Account Manager

Job Description

Objective

At DICA, the Account Manager is a pivotal member of the sales team, holding a central role in driving revenue growth and fostering lasting client relationships. This role ensures that client needs are met effectively while also identifying opportunities for expansion and upselling. With a focus on relationship management and achieving sales targets, the Account Manager serves as an anchor in achieving company objectives and driving overall sales success.

Core Focus

The Account Manager's primary responsibility is to cultivate strong customer relationships, focusing on strategic planning and long-term account growth while ensuring adherence to quality standards and efficiency in company operations. This includes promptly addressing inquiries, staying updated on product knowledge, and conducting virtual demonstrations to support the sales process. This role customizes solutions for each client, leads negotiations, and collaborates with other teams to meet client needs effectively. Monitoring account health, implementing retention strategies, and maintaining accurate CRM records are crucial for achieving sales targets and ensuring client satisfaction. Additionally, staying informed about industry trends and fostering open communication within the organization are essential components of this position. To fulfill the requirements of this role, the Account Manager must demonstrate the capability to perform the necessary job duties per DICA's established standard of work. The following requirements outline the knowledge, skills, and abilities necessary for this position.

Principal Roles and Responsibilities:

Client Relationship ManagementConduct regular check-ins with clients to assess satisfaction and address concerns (Weekly/Bi-Weekly)

Act as the primary point of contact for clients, addressing their needs and ensuring smooth communication (Daily)

Develop strong relationships with key stakeholders to understand their business objectives and align services accordingly (Monthly/Quarterly)

Account Planning and StrategyCollaborate with clients to develop strategic account plans aimed at achieving mutual goals (Quarterly/Annually)

Analyze client data and market trends to identify growth opportunities and develop actionable strategies (Monthly)

Review account performance against established KPIs regularly and adjust strategies as needed (Monthly/Quarterly)

Project ManagementCoordinate internal teams to deliver projects on time and within budget, ensuring client expectations and deadlines are met (Daily/Weekly)

Manage project timelines, milestones, and deliverables to ensure smooth execution (Daily)

Act as a liaison between clients and internal teams, facilitating communication and resolving issues promptly (Daily/Weekly)

Upselling and Cross-sellingIdentify opportunities for upselling and cross-selling additional products and/or services to existing clients (Quarterly/Annually)

Inform clients of new offerings or features that may benefit their business and drive revenue growth (As needed)

Collaborate with marketing teams to develop targeted campaigns aimed at existing clients (Quarterly/Monthly)

Financial ManagementMonitor account profitability and revenue forecasts, identifying areas for improvement or risk (Monthly/Quarterly)

Prepare and present regular financial reports to clients, highlighting ROI and value delivered (Monthly/Quarterly)

Work with the finance team to ensure accurate invoicing and timely payment processing (Monthly/As needed)

Customer AdvocacyServe as the voice of the customer internally, advocating for their needs and priorities (Ongoing)

Gather feedback from clients and provide insights to internal teams for improvements (Ongoing)

Resolve customer escalations and ensure timely resolution of issues to maintain customer satisfaction (As needed/Weekly)

Contract Renewals and NegotiationsProactively engage with clients to discuss contract renewals before expiration (Quarterly/Bi-annually)

Negotiate terms and pricing to secure contract renewals and maximize revenue opportunities (As needed/Quarterly)

Collaborate with the legal team to review and finalize contract agreements (As needed/Quarterly)

Training and SupportProvide ongoing training and support to clients on product usage, features, and best practices (As needed)

Act as a resource for clients, offering guidance and troubleshooting assistance (As needed)

ComplianceEnsure clients' adherence to regulatory requirements and company policies (Ongoing)

Stay updated on industry regulations and communicate relevant changes to clients (As needed)

Conduct audits or assessments to verify compliance and address any discrepancies (Annually)