Account Manager

Description

Role Purpose:

The Account Manager is responsible for the full sales lifecycle as it pertains to clients of the company. The Account Manager is responsible for maintaining strong customer relationships and client satisfaction. They oversee the Business Technology Review process designed to retain existing clients, ensure client systems are supportable and provide clients an outstanding technology experience. The role is responsible for collaborating with the Sales Engineer to design and successfully deliver professional services projects to meet their business objectives. The Account Manager will also assist the VP of Client Service and the team with recruiting new prospective clients.

Role Responsibilites: 

• Work with active clients to develop a deep understanding of their needs and translate those needs into solutions that are stable, supportable, and enhance client productivity.
• Manage the Business Technology Review process to ensure client satisfaction and account profitability by:
• Maintaining strong business relationships with key client stakeholders
• Ensuring Total Networks consistently delivers great value to our clients
• Ensuring clients understand and follow best security practices
• Effectively planning and budgeting IT spend to minimize downtime and eliminate surprises
• Keeping clients in compliance with software licensing agreements
• Facilitate root cause analysis of recurring issues and their resolution
• Educating clients about new technology options
• Solicit and receiving client testimonials
• Following up to ensure action items are completed and clients are happy
• Effectively communicate purchasing options to clients, accurately quoting hardware, software, labor and leasing terms
• Investigate and respond promptly to any negative service ticket reviews from assigned clients
• Coordinate with VP of Technical Services, Service Delivery Manager, Support Team Manager and/or Professional Services Manager to define statements of work and available schedules for assigned client project work. Set expectations with clients for project delivery dates. Coordinate with the project manager on communication with the client on updates to clients during projects and submit change orders where required
• Respond to client questions regarding invoices and help ensure that appropriate expectations are set and met regarding client costs 
• Keep current on the technology market and industry trends, and optimal technology  

Role Requirements: 

•   BA/BS, preferably in marketing, advertising, business management or related field – very strong sales experience may be considered in lieu of a degree
• At least 3 years of sales experience is expected, more sales experience is desirable
• Possess a track record of managing customer relationships, negotiation, and closing sales
• 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
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Ability to multi-task and adapt to changes quickly
• Typing skills to ensure quick and accurate data entry
• Self-motivated with the ability to work in a fast-moving environment 

Role Expectations:

•   Attend weekly client focus meetings with technical team and provide monthly reports detailing accomplishments, client risks and progress towards quarterly assigned goals
• Attend meetings with prospective new clients as needed
• Escalate client issues to Vice President of Client Services as required
• Maintain strategic vendor and industry contacts to ensure an effective and reliable supply chain
• Review publications and online materials to remain up to date with current and future trends emerging in the industry