Account Manager

Experience Required:5+ Years

Job Description:

As an Accounts Manager, you will be a trusted advisor to clients you will provide valuable guidance around optimisation of their services and beyond, you are passionate about engaging with your customers and helping them grow their business. Working as part of a team, you own the overall relationship within client portfolio, which includes: Increasing service adoption, ensuring retention, satisfaction and upsell of various UnitedLayer services. 
As an Accounts Manager, you will develop long term partnerships with our customers, build expertise in your client’s business helping them be successful both in their use of UnitedLayer services but in their business as a   whole. To be successful, you will need to build strong relationships with clients at various levels organizationally as well as acquire insights into their businesses.

  • Own overall relationship with assigned clients, which includes: satisfaction, ensuring retention, and expanding their services with UnitedLayer
  • Establish a trusted/strategic advisor relationship with each assigned client and drive continued value of our products and services
  • Work with clients to establish critical goals, or other key performance indicators and aid the customer in achieving their goals
  • Work to identify and develop upsell opportunities within identified customers
  • Develop and maintain a quality pipeline of services opportunities within identified customers
  • Work to achieve aggressive sales quotas within identified customers
  • Advocate customer needs/issues cross-departmentally; Identify and provide feedback into new future service offerings
  • Own and manage account escalations through to resolution and prevention
  • Own customer contract renewals and all contract issues e.g. billing, and overage charge queries
  • Act as a liaison between the client and other UnitedLayer teams, including
  • Engineering, Technical Services and the product teams as required over the life cycle of the client's contract into renewal
  • Maintain and expand working knowledge of UnitedLayer solutions, and inform clients of new products and programs
  • Maintain Account Plans, Salesforce and other relevant client-specific information
  • Attend pre-sales meetings and presentations as required during the sales cycle
  • Monitor customer key performance metrics and conduct regular reviews to help customers improve their performance
  • Other duties as required
Required Experience:
  • Minimum 5 years’ experience in a similar role
  • Significant and recent experience selling IT consulting services within targeted Enterprise accounts
  • Should have a background in positioning related to technology
  • In depth knowledge of selling strategies, development of proposals, contracts, close plans, and statements of work for professional services
  • Ability to develop executive-level relationships. Strong communication and negotiation skills required.
  • Operational experience (experience working with customers and support teams to bring service issues to resolution)
  • Outstanding interpersonal and communication skills (phone, email, presentation)
  • Experience guiding customers through a sales process, from pre-sale to post-sale
  • Excellent time management skills
  • Ability to multitask and properly prioritise initiatives
  • Experience working with multiple departments, including Senior Management, Sales, Marketing, Development teams and Technical teams
  • Ability to explain and present technical concepts to non-technical customers
  • Must be able to work independently
  • Must possess impeccable organisational skills and a stringent eye for detail
  • Must maintain a positive, enthusiastic, self-starter attitude with an innate desire to meet and exceed expectations
  • Ability to travel outside of India
  • Ability to be on call outside of business hours
  • Bachelor’s Degree, MBA or equivalent is a plus.
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