landscape and strategies of any 3^rd party suppliers with a objective of developing counter measures to win back customers and achieve business growth.
• Record, collect and report on service and technical repairs problems. Also submit any special reports regarding the operation, acceptance of products, or competitive conditions as required.
• Liaise internally with Technical Depts, Project Depts, Service Engineers, Quality Assurance, Purchasing to facilitate and ensure that customer satisfaction is achieved.
• Liaise with other Xylem branded UK Sales Teams.
• Collaborate and indirectly manage customer facing activities (requests, complaints, etc.) with the respective sales management & operations teams.
• Maintain and leverage the Treatment databases and develop communication plans for mapping specific site customer needs and requirements.
• Assist in product warranty determination.
• Review and audit Service Reports prior to sending to customers.
• Undertake any ad hoc projects as required by the reporting manager.
• To undertake any Product, Technical or Business-related training that is deemed necessary for personal development and business growth.

Qualifications: Education, Experience, Skills, Abilities, License/Certification:

• A. Technical or Business Management Degree or equivalent work experience within Industrial, Water, or Wastewater industries. B.S. in Engineering or the Sciences is a plus but not required.
• Seven+ years of commercial sales, field service, business development, and/or related experience in the Industrial, Water, or Wastewater industries.
• Superior customer service, interpersonal, and presentation skills is a must.
• Thorough understanding of systems troubleshooting and the benefits of establishing solid service practices for the company and the customer.
• Treatment equipment knowledge & experience is preferred.
• Must possess the ability to professionally conduct technical writing that would be included in customer reports presented to the end-user and/or engineering communities.
• Proficient in Microsoft Word, PowerPoint and Excel, along with databases including Customer Relationship Management (CRM) platforms

Work Environment

• Home / Office Based / UK Travel / European Travel