Account Manager

1 day ago

Doha, Baladīyat ad Dawḩah, Qatar lxbfYeaa Full time

Job Summary

The Account Manager (AM) is part of the Client Management function of Sales. The position serves as the primary business contact for the client and is responsible for client satisfaction. The AM is the custodian of the products offered in the accounts under his control. The AM should gain the trust of the customer and thus grow the business through upselling and cross-selling while continuing to renew existing business contracts. 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 bonuses based on success in the objectives above.

Job Objectives

  1. Efficiently manage account administration and operations, ensuring that all account management activities are done in a timely manner.
  2. Foster strong client relationships.
  3. Drive revenue growth from the account by cross-selling and upselling.

Job Responsibilities

Customer Relation Management:

  1. Act as a single point of contact for the Key Account customer at all times.
  2. Provide customized client-specific support during the 3 stages of client management, namely:
  3. Bidding Cycle Management.
  4. Project Implementation.
  5. Recurring Service / after-sales support.

Bidding Cycle Management:

  1. Identify the information and resource requirements for initial inquiry, preparing proposals, customer evaluation, and supplier selection.
  2. Responsible for the accuracy and quality of the end proposal and bid package.
  3. Follow up with clients and act on successfully winning submitted bids.

Project Implementation:

  1. Work closely with the project team to maintain a continuous knowledge of project status in order to identify potential issues and/or opportunities within or related to the project.
  2. Be involved from the project kickoff meeting until final project sign-off, including attending project meetings extensively and monitoring customer satisfaction during implementation, taking proactive measures to assure and maintain that satisfaction.

Recurring Service / After Sales Support:

  1. Ensure satisfactory resolution of all support requests.
  2. Post-project implementation, provide operational services or any other running engagements.
  3. Coordinate the work of technical support teams to provide customers with the different services they need throughout the ownership of the products, including solution design, installation, training, user support, and maintenance.

Account Administration:

  1. Carry out continuous market analysis and research on the dynamics of the account.
  2. Drive account management and influence organizational engagement resulting in footprint expansion.
  3. Keep abreast of developments from the client's side as well as the market in which the client operates.
  4. Maintain and update the customer file for each client, which includes copies of contracts, proposals, letters, delivery notes, invoices, etc.
  5. Own the contract and contract renewals for new work for an existing client.
  6. Facilitate maintenance (reducing churn) of existing customers to ensure renewal of annuity contracts.
  7. Follow up on invoices and be responsible for payment collections.
  8. Ensure that all processes and procedures are completed, quality standards are met, and that projects are profitable.
  9. Have a thorough understanding of the history of our relationship with the customer, including:
  10. Full understanding of all current and old contracts signed with the customer.
  11. Complete knowledge of the services we provide and the cost structure.
  12. Update own client pages on iHWiki.
  13. Upselling and Cross-Selling.
  14. Prepare a full account development plan to identify all aspects of the customer's business in terms of revenue, requirements, opportunities, risks, etc., and maximize business opportunity.
  15. Identify and develop new leads from existing accounts.
  16. Actively seek to increase the services offered to the customer and may be expected to increase the income generated by cross-sell and up-sell.
  17. Coordinate meetings, review customer requirements, identify customer objectives for designing solutions, and arrange presentations and documentation to ensure that the company achieves the position of preferred vendor.
  18. Manage conflicts and develop effective negotiation and sales strategies.
  19. Promote all iHorizons products/services as they become available.
  20. Ensure preparation of product specifications and project initiation.
  21. Build trust and strengthen relationships by keeping customers informed on how emerging technologies can help their business.
  22. Prepare briefings on the business, technical, and financial benefits of technology and collaborate with customers to develop customized solutions.
  23. Ensure that all logistics related to proposal submission are in place.
  24. Use iHorizons CRM to log and update all activities and generate sales reports.

Job Requirements:

Educational Qualification:

  1. Bachelor's degree in business management, computer science, or equivalent is required.

Previous Work Experience:

  1. 3 - 5 years of account management/sales experience in the IT services domain.
  2. Proven account management skills required to create, maintain, and enhance customer relationships.
  3. Technical competence (understand software, hardware, networks, etc.).
  4. Experience in preparing quality proposals and bids.
  5. Strong problem-solving skills.
  6. Good business, sales, and marketing skills.
  7. Good negotiation and customer service skills.
  8. Creative and critical thinking skills.
  9. Strong written and verbal communication skills in both English and Arabic.
  10. Good networking skills.

About IHorizons:

iHorizons is a leading provider of business solutions and technology services in the Arab World. Headquartered in Doha, Qatar, we work with prominent clients to support their digital service migration journeys. The ultimate outcomes are radically improved customer experiences and increased operational efficiencies. We are a forward-looking organization, always enhancing our methodologies and adopting new technologies to better serve our customers and improve our position in the market. We have an outstanding culture and provide unique opportunities for career growth to all our staff.

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