SUMMARY
This role is 70% account management and 30% new business. Key account management includes sales but also includes planning and managing the full relationship between Acuutech and its most important clients.
To manage the commercial relationship with existing clients. Proactively contacting clients to maintain a consistent high level of service delivery, whilst identifying further new business opportunities.
Meeting with clients face to face or via webinar technologies to provide educate and promote the business through presentations, and other account analysis.
Maintaining the revenue and gross profit of each account ensuring they remain profitable in line with annual targets, exhausting all additional revenue stream opportunities.
Managing the implementation of any new services with the assistance of the Roll-out–coordinator.
Working with the relevant staff to ensure that service requirements are understood and implemented in line with client expectations.
PRIMARY DUTIES
- Build upon Acuutech’s loyal customer base and sustain strong customer relationships by developing a comprehensive understanding of each customer’s business (by personal visits, telephone calls) and requirements in order to generate and maximising the revenue.
- Develop robust strategic plans to consolidate Acuutech’s products and services as the preferred provider with customers (develop relationships into partnerships)
- Identify new business opportunities (up-sell additional services) and coordinating with the Client Solutions Team, provide quotations and proposals (within SLA’s).
- Proactively assess, clarify, and validate customer needs on an ongoing basis.
- Provide customers with relevant information (unprompted or in response to enquiries) about Acuutech’s products and services (including products and services in the pipeline)
- Progressive manage an opportunity pipeline, closing all possible opportunities to achieve a Gross Profit result in line with quarterly targets.
- Cold-calling in order to create interest in products and services, generate new business leads and arrange meetings.
- Identifying and developing new business through networking and courtesy and follow-up calls.
- Ensure that all clients understand the services on offer from Acuutech and other group companies.
- Ensure the upkeep of electronic records using our CRM Systems To project manage the roll-out of all new contracts and services.
- Measure Customer Levels of Satisfaction monthly and develop and implement improvement plans to ensure that high levels of customer satisfaction are maintained.
- Manage contract resolution to the satisfaction of the customer and senior management when disputes occur over products and services provided.
- Manage the transfer process from prospects to new customers (take-on) and ensure customer expectations are met.
- Account Manager ensure to work to Acuutech’s value statements (vision, mission statements, company policies etc.) and uphold and promote them.
- Be aware of market trends, maintaining a high level of knowledge about the latest industry developments (and competitor activity).
- Monitor consumer trends to advise on how to improve performance.
- Produce reports (weekly, monthly etc.) on all aspects of account activity to the CEO.
- Carry out analysis and produce reports on a monthly and as and when required basis.
- Daily liaison with other members of the team to provide information and ensure that customers receive excellent customer service.
- Develop a comprehensive understanding of the principle operating contracts used by Acuutech.
- Maintain comprehensive records of activity (personal diary etc.).
- Provide input to the senior management team on pricing structures for products and services provided (based on value-add rather than cost-plus).
- Provide input (information and slides) as required on new business development activity.
- Uphold the business processes and procedures, and when necessary make recommendations for improvements to ensure they are fit-for-purpose.
- You must be a confident and articulate communicator with attention to detail, excellent written skills and the ability to write reports and produce quality presentations.
- You must be focused and output driven, with strong time management skills, able to meet deadlines and manage multiple tasks.
- To undertake tasks and projects as agreed that are within jobholders experience, skills and capabilities.
- Ensure relevant industry Sales certifications are kept up-to date provided by Acuutech’s main partners (e.g. Microsoft , Cisco & Citrix).
- Undertake any other duties within their competence as may be required from time to time.
SHARED DUTIES
This role is a vital link between field sales, operations and the customer this job requires regular contact with, and some travel to, customer locations. You shall:
- Ensure all responsibilities are met in accordance with company procedures and the Staff Handbook
- Maintain confidentiality of all company material and data which is not in the public domain
- Be flexible to be able to work beyond standard hours without further payment when necessary to meet objectives
- Keep up to date with the company service offerings as they pertain to their role.
