Breakthrough Insights
1. Understand your client; their business, their market, their strategies, their objectives, needs and challenges. Draw on our data and insight appropriately and support the client in then building a compelling vision for the client’s workspace
2. Be aware of and exercise sound business judgement around global market conditions, competitive and commercial activities, general economic conditions and deliver insight to the client on resulting opportunities for them
3. Use insight to constructively challenge the client’s view and work with them to advance their ambition around workspace
4. Partner with marketing and other internal and external sources of data and information on insight requirements and using the insight we produce to full value with our clients
5. Regularly review performance with the client on a minimum quarterly basis, using MI that demonstrates Instant’s value to the client
Solutions Delivery
1. Create and deliver solutions that advance the clients strategy and/or meet their needs
2. Identify opportunity to enhance the solutions Instant provides to the client and proactively work to create new innovative solutions
3. Define service levels and drive performance and continuous improvement methodologies to meet/ exceed these
4. Support teams to rectify issues that arise which could jeopardise customer satisfaction
5. Lead the contractual negotiations, driving them through to execution with the support of the Legal, Commercial Finance and Operations teams
6. Work with supply chain and third parties to ensure best practice delivery
7. Manage governance and risk within the client and Instant’s businesses
8. Lead/ coordinate initiatives that add value to the client on a global basis (e.g. best practice, IWMS, MI, Innovation, cost savings, performance, customer satisfaction and quality)
9. Matrix manage teams to deliver solutions – creating a culture of one client team
Bigger relationships
1. Seek to position Instant as a strategic partner of the client through proposing solutions that add value and create competitive advantage to the client’s business and enhance its performance and reputation
2. Build a breadth of relationships with key stakeholders across the client’s business
3. Ensure that stakeholders across the client’s business at all levels understand Instant’s solutions offering and how Instant adds value
4. Deepen the trust by developing a strategy for adding value across the client’s business through articulating Instant’s proposition and the identification and delivery of appropriate Instant solutions
5. Be the voice of your customer within Instant and ensure that your knowledge and understanding is shared via all route (tech CRM systems and knowledge sharing activity)
6. Deliver Quarterly Business Reviews to highlight areas of success, valued delivered, plan future projects and respond to customer feedback
7. As the accounts team expands, set the standard for account growth and client engagement and build teams who consistently deliver and constantly develop. This will include consideration of recruitment, talent management, career development, coaching and leadership
8. Construct relationships with a wider supply chain and other 3rd parties
9. Engage Instant stakeholders from across the business to align with relevant client stakeholders and grow peer-to-peer relationships
10. With support from marketing, encourage happy clients to provide testimonials, references, case studies and referrals
