My Client provides a single-source software product, delivered as a cloud service, with sophisticated customisation facilities. The software is very wide in scope, covering areas such as works management, work planning and co-ordination, quality and safety inspections, customer service management, routine maintenance, contract and contractor management, financial control, surveys and capital projects, life-cycle projections, etc., with associated GIS functionality, and including mobile apps, interfaces, alerts, emails, dashboards and extensive report options.
They also offer professional services such as training, business process analysis, data migration, interfaces, bespoke reports, and system configuration, making use of the wide range of customisation facilities available.
The company is a well-established business, specialising in the development and supply of Works and Asset Management systems to local government and utility services sectors. The Company has an unrivalled reputation for the delivery of quality products and services, and a history of approaching forty years of ethical business practices and consistent profitability.
Several years ago they became an employee-owned company. The controlling majority shareholder is a trust in which all employees have an equal share. This means that every employee is a co-owner of the company with certain ownership benefits and responsibilities.
In the past year, the Company launched our flagship cloud-based software product that we have been developing over recent years, which provides unrivalled facilities in the marketplace.
The Role
An Account Manager must be very familiar with all the options available so that they can knowledgeably discuss business process improvements with their customers. The prime purpose of the Account Manager role is to maintain and develop the best possible relationship with customers and ensure that they have the right products configured in the optimum way. The role requires a good understanding of specific industry legislation, standards, and principles applicable to both Local Authorities and Utilities working in the Highways sector. The business has built a reputation for integrity and honesty in the marketplace and this role is crucial in maintaining that reputation. A good Account Manager is a ‘trusted friend’ who will provide advice, guidance, and an honest appraisal. The role requires meetings with customers both at their offices and via remote tools, with the Account Manager expected to have a broad understanding of all the activity areas in which their products are used - from highway maintenance and street lighting, through to parks and flood defence. The position involves a mature working model (Hybrid) with a mix of being in the office, homework and client engagement. There is a need for occasional travel which will sometimes include an overnight stay and/or travel but this is not regular and is managed by you to ensure you are capable of delivering the customers requirements. Responsibilities
Customer Relationship Management
Develop relationships with the customer from system user through to director level. You are the principal route of strategic communication between customer and company. You are the escalation point for the customer and all internal company departments. You take responsibility for arranging the best positive outcome for all parties. Where a positive outcome is not possible, it is the Account Manager's responsibility to ensure that the customer is given clear, honest, and open guidance. Undertake contract negotiations when needed. Facilitate/deliver Account Meetings with formal Agendas, Minutes and Action plans. Customer Information Maintenance
Maintain and update customer information held within the CRM system. Develop and upkeep individual customer roadmaps, including action plans, targets, future plans, projects, business risks, and threats. Document and understand your customers' specific configurations and quirks. Identify opportunities for customers to extend and develop their use of our products. Supply detailed quotations to precisely match customers' requirements, not just providing a priced set of products that the customer can choose to purchase. Achieve 100% accuracy in requirements gathering and sales quotations. Ensure contract renewals are managed and delivered. Manage the full lifecycle of sales, from quotations to delivery and invoicing. Deliver presentations and interact with customers at Company conferences and seminars. Provide aid with sales proposals, tender responses, demonstrations of our software. Consultancy Services
It is essential you develop a good general understanding of all areas of our software so that you are able to illustrate key features of function with an overview or demonstration. Advise on, and implement, new application areas, providing informal handholding or direction where highly specialist knowledge is not required. Work closely with our subject matter experts to supply specialist consultancy when required. Project Management
Monitor activities undertaken by the customer and internally throughout large projects. Manage smaller projects directly to make sure services are organised and delivered on time. Key Skills
Ability to analyse complex business processes and capture any special/unusual requirements. Understanding of standard computing principles, such as web applications, REST interfaces. Excellent written and verbal communications skills. Excellent time management skills, team working and people skills. Excellent listening, negotiation, and presentation skills. Proven experience in Key Account Management. Critical thinking and problem-solving skills. Attention to detail and adherence to deadlines.
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An Account Manager must be very familiar with all the options available so that they can knowledgeably discuss business process improvements with their customers. The prime purpose of the Account Manager role is to maintain and develop the best possible relationship with customers and ensure that they have the right products configured in the optimum way. The role requires a good understanding of specific industry legislation, standards, and principles applicable to both Local Authorities and Utilities working in the Highways sector. The business has built a reputation for integrity and honesty in the marketplace and this role is crucial in maintaining that reputation. A good Account Manager is a ‘trusted friend’ who will provide advice, guidance, and an honest appraisal. The role requires meetings with customers both at their offices and via remote tools, with the Account Manager expected to have a broad understanding of all the activity areas in which their products are used - from highway maintenance and street lighting, through to parks and flood defence. The position involves a mature working model (Hybrid) with a mix of being in the office, homework and client engagement. There is a need for occasional travel which will sometimes include an overnight stay and/or travel but this is not regular and is managed by you to ensure you are capable of delivering the customers requirements. Responsibilities
Customer Relationship Management
Develop relationships with the customer from system user through to director level. You are the principal route of strategic communication between customer and company. You are the escalation point for the customer and all internal company departments. You take responsibility for arranging the best positive outcome for all parties. Where a positive outcome is not possible, it is the Account Manager's responsibility to ensure that the customer is given clear, honest, and open guidance. Undertake contract negotiations when needed. Facilitate/deliver Account Meetings with formal Agendas, Minutes and Action plans. Customer Information Maintenance
Maintain and update customer information held within the CRM system. Develop and upkeep individual customer roadmaps, including action plans, targets, future plans, projects, business risks, and threats. Document and understand your customers' specific configurations and quirks. Identify opportunities for customers to extend and develop their use of our products. Supply detailed quotations to precisely match customers' requirements, not just providing a priced set of products that the customer can choose to purchase. Achieve 100% accuracy in requirements gathering and sales quotations. Ensure contract renewals are managed and delivered. Manage the full lifecycle of sales, from quotations to delivery and invoicing. Deliver presentations and interact with customers at Company conferences and seminars. Provide aid with sales proposals, tender responses, demonstrations of our software. Consultancy Services
It is essential you develop a good general understanding of all areas of our software so that you are able to illustrate key features of function with an overview or demonstration. Advise on, and implement, new application areas, providing informal handholding or direction where highly specialist knowledge is not required. Work closely with our subject matter experts to supply specialist consultancy when required. Project Management
Monitor activities undertaken by the customer and internally throughout large projects. Manage smaller projects directly to make sure services are organised and delivered on time. Key Skills
Ability to analyse complex business processes and capture any special/unusual requirements. Understanding of standard computing principles, such as web applications, REST interfaces. Excellent written and verbal communications skills. Excellent time management skills, team working and people skills. Excellent listening, negotiation, and presentation skills. Proven experience in Key Account Management. Critical thinking and problem-solving skills. Attention to detail and adherence to deadlines.
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