Job title: Account Manager
Company: Capital Recruit
Job description: CLIENT ACCOUNT MANAGER
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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
Salary R25,000 to R30,000 plus commission
Expected salary: R25000 – 30000 per month
Location: Sandton, Johannesburg
Job date: Tue, 05 Mar 2024 23:41:01 GMT
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