Account Manager

About the role: 

Key Accountabilities

• Responsible for retaining, maintaining, improving and developing the relationship with the client
• Cross-selling and upselling our clients services, meeting revenue targets for each client
• Providing new quotes for existing clients
• Sourcing and negotiating rates with suppliers at quoting stage
• Supporting Sales with operational expertise for quotes and in responding to RFP/RFI’s
• Forecasting revenue, managing opportunity pipeline
• Main point of escalation to client for account issues
• Centralised ownership of client contracts/MSA’s/SOW’s, ensuring all contractual commitments are met

Client responsibilities

• Align the strategy for the nominated strategic accounts with the wider business objectives and needs.
• Create client account plans for assigned clients by identifying relevant client needs, prioritizing initiatives and company investments, and establishing a clear action plan for success.
• Provide new quotes to the existing accounts for new requests or additional services while ensuring margin targets are met
• Maintain a healthy relationship with the clients, attend regular clients’ calls, visit clients, monitor service delivery and satisfaction, be the first point of escalation for your assigned accounts, anticipate potential service problems and provide effective solutions.
• Understand the clients’ needs and demonstrate how our clients solutions will answer their requirements and be as such the client “subject expert", fielding and clarifying general enquiries from the company stakeholders.
• Understand the contractual commitments
• Forecast and track key account metrics against clients’ SLA’s (weekly, monthly and/or quarterly) and ensure compliance across the Group by reviewing and signing off on measures taken to address any deviations.
• Respond and/or oversee response to client surveys or requests for Information

Commercial responsibilities

• Achieve and exceed revenue targets for existing clients through the selling and quoting of services and follow up on all opportunities
• Support the Head of Department with the annual and quarterly revenue forecast and gross-profit plans by projecting expected sales volume for assigned clients
• Maintain an accurate pipeline of current quotes, contacts, accounts and opportunities, and report forecast, progress and challenges
• Work closely with the Head of Department and the Sales team on RFI/RFP opportunities and large client rate-card reviews
• Source and negotiate rates with suppliers at quoting stage. All suppliers must be identified and rates agreed before handing project over to Project Management team
• Ensure up-to-date supplier and client rates are maintained and updated centrally for the team.

Essential Skills & Experience

• Experience managing client relationships on a day-to-day basis
• Knowledge and experience of the localisation service industry preferred
• Outstanding client engagement and services skills
• Attention to detail, accuracy of all presented data
• Strong communication, presentation, relationship management and interpersonal skills
• Self-motivated, proactive approach to managing clients and problem-solving
• Knowledge of business and financial metrics/process for use in driving key performance indicators
• Ability to manage changes professionally, involving the right stakeholders and gaining trust
• Excellent commercial acumen and understanding of P/L and profitability
• Skilled negotiator, able to read complicated situations and find the best way forward

For a complete spec, please register your interest. We regret only successful candidates will be contacted