The Portfolio Specialist role is based in a KONE branch, region, or central office. The role involves managing core 1 and core 2 maintenance customers by upselling KONE Maintenance Solutions and leading contract renegotiations to meet customer needs proactively. The Portfolio Specialist also supports maintenance and operational teams by creating tender documentation and assisting with service contract administration.
Customer Retention and Portfolio Growth
* Execute individual sales plans.
* Review reports and develop plans to improve contract profitability.
* Drive revenue and margin growth within the assigned portfolio.
* Create value propositions highlighting benefits of KONE solutions, including Digital Solutions like 24/7 Connected Services.
* Handle sales administration for core 1 and 2 customers.
* Complete tender documents for renegotiations.
* Follow up on Purchase Orders for maintenance contracts and call outs.
* Ensure contracts approaching renewal are renegotiated using My PO.
* Prepare tenders for KONE Care Contracts (Nemo).
* Create opportunities and leads (VA and VBOR).
* Gather market and competitor information through customer interactions.
* Support customer queries related to Insurance Reports.
Renegotiation and Cancellation Prevention
* Proactively support and renegotiate expiring contracts.
* Address cancellation risks by collaborating with supervisors, THD, Finance, and Admin teams.
* Defend against price escalations and resolve related issues.
* Monitor and resolve issues with suspended contracts.
Complaint and Query Handling
* Resolve customer complaints collaboratively with the team.
Data Quality and Communication
* Coordinate contract negotiation issues with supervisors and MOM.
* Monitor contract renegotiation activities in CRM and assign tasks appropriately.
* Follow up with customers who have not been visited; assess satisfaction and identify opportunities.
* Maintain accurate customer and contact data.
* Experience in account management is essential.
* Experience in the service industry is beneficial.
* Proficiency in Microsoft Office and CRM systems.
* Effective communication skills in English, both written and spoken.
* Customer-centric mindset with a willingness to understand value creation and embrace innovative thinking.
* Strong negotiation and problem-solving skills.
We offer a competitive salary, 21 days holiday plus 10 bank holidays, pension scheme, development opportunities, and reviews. Enjoy support from experienced industry leaders, quarterly commissions, hybrid working, and more.
At KONE, we foster an innovative, collaborative culture that values each individual. We focus on employee engagement, sustainability, ethical business practices, and mutual respect. We provide opportunities for career and personal growth, supporting a healthy work-life balance.
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