The purpose of this role is to tele-account manage Client’s customers to develop sales opportunities and revenue for its partners whilst increasing customer satisfaction. This is driven through the following key activities:

Team / Department Mission:
Provide an unequalled engagement experience for customers that build relationships, foster loyalty and drives revenue opportunity.

Key Responsibilities

  • Tele-account management of the Client’s Depth customers to develop quality sales opportunities (through inbound and outbound contact) and grow revenue
  • Maintains a breadth of interaction across all dedicated accounts but ability to focus engagement on the high-revenue potential customers
  • Builds relationships and rapport with Depth customers and develops an understanding of the customer’s business to establish credibility
  • Responsible for managing the customer ‘contact’ satisfaction and providing a consistent experience for client’s customers
  • Organizes and plans day effectively to achieve established goals and objectives
  • Prepares for individual calls (reviews and manages customer’s Activities and opportunities) to maximize effectiveness and the productivity of the customer contact time
  • Ability to get beyond the gate-keeper and establish quality time with Decision Maker Contacts (BDM or TDM as relevant)
  • Probes and explores customer’s opportunities and challenges through effective questioning and active listening; establishes an identified need; proposes relevant Business solutions or licensing options to generate interest and creates a solid value proposition
  • Responsible for maintaining current solution, GTM and licensing knowledge; understanding client’s big bets and strategic direction to provide relevant advice and customer offerings
  • Leverages available email communication templates to make effective user of time; tailors content to summarise business problems, desired capabilities, and next steps, based on call or email contact (equivalent to a sponsor letter)
  • Active follow-up of self-generated opportunities to establish partner progress and customer satisfaction; tracking of opportunities thru process
  • Management of generated opportunities allocated to unmanaged partners to 100% sales/win through periodic customer contact and follow-up
  • Responsible for maintaining the data integrity of the dedicated Accounts and Contacts; accuracy and clarity of data entered in the CRM tool
  • Follows escalation / transfer and complaints procedures and works within defined Service Level Agreements; sets appropriate customer expectations
  • Actively participates in trainings and briefings; committed to self-development and continuous improvement
  • Provides support for new recruits and openly shares best practices for the benefit of the Sales Rep community

Experience Required

  • 2 - 3 years sales or tele-account management experience preferably in the IT industry
  • Strong sales focus and proven track record of working with business partners or customers to deliver results
  • Leaving certificate or equivalent qualification
  • Fluent in the local language, both written and oral

Desirable:

  • University / College degree or equivalent qualification - preferably in Business, IT or Marketing related
  • Understanding of IT Products & Solutions
  • A solid understanding of the indirect sales model (selling through business partners)

Knowledge, Skills and Behavioural Characteristics

  • Ability to build strong customer relationships and develop quality sales opportunities
  • Structured thinking to plan customer contact, assimilate customer needs and connect with client’s products, solutions and licensing agreements
  • Strong negotiation skills; ability to influence and prove value
  • Excellent communication skills including clear and concise verbal and written business communication
  • Self motivation to drive personal performance to achieve targets and strive for continuous improvement
  • Highly focused on customer satisfaction and their contact experience with the company; sensitive and empathetic to their issues/concerns
  • Ability to work at high levels of accuracy in information management and data entry
  • Commitment to self-development and learning
  • Computer literate and proficient with online applications.

Leadership

The function requires no direct line management but strong team working skills to improve the management of the opportunity pipeline with partner-facing colleagues and also share best practices amongst the Sales Rep community