Desk-based account Management (Development)

Desk-based Account Management(Development)

JOB TITLE: DBAM (Development)
DEPARTMENT: Sales
FUNCTION: Account management
LOCATION: Aldridge

Job Purpose Statement:

The DBAM is a member of the Sales team working under the direction of the Client Director to ensure outstanding sales and service support is provided to all accounts that are within the corporate sales team.

The DBAM will be responsible for both sales and service satisfaction and will be expected to contribute in supporting the field based sales team. This role has been designed to be predominately desk based.

DBAM will manage around 200 accounts in a geographic region in the UK.

The role carries a target of 90k GM per annum of new margin into the allocated account base.

Quantitative Information:

Based on the overall account allocation for the Development team, you will be accountable for the following:

  • Responsible for managing all communication with allocated customers 
  • Maintaining accurate Account Development plans on all allocated accounts 
  • Generation of quotations for re-signs
  • Carrying out weekly contact plans to a minimum of 40 customers a week 
  • Margin improvements and efficiencies
  • Accurately recording all information on Salesforce CRM solution 
  • Managing and resolving customer issues and complaints as applicable 
  • Providing Adhoc support to CD in the achievement of the overall sales targets

Job Accountabilities:

Four Main Areas of Responsibilities:

1. Account Management
2. Support Service Operations
3. Commercial Management
4. Customer Relationship Management

1.  Opportunity Management

  • Generating quotations and sales appointments for SAM’s/CD’s (where applicable)
  • Producing customer reports and internal management reports (where applicable)
  • Customer escalations, major incident reporting
  • Developing accounts and increasing revenue in line with the Account Plan
  • Developing increased revenues and opportunities in line with the companies Centres of Excellence which are clearly defined

2. Support Service Activity

  • Incident Escalation
  • SLA Management and SLA Escalation
  • Contract Administration
  • Updates and Upgrades

3. Commercial Management

  • Contract Renewal (i.e. achievement of retention target)
  • Contract Profitability
  • Contract Renewal
  • Contract Administration
  • Procurement Team
  • Contract Additions
  • Credit Control

4. Customer Relationship Management

  • Customer liaison and contact
  • Service Improvement Plans (if applicable)

Any other duties as appropriate to the role.

Key Challenges:

  • Contract renewal
  • Maintaining customer satisfaction 
  • Proactive management of customer base and organisation of appointments (if applicable)
  • Ensuring customer account stability, growth and profitability
  • Margin improvement and efficiencies
  • Managing and resolving customer escalations
  • Customer reviews
  • Performance reporting

Working relationship with:

Manager
Close working relationship with Client Director to ensure full and comprehensive communication of the account status is understood

Subordinates
None

Other Company employees
Regular contact with Contract Administration, Credit Control and Account Management Team

Customers
Operate calling plans on 3 days a week as a minimum

Other external contacts
Suppliers and vendors regarding products etc.

Specific Job Knowledge, Skills and Experience:

Qualifications:

  • Graduate calibre (formal qualifications are not required)

Skills and Aptitudes

  • Ability to deliver exceptional customer service
  • Ability to resolve customer issues and escalate when necessary
  • Successful “in-life” contract management
  • Ability to recognise sales opportunities

Experience

  • Proven experience working in a Sales or Service environment
  • Proven ability to perform within a target oriented environment
  • Proven track record in developing and managing existing customers
  • Experience providing outstanding customer service
  • Excellent communication skills to build relationships, manage issues through to successful completion and overcome objections
  • Working knowledge of the Communications industry

To apply, please send your CV to HRTeam@Maintel.co.uk.