Liam shares how his role as Key Account Manager is underpinned by building strong and healthy relationships with clients and customers.
Tell us about your role at Bunzl ANZ.
I started with Bunzl in August of last year and manage key accounts in the national Facilities Management team.
What do you appreciate the most about your position?
In this job, you have to enjoy talking to different types of people – and that can also be a challenge. You sometimes have to find ways to connect with people who you might not typically connect with in your personal life, or you might lose the account. When I think about what I used to love doing when I was younger, I realise that it was socialising. I like connecting with people and creating relationships – and because it’s something that I’ve always done in my personal life, I appreciate the fact that I can now do it in a professional environment.
Has there been anything particularly surprising about your role?
In my former role, I was on the road more with more local accounts, and now I’m handling international organisations that are looking for more analytical and strategic opportunities. My conversations are driven by overarching organisational goals as opposed to just price. It’s less product-driven and more outcomes-driven. And because of that, the surprising part has really been how deep into the commercial side I get. I’m asked to assess how things are going to work commercially, which means that I’m dealing with a lot of other departments in the pursuit of – what is ultimately – me just going to have a conversation with a client.
What are you excited to see more of in the future when it comes to your industry?
Robotics, AI and new software coming into our industry. This technology can help create a more beneficial process by analysing data so that you know where to send staff and when. In a washroom setting, for example, being able to track the levels of dispenser paper or tracking foot traffic means that you can plan your cleaner’s day to be the most efficient and effective.
