Purpose of Position:
The Account Manager plays a critical role in maintaining and enhancing client relationships, ensuring their technology needs are met, and driving business growth. This role combines technical knowledge with strong interpersonal skills to provide top-tier service to our clients, helping them leverage our MSP services effectively and achieving their business objectives.
Main Duties and Responsibilities:
•Schedule and attend regular client Account Management meetings in-line with current Managed Services Proposal offerings.
•Serve as the primary point of contact for assigned clients, fostering strong relationships and acting as a trusted advisor.
•Understand clients' business goals, challenges, and technology requirements to tailor MSP solutions accordingly.
•Collaborate with clients to assess their technology needs and align them with appropriate MSP services.
•Present upsell opportunities and additional services to clients, showcasing the value and benefits they bring.
•Keep clients informed about updates, maintenance schedules, and potential improvements to their technology infrastructure.
•Generate sales opportunities through understanding the client business needs.
•Build and maintain relationships with the decision maker of the business.
•Ensure retention of all allocated accounts.
•Provide value-add additions to existing clients to increase company revenue
•Remain current with all applicable and instructed training and accreditation. Including internal and vendor.
•Pro-actively plan and provide structure to time management, forward planning and set calendar and agendas accordingly. Keep a meticulous work environment with full accountability of time, process and procedures.
•Set, in advance structure planning meetings with clients. Pre Set expectations and deliver.
•Meet all deadlines all KPIS around reporting and business applications.
Other Duties:
•You may be required to "entertain" our clients throughout the year. This could be at sporting events, networking events etc. and may be out of hours.
•Interstate travel may be a requirement of this role.
Skills & Competencies
•Client relationship management: Ability to build and maintain strong relationships with clients, understand their needs, and act as a trusted advisor.
•Communication: The ability to communicate clearly and concisely, varying communication style depending upon the audience. ·
•Attention to detail: Excellent attention to detail and written skills when communicating with others, both internally and externally. ·
•Problem Solving: Strong analytical and problem-solving skills to identify issues, develop solutions, and make informed decisions.
•Commerciality: Ability to apply knowledge in a practical, commercial manner. Be able to monitor and maintain a portfolio and associated budgets and KPI's.
•Sales and Upselling: Skill in identifying upsell opportunities and effectively presenting the value of additional services to clients.
•Time management/organisation: Experience managing time effectively to handle multiple tasks and priorities within a fast-paced environment
•Computer Literacy: Demonstrates strong computer literacy skills and proficiency in Microsoft programs such as Word, Excel & SharePoint.
•Transparency: Communicate freely and effectively and is open to feedback on performance.
•Approachability: Receptive to others' views and happy to assist other employees when needed
•Passionate: Encourages others and always bring their best self to work.
•Accountable: Owning situations and outcomes.
Skills & Experience
•Minimum 3 years experience in a Customer Service Style role
•Drivers License and own vehicle (Essential)
•Previous experience in identifying upselling opportunities and successfully expanding service offerings within existing client accounts
•Proven experience in client relationship management, preferably in the technology or MSP industry. (Highly Desirable but not essential)
•Proficiency in CRM and reporting software.
•A proactive and customer-centric mindset.
•Ability to work effectively in a fast-paced, dynamic environment.