Account Manager

1 month ago

Sandton, South Africa Capital Recruit Full time

CLIENT ACCOUNT MANAGER


Description:

To build and grow the client base by being proactive with our clients, ensuring they get superior service and added value. Building and strengthening client relationships to achieve long-term partnerships. Partnering with the technical team to deliver expert technical support and advice. Drive customer capability, building awareness initiatives across, products services, and new technology trends.

Deliver a superior customer experience by managing clients' needs and expectations.


Job purpose The role of the Account Manager is to:

  • Build and maintain client relationships
  • Deliver a superior customer experience by proactively managing client needs and expectations
  • Partner the technical team to deliver expert technical support & advice
  • Drive customer capability building and awareness initiatives across products, services, and new technology trends
  • Build & grow the Westech client base through proactive business development in target segments.


Key responsibilities Account Management:

  • Generate and act on client leads, calling on clients, conducting audits, generating SLA agreements and presenting proposals
  • Convert leads into sales & generate appropriate SLAs leveraging best practice sales methodology
  • Conduct client audits to provide quotations as well as with existing clients for SLA renewal / SLA review / IT recommendations
  • Build and maintain client relationships post-sales
  • Develop and Implement call cycles, processes, and routines to proactively engage & maintain client relationships
  • Partner with clients strategically by demonstrating exceptional client & IT knowledge and providing business-relevant advice & support in advance of the need.
  • Anticipate client needs based on business growth and technical expertise and support their IT infrastructure development including supporting preventative maintenance to ensure business continuity& competitive advantage through IT enablement - long-term
  • Demonstrate a strong understanding of client business needs, develop proposals for products and services, and communicate how these technical value-added solutions will address those needs (strategically partner with clients proactively)
  • Partner with the IT support team leaders in ensuring proactive support of client IT infrastructure and transitioning all clients to stable environments
  • Conduct business development and account management ethically ensuring the integrity and reputation the company and or the client are not compromised (provide only what clients need/is relevant, ensure ethical business practices with client sand suppliers, etc.)
  • Partner with the technical team to create and document innovative, business-relevant solution specifications for all clients (new and existing) based on needs analysis and audits
  • Act as the point of contact for all key account customers and coordinate technical team response through the appropriate channels
  • Partner with technical teams on installations & new clients, ensuring client integration is effectively and continuously monitored for the first few months of service provisions
  • Generate sales reports and present metrics and critical/key business
  • information to clients for their business decision-making
  • Actively research and monitor the market and competitive landscape providing recommendations for differentiation & strategic decision-making.
  • Develop accurate sales forecasts demonstrating strong market (sales cycles, market potential, competitor activity, and industry trends) and customer-specific knowledge.
  • Meet and exceed sales targets and goals (direct & indirect channels)
  • Meet and exceed customer experience goals and objectives
  • Actively build partner and supplier relationships that are a source of leads and clients and or enable superior customer service to Westech clients
  • Business Development
  • Beyond call-ins and web-generated leads, proactively identify sales growth opportunities across segments and industries and convert into operational sales plans on a monthly, quarterly, and annual basis
  • Create a business development plan for the active pursuit of new clients through networking, cold calling, and other methods identified
  • Proactively network and attend relevant forums/events as agreed to generate client sales (e.g. small business forums, industry forums, technical conferences etc.)
  • Act as a brand ambassador for building brand awareness at every opportunity and promoting products and services. Maintain up-to-date knowledge of industry trends, technical developments and government regulations e.g. POPI that affect target markets
  • Research and develop lists of potential customers; regularly follow up on leads and developing leads, and acting to close deals
  • Determine sales strategies and goals for each product and service.

Key performance

  • Measures The Key Performance Indicators of this position are:
  • Responsiveness, problem-solving, customer satisfaction, and building long-term relationships that lead to additional revenue.
  • Promoting client growth, and bringing in long-term streams of revenue.
  • Maintain accurate client records, keeping track of any contract updates and renewals.
  • Work with sales and other internal teams to develop strategic marketing plans and ensure KPIs are being met.
  • Develop a thorough understanding of our products and service offerings to better upsell and cross-sell to clients.
  • Creating referenceable clients and customer lifetime value.
  • Sales
  • Achieve sales targets (indirect selling)
  • Achieve lead generation & proactive selling targets (direct selling)
  • Customer & Supplier (where relevant)
  • Satisfaction & service quality
  • Retention
  • Acquisition (through proactive cold calling/lead generation)
  • Attrition (regrettable based on poor quality service/turnaround times)
  • Collaboration & Internal team satisfaction
  • Turnaround times


Required Proficiency Levels on Competencies

  • Qualifications /Knowledge
  • Minimum Matric qualification with a strong background in sales and account management within a technology environment including - IT software/hardware knowledge
  • Sales / IT or office administration qualification would be an added advantage.
  • Experience A minimum of 3-5 years experience in sales within a technology environment.
  • Experience in dealing with customers & relationship management

High-Level Competencies / Capability Requirements:

  • IT hardware & software including products, services & advisory
  • Computer literacy & proficiency
  • Influencing
  • Networking
  • Sales & Account Management
  • Strong interpersonal and relationship management skills
  • Problem-solving
  • Customer Service
  • Customer Insight
  • Business writing/report writing
  • Organizational Skills & prioritization
  • Attention to detail including accuracy
  • Systems knowledge
  • Administration
  • Numeracy


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