Portfolio Retention Manager

1 week ago


Basingstoke, Hampshire, United Kingdom Kone México Full time
Portfolio Retention Specialist

In KONE México, we are seeking a skilled Portfolio Retention Specialist to join our team. This role is responsible for managing core 1 and core 2 maintenance customers by phone and supporting Supervisor maintenance contract renegotiations.

About the Role:

The ideal candidate will have account management experience, proficient in Microsoft Office & CRM, and effective communication skills in English. They will be customer-centric, with good negotiation and problem-solving skills.

Responsibilities:

  • Ensure successful conversions with existing and new maintenance customers.
  • Drive execution of individual sales plans.
  • Perform general sales administration responsibilities for all core 1 and 2 customers.
  • Gather relevant market and competitor information while interacting with customers.
  • Manage customer contract queries and complete tender documents.
  • Flag contracts reaching renewal dates and follow up on purchase orders.
  • Prepare KCC (KONE Care Contract - Nemo) tenders and create opportunity/lead creation VA and VBOR.
  • Manage CRM funnel activities and insurance report processes.
  • Generate value-added services opportunities and support customers.
  • Review contract profitability reports.

Negotiation and Cancellation Prevention:

  • Support proactive renegotiates of expiring contracts.
  • Respond to and resolve cancellation risks.
  • Defend price escalation and resolve issues.
  • Monitor and resolve suspended contracts.

Complaint and Query Handling:

  • Solve complaints with the rest of KONE team.
  • Handle contract renegotiation queries.

Data Quality and Customer Experience:

  • Coordinate contract negotiation problems with supervisor and MOM.
  • Monitor leads contract renegotiation activities in CRM and assign tasks.
  • Follow up on customers not visited and identify satisfaction levels and opportunities.
  • Document customer and contact information, maintaining accurate customer data.

Key Experiences & Skills:

  • Account management experience is essential.
  • Proficient in Microsoft Office & CRM.
  • Effective communication skills in English.
  • Customer-centric mindset.
  • Good negotiation and problem-solving skills.

We Offer:

We provide a competitive salary range of $250,000 - $350,000 MXN per year, 25 days of holiday, 8 additional Bank Holidays, Pension Scheme, and development opportunities to help you achieve your professional goals. At KONE México, we foster an innovative and collaborative working culture, valuing employee participation and the sharing of ideas.

Our company is committed to sustainability and ethical business practices. We strive to create a culture of trust and respect among colleagues, recognizing excellent performance and promoting work-life balance.



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