Account Manager

Who You Are

At Clixer+, client relationships are our top priority.  We're looking for a dedicated and personable Account Manager who exudes professionalism and service excellence.  You are presentable and well-spoken, and you carry yourself with confidence and grace.  You have a passion for helping others, a strong sense of empathy, and a drive to provide exceptional customer service.  You enjoy anticipating client needs, resolving issues promptly, and creating a positive, memorable customer experience.  Your ability to communicate clearly, maintain composure under pressure, and build trust with clients sets you apart.

Objectives of the Role

• Serve as the main point of contact in all matters related to client concerns and needs
• Build and strengthen client relationships to achieve long-term partnerships, connecting with key business executives and stakeholders
• Maintain accurate client records, keeping track of any contract updates and renewals
• Liaise and work between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions according to customer needs
• Develop a thorough understanding of our products and service offerings to better upsell and cross-sell to clients

The Role

Reporting to the Managing Director, you will

· Handle inquiries and requests from customers and address their needs

• Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors
• Stay on top of accounts, making sure customers receive services that are within their budget and meet their needs
• Responsible for keeping current customers satisfied and delivering exceptional customer service on a day-to-day basis
• Collaborate and meet regularly with internal team members to discuss progress and find new ways to improve business and to facilitate customer need fulfilment
• Generate progress reports for clients and management within the company
• Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders
• Forecast and track key account metrics
• Collect and analyse data to learn about customer behaviour
• Identify upsell, cross-sell, and renewal opportunities and communicate with the management regularly
• Act as a customer advocate with a focus on improving the buying experience
• Monitor and analyse customer's usage of our product and solution
• Responsible for working with the Sales and management to onboard and integrate new customers and developing existing customer relationships

What Requirements You Need

• Diploma or Bachelor's Degree in Marketing, Business Administration, IT, Communications, Engineering or relevant field
• Possess minimum 4 years of account and customer experience as an Account Manager, Key Account Manager, Sales Account Manager, Customer Service Manager or relevant role, with knowledge in the IT sector is preferred
• Have strong network and cyber security in the enterprise and government sectors as well as in local IT market
• Critical thinking and problem-solving skills
• Demonstrate ability to communicate, present and influence key stakeholders at all levels of an organisation, including executive and C-level
• Proven ability to manage multiple account management projects at a time, while maintaining sharp attention to detail
• Proven track record of meeting or exceeding quotas and receiving positive customer feedback
• Strong interpersonal, communication (both verbal and written) and presentation skills
• Excellent listening and negotiation abilities
• Able to strategize and build strong rapport with customers and team members
• Experience delivering client-focused solutions to customer needs
• Natural relationship builder with integrity, reliability and maturity
• Ability to collect, track, and analyse large amounts of data
• Self-motivated and able to thrive in a results-driven environment
• Possess bid management experience
• Demonstrate a deep commitment to understanding customer needs and delivering tailored solutions that exceed expectations
• Able to maintain a polished and professional appearance with a confident and courteous demeanour in all client interactions
• Able to handle client issues or escalations calmly and constructively, offering solutions that maintain client confidence

We regret to inform that only shortlisted candidates will be notified.  All applications will be treated with the strictest confidence.

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