Account Manager

This role will be working closely with other internal teams/employees, to provide class leading support to our varied customers during the account management and sales of IT systems and solutions. The role is varied, engaging and encompasses a wide range of organisational and sales skills required to maintain the standard of services the company provides to its clients

The role will manage a number of customer accounts, working with the Senior Account Manager, Head of Sales and Sales Support team to achieve excellence for our customers

While the items on this document form the core of the day-to-day role, additional activities maybe requested of you, and therefore a goal-oriented mindset and exceptional organisational skills are required to be a part of this team. As a pro-active member of the team, you would be expected to help in any reasonable request.

Some of the skills we are looking for include: –

• Excellent organisational and multi-tasking skills
• Good Time Management
• Good customer service skills
• Good general education
• Administrational experience
• Experience of using ICT including Microsoft 365 applications and CRM systems (such as Dynamics 365, Salesforce or others)
• Proactive approach to sales
• Able to demonstrate good accuracy and attention to detail
• Ability to work under strict, and often tight, deadlines.
• A team player with high level of dedication
• Have excellent communication and negotiation skills and be customer service orientated.
• Liaising with other departments within the business for day to day running of our customer relationships.

Communication

• Communicating with the company’s customers on a regular basis
• Holding regular meetings with all of the accounts under your stewardship and where possible, face-to-face
• Communication in writing of the outcomes of all face-to-face meetings and conference calls
• Communication with service delivery teams within the business via email, telephone and face-to-face, whichever is appropriate
• Communication with the Sales Support team to ensure that quotes, proposals and other documents are issued in a timely fashion

Systems & Reporting

• Working with the Sales Support team to ensure that information about your customers is kept up to date in our systems
• Using the systems to produce reporting on data about your customers, including spending performance and other metrics

Specific Duties

• Manage an assigned number of existing customer accounts ensuring the company provides an excellent standard of customer service whilst being responsible for developing long-term relationships with customers and overseeing the sales/services provided, including cross selling.
• Regular face-to-face meetings with customers. Some of these meetings will be themed (such as a Quarterly Business Review, or Hardware Assessment) based on our Account Management Processes.
• Responding to/making telephone calls and emails to customers, in particular those contacts that work within your designated accounts.
• Reporting to customers about their IT related assets and services
• Reporting to the Senior Account Manager regarding the performance of your customer base including managing and delivering on your sales targets and KPIs.
• Responding to inbound sales leads for new business where required
• Identify opportunities for sales and cross sales using our internal systems especially our Intranet
• Understanding leasing and when to use it as an effective sales tool.
• Keeping well-organised files and records of the business activity through internal sales tools i.e. Outlook, other M365 applications and the ESP Intranet System (CORE)
• Working with the Sales Support team to produce and maintain accurate written records of meetings held with customers
• Raise internal and external conflicts with your Senior Account Manager and provide solutions to customers in a timely manner.
• Working with the technical department to organise and introduce new products and services to our customer base.
• Working with the Marketing Manager to develop sales and marketing plans where appropriate.

General Duties

• While the above sections form the core of the day-to-day role, additional activities maybe requested of you, and as a pro-active member of the company you would be expected to help in any reasonable request.

Reporting To

Senior Account Manager

Direct Reports

This role currently has no direct reports.

Working Closely With

• Senior Account Manager (who reports to the Head of Sales)
• Other Account Managers
• New Business Team
• The technical team including the managers within
• HR Manager
• Finance Team
• Software development team
• Sales Support team
• Other staff as deemed necessary

Within the Account Management role, there are several specialisms that could be undertaken as the role develops.  You may be made responsible for one or more of these roles over time.  Your individual role may develop more quickly or slowly into one of these positions, depending on the progression of the company and on your own training progression.  These roles are expected to be as follows;

• Product Development Specialist – Working with the technical team to develop new products and services and ingrain them within the sales team to ensure good customer saturation
• Connectivity & Telecoms – Approaching and acquiring customers specifically in the Connectivity area of the business, also delivering specialist connectivity account management
• Security – Approaching and acquiring customers specifically in the security area of the business such as access control and CCTV also delivering specialist security account management.
• CORE Software – approaching and acquiring customers that need software solutions where our CORE Software Solution can fill the gap.