Account Manger

**Overview**:
As an Account Manager, you will be responsible for client-facing activities pre and post acceptance of sales proposals. Activities include: New business prospect meetings, project planning & on-going client management. An astute Account Manager has the ability to balance client demands with internal timelines & ensures that projects remain on schedule, on budget and delivers to client satisfaction. An account manager is both diplomatic yet firm, a strategic thinker who performs well under pressure and is able to support new business development, manage / grow multiple customer accounts while driving profitability, client loyalty and satisfaction.

**Requirements**:

- Minimum of 2 year of project management & client relationship management experience
- Completed a post-secondary diploma or degree, or has relevant business experience
- Professional presentation and public speaking skills
- Excellent command of the English language: written, spoken, grammar, writing and mathematical skills for business correspondence and reporting
- Excellent time management, organisational, problem solving and analytical skills
- Monitors and facilitates operation’s activities to ensure that all deliverables are running according to project plan and takes action to avoid/resolve problems and/or seeks senior management assistance if issues are beyond their control
- Attention to detail
- Ability to service several clients at one time
- Ability to support new business development initiatives
- Ability to work well under pressure and possess a high degree of tenacity
- Proficient with Microsoft Office
- Aptitude for technology and software
- Excellent negotiator

***:***:**Responsibilities**:***:**
New business development: Potential new clients**:

- Identify suitable client leads.
Facilitate sales pitches.
- Follow-up on clients with an interest in procuring services from nudge.

**Relationship Management: Existing clients**:

- Build on-going client relationships to ensure loyalty and satisfaction.
- Get to know the client’s business/industry.
- Developing a strategic relationship where nudge becomes a major component of the market research plans of the client
Identify “at-risk” clients
- Implement churn reduction strategies

**Account Management & Growth: Existing clients**:

- Manage contracts and addendums - keep up to date and flag for expiry dates
- Support in the renegotiation of contracts
- Understand the nudge offerings and up-sell clients when appropriate
- Maintain accurate customer records
- Regular updates to senior management
- Take meeting minutes/notes
***:**
Financial Management**:

- Ensure accurate timekeeping
- Ensure all projects remain on scope and on budget (project profit review)
- Ensure accurate and timely invoicing on all accounts (invoice request & approval)
- Accurate revenue recognition of phases
***:**
New Project Set-up**:

- Lead client kick off call / meeting and weekly status calls
- Create and manage project timeline
- Coordination of administration tasks e.g. signed statement of works, billing, contracts etc.
- Ensure a recruitment plan is designed and deployed. Including social media recruitment, incentives, panel member etc.
- Where applicable - Manage the Creative and Skinning process for survey or website design

**Insight Communities and Panel Management**:

- Ensure welcome survey set-up and management
- Ensure community insight satisfaction survey set-up, management and reporting
- Ensure the creation of incentive schedules and ensuring on-going management
- Newsletter creation
- Create engagement plan
- Consult on retention strategy
- Consult on recruitment strategy
- Ensure panel health, member satisfaction report creation and delivery
- Ensure regular member portal and member hubs updates.
- Monitor support exec admin tasks such as support mailbox management.

**Project Management**:

- Set-up of project deliverables
- Communicate with client on status of projects
- Quote preparation (Costing and proposal)
- Billing preparation (Costing and proposal)
- Communicate with internal teams on an ongoing basis regarding project status
- Management of recruitment (E-mail invitations, SMS invitations, Social Media adverts, Recruitment budget targets)

**Technical /Product Knowledge**:
Understanding of key functions related to software used by nudge:

- Sparq
- Survey Gizmo / Alchemer
- Maru
- Customer Experience dashboard platforms
- XERO
- Please note: As all IQbusiness roles requires honesty in the handling of or access to cash, finances, financial systems or confidential information; our recruitment process requires that the following background checks be completed: credit, criminal, ID and qualification verification._