Purpose:

• As an Account Executive, you will take full ownership of a diverse client portfolio. Your role encompasses several key areas: Strategy Driver, Operational Oversight, Relationship Owner, Sales Farmer, Technology Champion, and Commercial Owner.

Key Responsibilities:

• Operational Oversight: Ensure seamless operations in line with Service Level Agreements (SLAs) and client requirements.
• Ensure a complete understanding of the contract and clients requirements, translating these requirements into operational service delivery.
• Meet with teams regularly to discuss day-to-day operations and identify opportunities for improvement and sales.
• Source and interface with vendors as needed to provide services or products to clients.
• Engage with clients in monthly service review meetings and assist in driving escalations and crisis management.
• Relationship Building: Foster strong relationships with decision-makers and key contacts.
• Act as a Single Point of Contact for clients by liaising with service providers and teams on behalf of clients.
• Build and manage client relationships with all key stakeholders to ensure a strong partnership.
• Create opportunities to build stronger relationships with stakeholders through events and personal touches like birthday gifts.
• Sales Farmer: Identify opportunities for upselling and cross-selling to existing clients.
• Review existing clients products and requirements to locate opportunities for new or additional services or products.
• Provide quotes and create proposals for clients, ensuring service delivery once solutions are accepted.
• Perform weekly sales forecast updates on the CRM system.
• Technology Champion: Stay updated with the latest technologies and drive client technology roadmaps.
• Complete relevant training and understand client environments.
• Set up client workshops to discuss new opportunities and drive client technology roadmaps.
• Inform clients on warranty status of equipment where relevant.
• Commercial Owner: Manage SLAs, renew contracts, and ensure profitability.
• Drive SLA renewals and create costing for new proposed SLAs.
• Review and amend contracts as needed, understanding client agreements and managing IT spend.
• Strategy Driver: Develop and implement strategic plans to enhance service delivery and client satisfaction.
• Create client roadmaps and meet with clients to discuss opportunities for improved service delivery or products.
• Review clients strategic business plans to assess needs and plan optimal services.

Qualifications:

• 5-10 years of IT experience
• Background in outsourcing/consulting
• Technical/operations expertise
• Service delivery and financial knowledge
• Sales experience
• ITIL understanding

Competencies:

• Strategic insight
• People-oriented
• Relationship building
• Problem-solving
• Planning and foresight
• Assertiveness

Skills:

• Excellent communication (verbal and written)
• Strong presentation skills
• Proficiency with PSA/reporting tools (e.g., ConnectWise, Brightgauge)
• Knowledge of analytics tools
• Advanced Microsoft Excel skills