Account Manager Information Technology Services

SUMMARY:
Account (Sales) Manager with experience in Information Technology services needed. Focus on Client relationship management, up sell or cross sell service delivery management, account service improvement and CRM management (Office365, Sharepoint, Automations etc.).

POSITION INFO:

The Account Manager is responsible for the full sales lifecycle as it pertains to the current customer base of the company. This position must farm active customers to up-sell products and services by developing a thorough understanding of their business needs.

• Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team.
• Communicate with all parties in a constructive manner to guarantee customer expectations are met.
• Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary.
• Perform customer follow-up to verify final resolution and determine satisfaction level on issues, service and projects.
• Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
• Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements.
• Ensuring that risks are identified, communicated, and mitigated and that services and projects are delivered successfully through to production.
• Design and maintain process documentation for the client and internal team.
• Manage the process of implementing change efficiently and effectively.
• Work with active customers to develop a deep understanding of their needs and translate those needs into product requirements that satisfy their demands.
• Cross-selling and up-selling services and solutions to existing accounts.
• Qualify new sales opportunities for current customers.
• Receive requests for service and product details from customers and provide timely responses.
• Conduct onsite or online presentations that showcase the services and products of the company to active customers.
• Work with management to develop proposals, quotes and respond to RFP/RFI documents.
• Effectively communicate features and benefits of solutions and manage prospect expectations throughout the lifecycle of the account.
• Manage the complexity of service proposals, contracts, lease agreements and service level agreements.
• Maintain in-depth product knowledge of the service offerings of the company.
• Perform sales procedures through activities and opportunities in ConnectWise and remain compliant with defined policies and procedures.
• Achieve and maintain a positive rapport with prospects and work to give them the best possible service.

Additional duties

• Identify areas for improvement and make constructive suggestions for change.
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
• Escalate service desk issues to the CTO as required.
• Ensure consistency of existing systems through creating, maintaining, and enforcing standards/procedures for implementing solutions.
• Communicate escalated issues to customers: keeping them informed of progress, notifying them of impending changes, agreed outages, etc.
• Maintain specific knowledge of the customer and how our service relates to their business strategy and goals.
• Attend weekly sales meetings and ensure sales opportunities are compliant with company policy.
• Prepare, schedule and attend monthly client meetings for reporting and services feedback.
• Develop in-depth knowledge of the service catalogue and how it relates to customer’s needs.
• Document internal processes and procedures related to duties and responsibilities.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University.
• Enter all work as activities or service tickets in ConnectWise.

Requirements

• Diploma or Bachelors, preferably in marketing, advertising, business management or related field.
• 3 years of sales or customer relations experience.
• Sales experience with selling relevant services and products.
  • Possess a track record of managing the customer commitment, negotiation, and closing of the sales process.
  • Demonstrated level of success in the development of client relationships.
  • Enjoy working with customers and external audiences.
  • High energy and drive with good negotiation skills.
  • Proficient with general office applications.
  • Strong organizational, presentation, and customer service skills.
  • Skill in preparing written communications and materials.
  • Ability to multi-task and adapt to changes quickly.

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