Senior Account Manager

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 likely to include mid‑tier companies, multinational corporates and similar.
• Customer Relationship Management / Account Management Develop and implement relationship management plans for complex 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. Manage ongoing relationships with identified 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 Collaborate internally and work as the customer champion in cross‑functional teams to build strong external customer relationships.
• Customer Relationship Development / Prospecting Develop and implement a relationship management plan for potential 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.
• Customer Relationship Management (CRM) Data Enter customer information that has been gathered through research and/or through direct customer contact into the customer relationship management system, to ensure that the organization has quality data to enable effective customer retention and business development activities OR Ensure that team members maintain up‑to‑date customer relationship management data, identifying and resolving issues.
• Sales Opportunities Creation Develop a personal network within the sales territory and represent the organization at trade shows and other events to identify sales opportunities, promote the organization, and enhance its reputation.
• Operational Compliance Maintain and renew a deep knowledge and understanding of the organization’s policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. OR Identify, within the team, patterns of non‑compliance with the organization’s policies and procedures, and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these 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 in‑depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

• Customer Focus Builds strong customer relationships and delivers customer‑centric solutions. For example, digs deeply into customer feedback and drives the innovations that can enable the organization to better meet customers’ future needs. Frequently adjusts approach to ensure customer needs are met and to improve service.
• Business Insight Applies knowledge of business and the marketplace to advance the…