Client Account ManagerA well-established IT Support company based in Sandton is looking for an experienced Client Account Manager to join their dynamic team.Duties & ResponsibilitiesJob purposeThe role of the Account Manager is to:Build and maintain client relationshipsDeliver a superior customer experience by proactively managing client needs and expectationsPartner the technical team to deliver expert technical support & adviceDrive customer capability building and awareness initiatives across products, services and new technology trendsBuild & grow the company client base through proactive business development in target segmentsKey responsibilitiesGenerate and act on client leads, calling on clients, conducting audits, generating SLA agreements and presenting proposalsConvert leads into sales & generate appropriate SLA's leveraging best practice sales methodologyConduct client audits for the purpose of providing quotations as well as with existing clients for SLA renewal / SLA review / IT recommendationsBuild and maintain client relationships post salesDevelop and implement call cycles, processes and routines to proactively engage & maintain client relationshipsPartner clients strategically by demonstrating exceptional client & IT knowledge and providing business relevant advice & support in advance of needAnticipate 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 termDemonstrate a strong understanding of client business needs, develop proposals for company products and services and communicate how these technical value added solutions will address those needsPartner the IT support team leaders in ensuring proactive support of client IT infrastructure and transitioning all clients to stable environmentsConduct business development and account management ethically ensuring the integrity and reputation of company and or the client is not compromisedPartner the technical team to create and document innovative, business relevant solution specifications for all clients based on needs analysis and auditsAct as the point of contact for all key account customers and coordinate technical team response through the appropriate channelsPartner technical teams on installations & new clients, ensuring client integration is effectively and continuously monitored for the first few months of service provisionsGenerate sales reports and present metrics and critical / key business information to clients for their business decision makingActively research and monitor the market and competitive landscape providing recommendations for company differentiation & strategic decision makingDevelop accurate sales forecasts demonstrating strong market and customer specific knowledgeMeet and exceed sales targets and goals (direct & indirect channels)Meet and exceed customer experience goals and objectivesActively build partner and supplier relationships that are a source of leads and clients and or enable superior customer service to company clientsBusiness DevelopmentBeyond call in's and web generated leads, proactively identify sales growth opportunities for company across segments and industries and convert into operational sales plans on a monthly, quarterly and annual basisCreate a business development plan for the active pursuit of new clients through networking, cold calling and other methods identifiedProactively network and attend relevant forums / events as agreed to generate client salesAct as a brand ambassador for company building brand awareness at every opportunity and promoting company products and servicesMaintain up-to-date knowledge of industry trends, technical developments and government regulations that affect target marketsResearch and develop lists of potential customers; regularly follow-up on leads and developing leads, and act to close dealsDetermine sales strategies and goals for each product and serviceKey Performance MeasuresThe 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 renewalsWork with sales and other internal teams to develop strategic marketing plans and ensure KPIs are being metDevelop a thorough understanding of our products and service offerings to better upsell and cross-sell to clientsCreating referenceable clients and customer lifetime valueAchieve sales targets (indirect selling)Achieve lead generation & proactive selling targets (direct selling)Customer & Supplier Satisfaction & service qualityRetention and Acquisition (through proactive cold calling / lead generation)Collaboration & Internal company team satisfactionTurnaround timesDesired Experience & QualificationQualifications / knowledgeMinimum Matric qualification with strong background in sales and account management within a technology environment including IT software / hardware knowledgeSales / IT or office administration qualification would be an added advantageExperienceA minimum of 3-5 years' experience in sales within a technology environmentExperience in dealing with customers & relationship managementHigh Level Competencies / Capability requirementsIT – hardware & software including products, services & advisoryNetworkingStrong interpersonal and relationship management skills
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