Account Manager in Bridgend

The primary objective of this role is to drive commercial opportunities within a designated account base, utilising up-selling and cross-selling strategies to cultivate a thriving and profitable client base. Seniority within this position is identified and based on the value of the client book being managed. Therefore, to succeed within this position, you will need to have the mindset to grow and nurture your book, and manage/maintain ownership of renewal processes.

What you’ll be doing:

• Responsible for building, maintaining and managing sales opportunities and converting these to successful sales against assigned target.
• Develop trusted relationships with a portfolio of accounts, by liaising with key contacts, and fulfilling your obligations and promises.
• Be an advocate for your accounts within ROCK.
• Act as the escalation point for assigned accounts, alongside the Service Delivery Management team.
• Support on all commercial matters including complaint management, aged debt escalations and dispute resolution.
• Manage all commercial aspects of the account, including project sales, agreement and contract management.
• Maintain accurate sales forecasts, keeping internal systems up to date tracking pipeline against target identifying potential deficits and creating plans to address any shortfall.
• Create and deliver monthly or quarterly business reviews, by drawing on resource from Technology Management and Service Delivery Management for all key and mid-tier accounts.
• Raise projects from successful sales ensuring all relevant information and context is provided to ensure smooth and successful delivery.
• Acquire net new logos to grow your account base from client referrals or digital marketing leads.

The job description is not to be regarded as exclusive or exhaustive and you may be required to undertake various duties as may reasonably be required of you by the company.

What you need to succeed:

• Proven work experience as an Account Manager, Sales Manager, Business Development Manager or relevant sales related role.
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organisation, including executive and C-level.
• Experience delivering client-focused solutions to customer needs.
• Strong negotiation skills with the ability to close deals.
• Experienced in building trusted relationships.
• Determination and resilience.
• The ability to communicate clearly and manage client expectations.

Skills & Competencies:

• Strong IT literacy.
• Solid experience with CRM software (e.g. Salesforce).
• Knowledge of the IT industry, including but not limited to; Managed services, Microsoft 365, Azure, networking and infrastructure, endpoints and cyber security.
• Be a motivated self-starter, a quick learner and be highly organised.
• Have excellent listening, negotiation, problem solving, and presentation abilities.
• Have a high level of verbal and written communication skills.
• Have the ability to build solid relationships both internally and with clients.
• Have excellent complaint management skills with the ability to de-escalate situations balancing both the needs of ROCK and the client.
• Driven to consistently achieve and exceed sales targets while maintaining client satisfaction throughout.
• Full UK driving licence.

What does success look like:

• Delivering month on month sales against assigned target.
• Effective collaboration and communication both internally and externally.
• Continuous improvement in account acquisition strategies, processes, and documentation.
• Maintaining strong relationships with clients and ensuring a positive reputation for the company and a profitable client base.
• Managing strategic growth within your account base, including cross sale of new services and maintaining client retention.
• Supporting on strategic roadmaps with clients, and reporting on sales forecasting.

Measures:

• Achieve IYSOV target for the month.
• No complaints where AM are at fault from Tier 1 – Tier 3 accounts.
• Financial loss where AM is at fault not to exceed 3% of monthly sales figure.
• New incoming quote requests must be progressed within 2 working days.
• Zero billing errors on channel accounts.
• Client losses of no more than 10% of annual desk value.