Portfolio Retention Expert
1 week ago
KONE PLC is seeking a highly skilled Portfolio Retention Specialist to join our team. As a Portfolio Retention Specialist, you will be responsible for taking 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 ideal candidate should have account management experience, proficient in Microsoft Office & CRM, effective communication skills in English (written and spoken), and a customer-centric mindset. Additionally, good negotiation and problem-solving skills are essential for this role.
We offer a competitive salary of £45,000 - £60,000 per annum, depending on experience, 25 days holiday and 8 additional Bank Holidays, Pension Scheme, Development opportunities, and endless support from experienced leaders within the lift industry.
In this role, you will:
- Ensure successful conversions with existing and new maintenance customers.
- Driving execution of your 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.
Key Responsibilities:
- 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 the right person.
- Follows customers not visited; calls and identifies level of satisfaction and opportunity.
- Documents the customer and contact information, maintains customer data.
This role requires a proactive approach to customer retention and a strong understanding of contract renegotiation processes. If you are a motivated and detail-oriented individual with excellent communication skills, we encourage you to apply for this exciting opportunity.
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