Desk Based Account Manager (Enterprise)

Desk Based Account Manager (Enterprise)

JOB TITLE: Desk Based Account Manager (Enterprise)
DEPARTMENT: Sales
REPORTS TO:
Customer Enterprise Director
LOCATION: Aldridge/Weybridge/London

Job Purpose Statement:

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

Organisation Structure:

The Customer Enterprise Director has overall accountability for the revenue retention and new business targets within their Sales Team. Business Development Directors and Business Account Managers have responsibility for the revenue retention and new business targets within their specific designated accounts.     

Quantitative Information: 

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

  • Responsible for supporting the Team as a whole in achieving set targets
  • Where required/applicable, organise appointments for BDD’s & BAM’s
  • Support in the generation of quotations for re-signs
  • Supporting the BDD’s & BAM’s to ensure that “contracted”, “committed” and “identified” revenues are closed
  • Supporting the BDD’s & BAM’s to maximise incremental revenue opportunities
  • Margin improvements and efficiencies
  • In conjunction with the BDD’s & BAM’s complete pricing reviews & revisions
  • Involvement in the creation and maintaining of accurate account plans 
  • Managing and resolving customer issues and complaints as applicable 
  • Providing Adhoc support to the team in the achievement of the overall sales targets

Job Accountabilities:

Four Main Areas of Responsibilities:

  1. Support of BDD’s & BAM’s and their Account base
  2. Support Service Operations
  3. Commercial Management
  4. Customer Relationship Management

1.  Opportunity Management

  • 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 
  • Producing customer reports and internal management reports (where applicable)
  • Customer escalations, major incident reporting

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 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 Customer Enterprise Director, BDD’s and BAM’s 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
    • Daily or regularly as possible
  • 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.