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.
Responsibilities
* Manage the day-to-day activity within the allocated existing client base being both reactive, and proactive in providing the best service
* Ensure full utilisation of the CRM system to help deliver account strategies and key account listing compliance
* Maintain 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.
* Deliver upon the proposed sales targets, not only on an individual level, but also as part of the Account Management team
* Drive opportunities for Cross Sell and Upsell sales to generate additional revenue streams within the existing client base
* Manage new leads and opportunities through the sales process to facilitate accurate and reliable sales pipeline and forecast reporting
* Conduct 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
* Provide a pro-active and elevated level of customer service & management
* Manage the Contract Renewal Process, ensuring that all client contracts are delivering maximum profitability for the organisation, ensuring that renewal invoices are issued on time and that WIP is managed
* Focus on customer retention achieving a net zero customer attrition of contracts
* Ensure 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
* Work with the wider delivery teams, engaging them for pre-sales technical assistance when required and recording all engagement through the Sales Assist process
* Work with the Marketing Team to help develop marketing content, campaigns and lead generation activity
* Liaise with the Delivery teams to ensure a consistent and smooth handover of client projects from sale to delivery
* Proactively deliver 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
* Work collaboratively across departments and locations, demonstrating company values and behaviours
* Take responsibility for one’s own professional development, through continuous learning and provided training, to ensure that product knowledge is maintained.
* Delivery of Sales targets
* Minimise customer and contract attrition
* Conduct customer reviews at regular intervals
* Review, and renew customer contracts
* Create and progress a sales pipeline to meet sales objectives
* Previous experience in sales / account management
* Proven ability to meet and exceed sales targets
* Strong influence and negotiation skills with key stakeholders at all levels of an organisation, including executive and C-level
* Proficient in Microsoft Word and Excel
* A willingness to travel across England to client sites
* Valid Right to Work in the UK (We do not currently hold a visa sponsorship licence)
* At least 3 years of experience in sales / account management
* A driving licence that allows you to drive in the UK and access to your own vehicle for business use, for travel to rural client sites, would be an advantage
* Industry sector knowledge of Cloud Computing, Managed IT services, ERP and CRM
* Experience in the use of Connectwise
* Experience of Microsoft Licencing and pricing
Benefits Package
* Private Medical Insurance on completion of probationary period for you, with option to add spouse and children and reduced cost*
* Salary Sacrifice Pension Scheme, 5% ER, 3% EE contributions
* Death in Service Benefit x 3 time base salary from commencement of employment
* Generous 30 Day Annual Holiday Entitlement (Jan-Dec)
* 8 Public Holidays
* Additional Guaranteed Birthday Leave- 1 Day
* Volunteering Day per year to support an Xperience chosen charity, or a charity of your choice
* Enhanced Sick Pay on completion of probationary period
* Bereavement Leave Policy
* Enhanced Parental Leave Policy
* Long Service Awards commencing from 1 years’ service
* Monthly/ Annual Recognition Awards
* 36.25 hours working week
* Hybrid Working*
* Salary Sacrifice Cycle to Work Scheme*
* Salary Sacrifice EV Scheme coming soon*
* Employee Referral Bonus of £1500 per hire
* Discounted IT Purchase Scheme
* Company Funded Social Events
* Easily accessible and free car parking*
Competencies required for role
* Building Relationships & Influencing - Considers and adapts approach based on audience to achieve desired result
* Results Focussed - A results-orientated employee who sets challenging goals and achieves results, whilst prioritising tasks and overcoming obstacles
* Client and Commercial Focus - Has good product awareness seen as a trusted advisor in the clients eyes
* Judgement and Decision Making - Makes well informed, effective and timely decisions, applying logic and sound judgement based on coherent rationale. Considers impact of their decisions.
Xperience is an equal opportunities employer.
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