Field Customer Account Manager - Scotland

MISSION

'The role is responsible for managing the company's small-sized customer relationships, developing short to medium-term relationships, providing sales growth, and ensuring customer satisfaction. This involves developing tailored sales plans and offerings, developing a stakeholder engagement plan for connecting with key figures, and negotiating and closing deals within client budget limitations. Further, the role entails serving as the primary liaison, proactively addressing challenges and issues to ensure client needs are effectively satisfied, and identifying opportunities for cross-selling and up-selling. Finally, the role entails tracking and monitoring KPIs and metrics to evaluate performance, providing reports to relevant stakeholders, and monitoring trends and competition to refine sales strategies.

MAIN RESPONSIBILITIES

1. Is responsible for managing a portfolio of small-sized client accounts, developing short to medium-term strategies for sales growth, portfolio diversification, and customer retention;
2. Develops and implements account-specific sales plans and offerings, aiming to achieve specific, realistic sales targets in alignment with broader commercial and business targets, while adhering to client budget constraints;
3. Develops a comprehensive plan to engage stakeholder in client organizations, if necessary, identifying and understanding roles, priorities, and concerns of key figures as buyers and influencers;
4. Establishes and maintains relationships with small client accounts, actively listening and understanding their unique requirements and preferences, consistently offering tailored products or solutions, and establishing a feedback system for ongoing improvement;
5. Manages financial aspects such as budgeting, pricing strategies, and contract negotiations, ensuring profitability, managing discounts and special deals, and aligning pricing strategies with market conditions and client budget limitations;
6. Serves as the primary liaison for small client accounts within the company, coordinating across various departments to address client needs effectively and ensure high levels of satisfaction;
7. Oversees the delivery process of products to clients, promptly resolving any issues or conflicts to maintain a positive client experience and prevent escalation of potential problems;
8. Identifies and leverages opportunities to deepen existing client relationship through cross-selling and upselling techniques within the scope of small-sized client budgets, and utilizes their network to attract new small-sized clients;
9. Tracks and monitors KPIs and metrics for both the portfolio and individual accounts (e.g., quarterly sales results, annual forecasts), to pinpoint areas for improvement and regularly reports insights to Country / Channel Sales Management;
10. Proactively monitors sales data, market trends, and competitor activities, utilizing this information to refine sales strategies, identify growth opportunities, and make informed recommendations for sales optimization.

GENERAL SKILLS

TECHNICAL COMPETENCIES

BUDGET / PEOPLE RESONSIBILITIES