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  The purpose of this role is to tele-account manage Client's customers to develop sales opportunities and revenue for its partners whilst increasing customer satisfaction. This is driven through the following key activities:

• Development of quality sales opportunities through the execution of campaigns & activities


• Relationship building thru in depth account profiling


• Responding to customer queries & complaints


• Opportunity tracking & management


• Managing data quality of Accounts & Contacts


• Maintaining & improving CPE


• Continuous relationship improvement

Team / Department Mission:
Provide an unequalled engagement experience for customers that build relationships, foster loyalty and drives revenue opportunity.

Objective Criteria

1. Generation of quality opportunities for Client's partners


2. Revenue growth for dedicated Accounts thru coordination with appropriate internal & external resources


3. Maintaining and enhancing customer contact satisfaction


4. Capture of timely, accurate and clean data

Key Responsibilities

• Tele-account management of the Client's Depth customers to develop quality sales opportunities (through inbound and outbound contact) and grow revenue


• Maintains a breadth of interaction across all dedicated accounts but ability to focus engagement on the high-revenue potential customers


• Builds relationships and rapport with Depth customers and develops an understanding of the customer's business to establish credibility


• Responsible for managing the customer 'contact' satisfaction and providing a consistent experience for client's customers


• Organizes and plans day effectively to achieve established goals and objectives


• Prepares for individual calls (reviews and manages customer's Activities and opportunities) to maximize effectiveness and the productivity of the customer contact time


• Ability to get beyond the gate-keeper and establish quality time with Decision Maker Contacts (BDM or TDM as relevant)


• Probes and explores customer's opportunities and challenges through effective questioning and active listening; establishes an identified need; proposes relevant Business solutions or licensing options to generate interest and creates a solid value proposition


• Responsible for maintaining current solution, GTM and licensing knowledge; understanding client's big bets and strategic direction to provide relevant advice and customer offerings


• Leverages available email communication templates to make effective user of time; tailors content to summarise business problems, desired capabilities, and next steps, based on call or email contact (equivalent to a sponsor letter)


• Active follow-up of self-generated opportunities to establish partner progress and customer satisfaction; tracking of opportunities thru process


• Management of generated opportunities allocated to unmanaged partners to 100% sales/win through periodic customer contact and follow-up


• Responsible for maintaining the data integrity of the dedicated Accounts and Contacts; accuracy and clarity of data entered in the CRM tool


• Follows escalation / transfer and complaints procedures and works within defined Service Level Agreements; sets appropriate customer expectations


• Actively participates in trainings and briefings; committed to self-development and continuous improvement


• Provides support for new recruits and openly shares best practices for the benefit of the Sales Rep community

Experience Required

• 5+ years sales or tele-account management experience in the IT industry


• Strong sales focus and proven track record of working with business partners or customers to deliver results


• Leaving certificate or equivalent qualification


• Fluent in the local language, both written and oral

Desirable:

• University / College degree or equivalent qualification - preferably in Business, IT or Marketing related


• Understanding of IT Products & Solutions


• A solid understanding of the indirect sales model (selling through business partners)


• Experience of selling to Public Sector clients.

Knowledge, Skills and Behavioural Characteristics

• Ability to build strong customer relationships and develop quality sales opportunities


• Structured thinking to plan customer contact, assimilate customer needs and connect with client's products, solutions and licensing agreements


• Strong negotiation skills; ability to influence and prove value


• Excellent communication skills including clear and concise verbal and written business communication


• Self motivation to drive personal performance to achieve targets and strive for continuous improvement


• Highly focused on customer satisfaction and their contact experience with the company; sensitive and empathetic to their issues/concerns


• Ability to work at high levels of accuracy in information management and data entry


• Commitment to self-development and learning


• Computer literate and proficient with online applications.

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Published at 11-03-2010
Viewed: 64 times