In an Interview, Stefano Milani, Key Account Manager of Helios Coatings Italia (HCI), talks about his career steps, the core values of the KANSAI HELIOS Group and leading as an example of resilience and spirit of initiative.

Stefano, tell us something about you

My career path has been mainly focused on the powder coatings field since 2006. A year ago, I joined the KANSAI HELIOS team: a new experience and a new context. I try to add a different perspective to increase our performance and competitiveness in the powder coatings market. 

What skills are required to fulfill this role? 

From my point of view, the ability to be autonomous and to manage different tasks in a universal way is essential to cover this role. Key account work requires both technical and commercial skills but also a view of reality with a more global perspective. The right combination of hard and soft skills can be used to better manage direct customers who certainly need a different approach than clients managed by an agent.

For this role, there is a need for a transversal competence to satisfy the specific needs of each client. Technical experience is certainly important, but you also have to be able to understand the needs of the customers in order to satisfy their expectations. Empathy is necessary to be able to connect immediately with a business partner. Soft skills combined with technical skills are essential to fulfill the role of a key account manager. 

Which value of the KANSAI HELIOS Group is the one for which you act as ambassador? 

Given the function I have, it is clear that customer focus is the core value that is closest to me and for which I feel most like an ambassador. The ongoing challenge for us is to recognize customer needs and find solutions that meet their requirements and expectations. Within our organization, we always involve all departments as much as possible in order to improve the awareness of what the customers’ real needs are and try to focus on providing them with a quick response that meets their needs. 

Are you passionate about your job? 

Sure. Passion comes from afar. My previous experience has allowed me to get to know different types of work and also to experiment with entrepreneurial experiences. My experience with KANSAI HELIOS is that the key account function is valued more than I was used to in the past. As opposed to my previous work experiences, here I can fully focus on the role and consequently, I am more satisfied and motivated to do my job. I find it gratifying to be able to dedicate myself in a more specific and structured way to the position I hold, which suits me better considering my personal characteristics. 

What gives you the most satisfaction? 

The fact that, within the framework of our shared strategies, I have autonomy in exercising my role. This helps me to fuel my motivation because the results are obtained by strong teamwork and synergies between the departments and good communication and relationships with the final customer. My motivation is levered by customer satisfaction and the improvement of sales results. 

What does “resilience” mean in your work? 

The ability to be resilient is expressed every day in our work when we have to think about what our customers’ needs are. Immerse yourself in the reality of the end customer and do not stay detached or rigid with the onesided vision of your own reality, adapt to the various customer contexts, seek an effective solution, give satisfactory and complete assistance, be focused on the customer and in line with our business strategies. This means resilience to me. 

You have recently been defined as an example of resilience and spirit of initiative at company level: can you tell us why? 

I think this is mainly due to the fact that I always try to find a solution by explaining and involving all the people in the team, highlighting to them what the goal of a specific action or activity is so that everyone can be involved and is aware of the actions that are being undertaken. 

Spirit of initiative as corporate DNA: what do you think about it? 

The spirit of initiative is important because it allows people in a group to be able to express their ideas. Surely it is important to take the essence from these ideas by placing them into the company’s reality, trying to integrate them to stimulate the development of the desired corporate culture. Resourcefulness is essential for everyone, starting from the first days of work and for the entire duration of one’s career. Spirit of initiative and continuity combined with the common goal of the managers and the Kansai Helios group are mixed to obtain a great team game. 

In your opinion, are you in a people-centric organization? 

We are in a phase of significant change and an important transition compared to the past. Certainly, the goal of KANSAI HELIOS, which I also personally support, is to give more and more importance to people. The initiatives that are developed are certainly aimed at this end. The process is complex. Corporate culture must be built, we are laying the foundations to be able to do it… We have to increase the awareness of all involved people that our organization is moving towards becoming people-centric.