Account Manager

**The Company**:4D Innovations Group (Pty) Ltd t/a **ESET Southern Africa**

**Role Name**: Account Manager (High Volume)

**Location**: Belmont Square, Rondebosch, Cape Town

**Hours of work**: Monday - Friday, 08:30 to 17:00

**Role summary**:
**Daily Responsibilities**:
1. Processing of tickets in the ticketing queues.
- Oversee the sales queue with the bulk of these tickets to be handled timeously.
- Tickets to be closed as soon as possible.
- Tickets to be closed with a message to confirm completion of ticket.
- All tickets that arrive before 17:00 need to be attended to on the day.
- Tickets that are not closed on the day need to be updated with a message as to why they are not closed and moved to the pending queue and ensure the follow up is done timeously.
- Tickets in queue addressed to someone else need to be owned to that person immediately.
- Assist with the processing of sales tickets in the sales queue.
- Assist with all tickets and calls of Consultants that is out of office.
- Ensure POS/promo items sent to partners.

3. Assist partners via telephone
- Assist partners with PartnerZone queries.
- Assist partners with basic account queries.
- Create partner demo licenses and quotes
- Follow up on trials issued, as well as those that have expired.
- Create Partner Internal demos

4. Liaise closely with the Marketing Manager to maximise coverage and create demand within your Managed accounts.

5. Own and exceed the quarterly revenue target. Provide forecasting and update account/opportunity detail in weekly feedback meetings.

6. Adherence and completion of quarterly OKR's. These include partner visits, new partner signups, account management and review, revenue (billings) growth, as well as additional OKR's included as the IAM strategy progresses.

7. Understand and establish relationships with key contacts within partner accounts.

8. Identify new business drivers.

9. Match ESET solutions to the partner’s business needs, challenges, and technical requirements.

10. Execute solution selling to existing partner base and new prospects.

11. Processing of quotations and orders for partner accounts where applicable
- Create quotes for partners
- Notify Channel Manager of quotations above R20 000 in value.

12. Partner Lifecycle Management
- Application processing
- Introductory Meeting
- Sales Training
- Creation of Accounts on Education Centre and MSP (where applicable)
- Provision of Internal licenses
- Arranging technical training
- Relationship Management & Support

13. Escalation of client or partner issues to Channel Manager
- Any complaints to be escalated timeously.
- Queries that need assistance or for which answers cannot be determined to be escalated.

14. Perform any reasonable tasks / duties requested by management.

15. General Admin
- Event management (assisting marketing), phoning clients, event material
- Calling campaigns informing partners of incentives, campaigns, promos, new products, etc.
- Travel organisation
- Data capturing
- Research/sourcing product material

**Educational qualifications/Experience**:

- Education Level - NQF Level 5 or above
- Software knowledge - MS Suite, PBX, CRM.
- 2-3 years of experience in account management, sales, or related role
- Proven track record of managing and growing a portfolio of partners.
- Demonstrated success in developing and maintaining strong customer relationships.
- Problem-solving and negotiation skills
- A track record of meeting or exceeding sales targets.

**Requirements**:

- Strong track record of exceeding sales objectives and targets
- Excellent written and verbal communication skills.
- Ability to forecast.
- Great relationship skills, tenacity, brand, resilience and inter-personal/presentation skills.
- Works well under pressure.
- Ability to work as part of a team.
- Ability to continuously improve. Always open to learning.
- Efficient time management.
- Going above and beyond the customers/partners expectations
- Patient and friendly disposition.
- Understands and is committed to always displaying ESET's core company values