Account Manager

At Xperience we deliver business efficiencies through Digital Transformation.

We put our clients at the heart of everything we do, helping them create better, faster processes, build stronger customer relationships, strengthen data security, accelerate profitability and position them for growth. That’s why we’ve got over 1,400 clients who are more efficient, more productive and more profitable just because they work with us. And it’s why 95% of our clients say they would recommend us.

But really, it’s our people that make the difference y have the expertise and ambition to collaborate with our clients to guide them towards the optimum solution. Together as a team and through partnerships with world leaders in technology, we provide smart solutions that provide real digital transformation in businesses, including Cloud, ERP, CRM, Managed IT, and Cyber Security.

About the role

The primary purpose of this role is to deliver upon the company’s annual commercial plans. This will involve close collaboration with the Director of Account Management and Sales Directors (Business Applications and Cloud & MIT) and Director of Account Management and to deliver upon the wider Commercial strategy.

This role is based on managing the customer relationship on behalf of Xperience, ensuring maximum customer retention, growth, and customer satisfaction.

Account Managers will also be expected to support other members of the Commercial Team. This may include, but not be limited to, attending meetings, preparing quotations, processing orders and renewing contracts.

The role is telephone and client facing, engaging regularly with our clients to provide business solutions, through a consultative sale, owning the investigation and resolution of client issues.

This is a great opportunity to join a fast paced, rapidly growing company with big ambitions for the future. You’ll be joining a collaborate and supportive culture where career development is a key priority for us.

• Managing the day-to-day activity within the allocated existing client base being both reactive, and proactive in providing the best service
• Ensuring full utilisation of the CRM system to help deliver account strategies and key account listing compliance
• Maintaining the use of the Sales Assistance process within CRM, to ensure that any pre-sales requirement is logged enabling other departments to organise their time.
• Delivering upon the proposed sales targets, not only on an individual level, but also as part of the Account Management team
• Driving opportunities for Cross Sell and Upsell sales to generate additional revenue streams within the existing client base
• Managing new leads and opportunities through the sales process to facilitate accurate and reliable sales pipeline and forecast reporting
• Conducting fact find calls to understand the client needs/problems/goals, follow-up activities to support and close sales, and maintain processes and procedures to track activity
• Providing a pro-active and elevated level of customer service & management
• Focusing on customer retention achieving a net zero customer attrition of contracts
• Ensuring Accounts Plans are in place for Strategic and Growth clients to drive Cross-Sell and Upsell opportunities and to achieve maximum growth within the client base
• Working with the wider delivery teams, engaging them for pre-sales technical assistance when required and recording all engagement through the Sales Assist process
• Working with the Marketing Team to help develop marketing content, campaigns and lead generation activity
• Liaising with the Delivery teams to ensure a consistent and smooth handover of client projects from sale to delivery
• Proactively delivering ongoing client service improvement by engaging regularly with clients and be the escalation point for client issues either directly from the client or via the wider Commercial and Support teams
• Working collaboratively across departments and locations, demonstrating company values and behaviours
• Taking responsibility for one’s own professional development, through continuous learning and provided training, to ensure that product knowledge is maintained.
• Maximising…