MAIN DUTIES/RESPONSIBILITIES :

- Being accountable and responsible for all activities, results, and engagement and satisfaction levels within an allocated set of existing customer accounts.

- The primary focus of the role is maintaining a high level of ongoing, proactive engagement with multiple points of contact in each account to manage customer satisfaction, ensure contract renewals and extensions as well as identifying and closing cross and upsell opportunities.

- This will include working with Company colleagues to exceed commercial, operational, support and technical expectations and outcomes to build a positive and progressive partnership.

The main duties will be :

- Maintaining ongoing high-touch engagement with multiple contacts in each customer organization in line with stated KPIs

- Developing and executing retention and growth Account Plans for each customer as per BIOSME Account Plan process

- Conducting monthly, quarterly and annual service delivery reports and customer satisfaction reviews to define clear and mutually agreed future standards, innovations and improvements

- Where appropriate driving Company Secured Forum activities with customers and relevant Company colleagues

- Building relationships with multiple decision makers and influencers in each account ensuring a minimum contact base of 3 active client contacts in each organization across Commercial/Financial, Technical and Operational work streams

- Creating and delivering new revenue streams by engaging CompanyS technical and commercial teams to identify, propose and secure additional services and solutions

- Collaborating with Company colleagues to successfully conclude any support or service escalations

- Conducting sales campaigns across allocated accounts to address upsell opportunities via white space/GAP analysis, resource utilization reporting, Healthcheck reporting etc

- Collaborating with Customers and Company technical and support teams to create and implement Service and Technical Improvement Plans when appropriate

- Maintaining full and accurate Customer Profile Data in line with Company KYC (Know Your Customer) Profiles

- Maintaining full and up to date records in Sales Force CRM

- Managing ongoing compliance to Company standards and operating procedures

- Providing timely and compelling Management Information reporting

- Liaising and collaborating with colleagues and Management in Dubai

EXPERIENCE & SKILLS

Experience & Skills:

- No less than 3 years inside account management experience demonstrating sales/account management into diverse existing customers ideally in IT environment and/or within a complex, multi-contact, mid to long term sales cycle

- Highest standards of verbal and written English is essential

- Experience in executing structured Account Management process and practices (similar/equivalent to Miller Hiemen, TAS, TACK etc ) ideally with evidence of formal sales training

- Knowledge of Cloud MSP, DRaas, IaaS, BaaS is desired

- Experience in working with a cross matrix sales, technical and support teams

- Confidence and gravitas to consult and communicate with C-Level

- Strong organizational and time management skills with proven ability to meet deadlines

- Ability to communicate with clarity

- Proactive, flexible and adaptable

- Decisive and accountable

- Intermediate to advanced Microsoft Office skills (Word, Excel, PowerPoint and Outlook)

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.