Account Manager - iHorizons

Job Summary

The Account Manager (AM) is in charge of managing and developing business relationships with existing iHorizons customers at various levels of seniority, with the objective of assuring customer satisfaction and hence growing the business with each client through up-selling and cross-selling. This is during both project implementation and post implementation.

In addition, the AM manages the bidding part of the sales cycle for opportunities handed out by the company.

This role is very relationship-based, and focuses on maintain a close, healthy relationship with clients. The AM strives to be the clients' consultant for all their IT needs.

This role does not have any sales quota, but is expected to successfully renew all existing annuity contracts with their clients and sell them new services. Compensation is focused on salary, and on yearly bonus based on success in the objectives above.

Functions and Responsibilities

1- Customer Account Management

The AM is the main point of contact for customer accounts assigned to him/her, and is responsible for maintaining all account management activities, including:

1.Own the overall customer satisfaction
2.Thorough understanding of the history of our relationship with the customer. This includes:
-Full understanding of all current and old contracts signed with the customer
-Complete knowledge of the services we provide and the cost structure
3.Maintain a personal and close relationship with key staff at the account and be in continuous touch with them. This includes: physical visits to customers' premises at least on a weekly basis, and meet with clients after hours in casual settings whenever possible.
4.Monitor the overall quality and consistency of service and/or product delivery, and take preemptive actions when necessary.
5.Carry out necessary activities to ensure renewal of annuity contracts and increase of business volume with clients
6.Maintain an updated Sales Account Strategy for each account
7.Follow up on payments and initiate future payment procedures as early as possible to contribute to enhancing company cash flow.
8.Maintain and update the Customer File for each client, which includes copies of contracts, proposals, letters, delivery notes, invoices etc.
9.Maintain contract ending dates and take preemptive actions when necessary

During project implementation, AM coordinates with the project implementation team, primarily the Project Manager at a high level, and updates or escalates to the Country Manager whenever necessary. Activities start from the project kick-off meetings until final project sign-off. This includes attending project meetings extensively and monitoring customer level of satisfaction during implementation, and taking proactive measures to assure and maintain that satisfaction.

Post implementation, AM keeps in touch with the client on areas like customer support, operational services, or any other running engagements.

2-Bidding Process

The AM manages the bidding part of the sales cycle for opportunities handed to him by management, from new customer inquiries, or from existing clients, in cooperation with the bidding team, and be responsible for the accuracy and quality of the end proposal and bid package. AM follows up with clients and acts on successfully winning submitted bids.

Other Responsibilities

1.Coordinate with Marketing Communications Coordinator on identifying and executing marketing opportunities
2.Use iHorizons CRM to log and update all activities, and generate sales reports
3.Update own client pages on iHWiki
4.Attend technology seminars, trade shows, and partner activities to promote company products, develop leads, and stay up-to-date on the latest developments and trends in the marketplace
5.Gather and share market intelligence about activities of clients, competitors and partners

Job Details

Preferred Candidate

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