Role Overview
The Account Executive is responsible for the retention, renewal, and growth of a defined portfolio of existing contracted clients, delivering standard end‑to‑end account management activities (client retention, stakeholder engagement, contract renewals, upsell/cross‑sell, CRM hygiene, and professional proposal/documentation standards).
In addition, the Account Executive will provide mentorship, coaching, and day‑to‑day support to junior members of the account management team, helping them develop capability, adopt consistent best practices, and maintain high‑quality client engagement and commercial discipline.
Specific Responsibilities
Client Retention & Account Development
* Own and manage a defined portfolio of all existing clients across all tiering domains, ensuring consistent renewal of services and high client satisfaction.
* Build Account Development Plans (ADPs) to support a good understanding of client operations, identifying opportunities to uncover and address changing client landscape, priorities and challenges.
* Build and maintain strong relationships with stakeholders at all levels through effective stakeholder mapping and regular engagements.
* Establish a regular cadence of touchpoints (adopting the engagement model leveraging communication technologies and face‑to‑face collaboration) to explore needs and to identify value opportunities.
* Ensure all client interactions and insights are documented in Salesforce and internal reporting.
* Adopt all internal supporting documentation ensuring it is up to date and accurate (inclusive but not limited to In‑Year Contract Renewals and Client State of the Nation).
* Proactively manage any identified client risks that may be financially impacting or pose a risk of churn, making them visible at senior level.
* Review and manage opportunities to prevent client churn and loss of accounts.
* Act as the first point of contact for client queries, requests, or escalations, partnering with internal Service Operations & Delivery teams when necessary.
Contract Management, Renewals, Upsell & Cross‑Sell
* Proactively manage contract renewals across the assigned portfolio, ensuring timely and smooth negotiations prior to contract expiry.
* Identify and pursue upsell and cross‑sell opportunities across services, licenses, and project upgrades aligned with client goals and application core product lifecycles.
* Conduct periodic strategic reviews to discuss amendments, enhancements, or service expansion opportunities.
* Achieve defined sales targets through consultative selling to existing clients.
General Duties & Responsibilities
* Meet KPIs related to client retention and existing client sales.
* Maintain clear and accurate sales documentation aligned with Naviam quality standards and libraries.
* Travel to client sites as needed (UK and International).
* Deliver proposals and documentation to a high professional standard and in line with the Bid Management Process.
* Ensure CRM hygiene for accurate reporting, trend analysis and performance management.
* Perform other duties as reasonably requested by management.
* Attendance to IBM and Naviam MUGS, marketing events and webinars to keep abreast of new product technologies and to support the upselling opportunities of the Naviam product IP.
Team Mentorship, Coaching & Support
* Provide mentorship and coaching to junior account team members, supporting their development in account fundamentals: client communication, action tracking, renewal readiness, and day‑to‑day account administration.
* Support the adoption of consistent account management best practices across the team, including structured engagement cadence, documentation quality, and process adherence (mirroring expectations set for senior roles elsewhere in the organisation).
* Provide practical guidance on prioritisation and portfolio management, including helping junior colleagues plan workload, prepare for client touchpoints, and follow through on commitments.
* Review and improve the quality of junior outputs where needed (e.g., meeting notes, action logs, renewal trackers, basic commercial packs) to ensure client‑facing standards are met.
Required Skills & Personal Qualities
Experience
* Minimum 3 years proven experience in an incentivised key account / account sales role, ideally in Enterprise Asset Management (EAM) and IBM Maximo. This is preferable, but not essential.
* Familiarity with asset‑intensive industries such as Utilities, Oil & Gas, Facilities Management, Manufacturing or Pharmaceuticals.
* Demonstrated success in account management with a portfolio of managed clients.
* Strategic account planning skills and familiarity with tools/methodologies for effective client management.
Skills & Personal Qualities
* Passionate about succeeding, well organized and customer‑centric.
* Ability to understand client challenges and articulate value‑driven solutions.
* Strong relationship‑building and networking capabilities are a must.
* Commercially aware with excellent business insight.
* Effective communicator with strong interpersonal and influencing skills.
* Organised, persuasive, proactive with excellent time management.
* Strong verbal and written English communication skills.
* Confidence to present in front of client and internal team audiences.
* Can manage customers’ expectations with professional integrity and rationale.
* Ability to promote value over price when positioning new business opportunities.
* Demonstrated ability to mentor, assist, and support development of best practice across a wider team.
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