Account Manager

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