Responsibilities

Key Account Management

Manage and develop important customer relationships with guidance from senior colleagues, and/or manage an account team delivering day-to-day support. Customers are likely to include mid-tier companies, multinational corporations, and the like.

Customer Relationship Management / Account Management

Develop and implement a relationship management plan for existing customer accounts to identify and build relationships with relevant decision-makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues. Collect feedback from identified customers or customer segments to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on customer input.

Customer Needs Clarification

Set clear objectives for each sales call or meeting; tailor standard materials to make presentations to decision-makers and influencers within the customer organization; and ask relevant questions to gather information, to evaluate the customer’s level of interest, and to identify and respond to areas requiring further information or explanation.

Sell Customer Propositions

Use personal expertise to identify the complex standard products and/or services offered by the organization that meet the customer’s needs, together with quantities and product configurations. Present these to the customer with a clear rationale and at standard commercial terms, referring to senior colleagues where necessary to ask for concessions (e.g., price reduction) that gain the customer’s agreement.

Promoting Customer Focus

Assist with the development of internal communications and work collaboratively with colleagues to build strong external customer relationships and meet customer needs.

Customer Relationship Development / Prospecting

Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships. Act as first point of contact for customer queries and complaints and resolve them, referring complex issues to others and ensuring that the customer receives an appropriate response.

Customer Relationship Management (CRM) Data

Monitor team members’ use of the CRM system, identifying and resolving standard issues and escalating them to a senior manager as appropriate.

Sales Opportunities Creation

Identify potential customers by obtaining information, referrals, and recommendations from existing customers and other contacts and/or through participation in trade shows and conferences.

Operational Compliance

Identify, within the team, instances of noncompliance with the organization’s policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.

Personal Capability Building

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Skills

Building Trust, Buying Process, Client Needs Assessments, Consultative Selling, Customer-Focused, Customer Service, Customer Understanding, Identifying Customer Needs, Identifying Sales Opportunities, Sales Data Management, Sales Software, Strengthening Customer Relationships, Upselling

Competencies

Action Oriented

Builds Networks

Business Insight

Collaborates

Communicates Effectively

Customer Focus

Directs Work

Ensures Accountability

Education

Bachelor of Accounting (BAcc): Chartered Certified Accountant