Account Manager (Engineering)

The company employs 135 staff and is a medium-sized fast-growing company. This role requires a person with technical expertise in mechanical / electrical engineering with strong commercial acumen. The primary function of the Account Manager is to manage the relationship between the company & its clients.

Ensuring that the commitments contained in our contracts are delivered upon for the duration of the contract and expectations on both sides are fulfilled. In order to achieve this, the Account Manager is tasked with defining an individual approach for each of their clients enabling them to create strong and lasting relationships.

The Account Manager will be the lead point of contact for all key client matters, anticipate the client’s needs, working to ensure deadlines for the client are met, and help the client succeed. They will need to work closely with various internal business departments to maintain and further develop the relationships with their accounts. They represent the entire range of the company solutions. They lead the clients' account planning cycle and ensure that the client’s needs and expectations are met.

KEY PERFORMANCE AREAS (including, but not limited to) :

• Relationship development between clients and us, especially with key customer stakeholders and sponsors.
• Key stakeholder meetings.
• Resolving key client requests, issues, and complaints.
• Developing a complete understanding of key account needs and suggesting solutions.
• Managing communications between key clients and internal teams.
• Gather, report, and communicate customers' feedback on service, technology, and project delivery.
• Strategic planning, contract negotiation, and establishing and overseeing internal budgets.
• Collaborating with the sales team to maximize profit by up-selling or cross-selling; measure, track, and analyze key account metrics.
• Planning and presenting reports on account progress, goals, and quarterly initiatives to share with team members, stakeholders, and for possible use in future case studies or company training.
• Analyzing client data, expanding relationships, and bringing in new clients; collaborate with the Finance team.
• Collaborate with Operations and Engineering regarding all breakdowns, maintenance and upkeep of all equipment on site, response times, and proposals for new installations being reviewed and actioned as promptly as possible.
• Ensure CRM system is complete with all relevant data to provide our ability to build strategies for clients' quarterly business review with each client (in person).
• Quarterly account plan internal presentation and monthly touchpoints with each client (preferably face to face).
• Greater than 80% contract extensions at greater than 80% revenue retention and zero credit notes passed.
• Deliver savings reports monthly on time and respond to Account Manager related exception reports within 72 hours, including system uptime, breakdown response times, late payments, and compliance with payment terms.
• Sign up 4MW of new business per annum at existing clients; NPS (Net Promoter Score) surveys to be conducted twice a year with NPS scores of greater than 80%.

REQUIREMENTS :

#J-18808-Ljbffr