About the Role
The Portfolio Specialist is responsible for taking care of core 1 and core 2 maintenance customers by upselling KONE Maintenance Solutions and leading contract renegotiations to ensure their needs are met proactively. This role also supports maintenance and Operational teams by creating tender documentation and addressing service contract administration issues.
Key Responsibilities
* Develop and execute individual sales plans to drive customer retention and portfolio growth.
* Monitor contract profitability and create plans to improve it.
* Pursue revenue and margin % growth within assigned portfolios.
* Create value propositions highlighting the benefits of KONE solutions for customers' needs, including digital services like 24/7 Connected Services.
* Manage general sales administration responsibilities for all core 1 and 2 customers.
* Prepare and complete renegotiation tender documents on Renegs.
* Follow up on purchase orders for maintenance contracts and call outs.
* Renegotiate contracts reaching renewal dates using My PO.
* Prepare KCC (KONE Care Contract - Nemo) tenders.
* Create opportunities and leads via VA and VBOR.
* Gather market and competitor information while interacting with customers.
* Support insurance report processing and customer queries.
Risk Management
* Renegotiate expiring contracts proactively if necessary.
* Address cancellation risks by working with other functions like Supervisors, THD, Finance, and Admin.
* Defend price escalation and resolve issues.
* Resolve suspended contracts if any.
Customer Experience
* Resolves complaints with the KONE team.
Data Management
* Coodinate contract negotiation problems with supervisor and MOM.
* Monitor CRM for lead contract renegotiation activities and assign tasks accordingly.
* Contact customers not visited and assess satisfaction levels and opportunities.
* Maintain accurate customer data and documentation.
Requirements
* Essential: Account management experience.
* Beneficial: Service industry experience, contract administration experience.
* Proficient in Microsoft Office and CRM software.
* Effective communication skills in English (written and spoken).
* Customer-centric mindset with a desire to understand customer values and innovate thinking.
* Strong negotiation and problem-solving skills.
What We Offer
We provide a competitive salary, 21 days holiday, 10 additional Bank Holidays, Pension Scheme, Development opportunities, development reviews, and support from experienced leaders in the lifts industry, quarterly commission, and hybrid working arrangements.