The Account Manager / Sales Executives primary
responsibility is to create and to develop ongoing business relationships
newly targeted and identified clients. The Account Manager / Sales Executive
works closely with our Business & Product Development department,
Technical Sales Support, and Outside Channel Sales, as well as the Customer
Satisfaction Department.
The Account Manager / Sales Executive is responsible for acquiring
new clients for the Group, and
maintaining the relationship between the clients and the Group. In this role,
the Account Manager / Sales Executive is responsible for representing the
entire solution and product portfolio to new clients in multiple locations.
The Account Manager / Sales Executive serves as the primary contact for the
new / existing client, which emphasizes the need for both excellent customer
skills and a thorough knowledge of the industry.
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1. KEY ACCOUNTABILITIES
1.1
Processes and Procedures
Ensure all relevant
departments’ processes, procedures and templates are used at all times and
are in line with the Group standard
format.
Continuously forward
suggestions to improve current processes, procedures and templates.
Ensure business
adherence to the Group’s standards and methodology are applied at all times.
Ensure that all
processes and procedures are documented,
Register all new
project processes, procedures and templates into the Library and ensure that
archiving occurs daily.
Ensure that all
relevant departments’ documentation is filed and stored in a central place
and available to those resources that require same.
Maintain and update the
Group documents within the electronic
centralised library as appropriate.
Maintain a hardcopy
library of project/sales related documents.
1.2 Primary Sales Responsibilities
The main responsibility & deliverables of the
Account Manager / Sales
Executive are listed below,
New Client Acquisition
- Achieve sales budgets
- Account Retention
- Revenue Assurance
- Up Selling
- Customer Satisfaction as per set SLA’s
- Collections
- Budget
Core Functions & Responsibilities as
Sales Executive
Identification of prospects
- Proposal creation and acceptance
- Deal closure with client
- Handover of deal for implementation
- Post implementation & review
- Providing help and advice to customers, using the organisation's products or services;
- Communicating courteously with customers by telephone, email and face to face;
- Investigating and solving customers' problems
- Handling customer complaints or any crises,
- Keeping accurate records of discussions or correspondence with customers;
- Producing written information for customers
- Visiting customers to provide a one-to-one service;
- Meeting with other managers to discuss possible improvements to customer service provided;
- Learning and becoming au-fait about the Group's products or services and keeping up to date with any changes;
- Learning and keeping ahead of customer’s IT infrastructural requirements
- Keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
- Whatever the setting, you will need to behave in a professional and responsible manner. The work may be stressful when dealing with customers who are upset or angry.
1.3 Technical Responsibilities
Be responsible for the development of IT solution architecture design and strategy specific to client’s needs, IT strategy and budget constraints.
- Take ownership of designed solution offering.
- Develop and execute a solution strategy and business plan that support product growth.
- Offer such technical assistance and expert advice to Sales Team and Customer Satisfaction team.
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INTERPERSONAL COMPETENCIES
1. Communication
Clear verbal and writing ability is required for explaining / distribution / communication of information and instructions.
- Ability to probe and
check understanding of both parties.
- Reinforce standards,
processes and procedures of the project.
- Presentation skills
2. Listening
- Able to understand and
acknowledge others views and issues that are raised by customers.
- Receptive to ideas and
feedback from customers.
- Attuned to all possible
sources and useful information.
- Make time to listen to
others’ problems.
- Attuned to all possible
sources of useful information
3. Motivation and Leadership
Respect for the organisation’s needs as well as for the team.
4. Building Confidence
Demonstrate own belief in and high expectations for the success of any deliverables in the project.
- Must have the personal maturity to be able to have the self-confidence to complete the task or meet
a challenge.
5. Continuous Improvement
Continually seeks to improve on and update the project processes.
- Remain committed to quality objectives.
6. Initiative
Tenacity or perseverance in staying with a difficult problem until it is completed.
- Addressing present problems before being required to do so.
- Acting on future opportunities or problem
7. Teamwork and Cooperation
Feels part of the project team and works closely with colleagues to achieve the project objectives.
- Ability to understand importance of team word.
- Contributing to a positive team spirit.
8. Information Seeking
Correctness in probing for answers.
- Networking amongst others.
9. Personality
Drive and commitment Tough minded – able to withstand pressure
- Optimistic – able to keep spirits up despite setbacks
- Decisive – weighs things up quickly, prepared to take risks
- Approachable
- Professional
- Exacting – considers the facts, options and outcomes before making decisions
- Flexible
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