Account manager

• Cultivate and maintain strong, long-term relationships with existing clients   

• Communicate and collaborate effectively with internal teams to deliver a first-class customer experience   

• Define and track key performance metrics (KPIs) to evaluate the success and health of client accounts.   

• Achieve monthly sales targets    

• Accurately record customer interaction through the CRM   

• Develop and maintain account plans for key accounts    

• Implement strategies to reduce client churn and enhance client loyalty.   

• Be ultimately responsible for the retention of customer accounts and spend   

• Manage the renewal process for all customer contracts and subscriptions    

• Identify opportunities for upselling and cross-selling additional managed services to existing clients.   

• Regularly assess and understand the evolving needs and goals of customers. Aligning Conosco's services with their business objectives    

• Collaborate with the technical teams to develop and present tailored solutions to clients   

• Ensure all retainer and Category A customers have a defined, documented road map, agreed with the customer    

• Monitor and report on customer budgets and retainers    

• Develop and maintain an accurate forecast     

• Act ethically always, placing the success and well-being of our customers at the heart of everything we do  

Daily tasks

• Attend department stand-up  

• Follow up on sales leads and client inquiries  

• Review and manage client contracts and renewals  

• Monitor client usage and identify upsell opportunities  

• Develop and execute new client acquisition strategies  

• Accurately record all customer interaction through CRM (Hubspot)  

• Prepare daily sales and performance reports.   

• Align sales activities with marketing campaigns where possible  

• Expand relationships within your client base    

• Resolve client invoicing queries   

Weekly tasks

• Conduct sales pipeline reviews and forecast meetings  

• Hold client meetings to discuss service satisfaction and identify additional needs  

• Update CRM with client interactions and sales activities  

• Review and optimise pricing models for clients  

• Attend training sessions on new MSP offerings and market trends  

• Monitor customer spend (including retainers) v budget

Monthly tasks

• Analyse client profitability and performance metrics  

• Develop and execute account growth plans  

• Prepare and present monthly sales performance reports to senior management  

• Collaborate with service departments to identify and pursue opportunities to deliver more value to client base  

• Schedule and conduct strategic planning sessions with key clients  

• Report on client spend v budget and retainer status  

• Ensure alignment of client roadmap with client budget  

Additional Tasks   

• Conduct quarterly business reviews with clients   

• 5+ years’ experience in IT and/or cyber security sales, MSP experience an advantage  

• Strong interpersonal and communication skills.  

• Excellent problem-solving and negotiation abilities.  

• Net new revenue   

• Client retention rate   

• Overall client health  

• Customer lifetime value