Account Manager (AM)

As an Account Manager at our client you play pivotal role in maintaining & expanding  our client relationships and bringing in new clients.  Your focus will be on ensuring the successful expansion of existing contracts, bringing in new customers and working with your Customer Support Manager to renew existing services. You will establish yourself as a subject matter expert and reliable business partner to each client & target client by learning about their facilities, understanding their wants/needs, their service history, and the overall relationship our client has with them.  You will also use your industry expertise to create unique, facility specific solutions and scopes of work for new clients.  As an Account Manager, you will provide general support to all clients within your book of business as well as bring new clients into our client. This involves becoming highly proficient in all our clients systems and processes, enabling you to own the scheduling of service, maintain client relationships, and work cross-functionally to provide a world-class customer experience and grow our existing business.

Key Responsibilities:

·       Work with your Customer Support Manager to develop all previous and current accounts due for renewal to maintain and grow business. Refer to AM -> CSM Handoff Process.

·       Meet KPIs and Monthly Activity Benchmarks for calls, emails, meetings, contract expansion, renewal and new opportunities/proposals generated.

·       Focus sales efforts by creating a strategic sales plan based on geography, segment, operational capabilities, and company goals.

·       Keep management informed by logging activity and results in CRM.

·       Monitor competition by gathering current marketplace information on pricing, products, and merchandising/marketing techniques.

·       Adjust content of sales presentations by effective discovery of prospect needs.

·       Collaborate with Operations Team on pricing, scope of work, scheduling and any special client needs.

·       Generate expansion, renewal and new proposals and manage any contract (scope or price) increases approved by Account and/or Regional Managers.

·       Work closely with the operations team to schedule and ensure service delivery that aligns with client expectations.

·       Enter all service and scheduling information into systems and manage the account going forward by scheduling future activities/tasks in Pipedrive for your CSM partner to nurture the relationship.  Refer to AM -> CSM Handoff Process.

·       Identify expansion opportunities for additional cleaning services, new locations, or products and work with your Support Teams to close the deal.

·       Run Renewal Reports and the Potential Sales Report – 2 months ahead - to ensure future renewal services are scheduled by the Customer Support Manager.

·       Address client concerns and work to resolve any issues to secure expansion/renewal/new business.

·       Assist with providing crew names, service reminders, and customer satisfaction surveys.

·       Add contracts/POs as a “file” on the account in Pipedrive.

·       Retrieve COI requirements from clients and work with HUB to produce and send insurance documents (COI’s) to client for job site insurance.

·       Gather invoicing/payment instructions for the Billing Team to ensure smooth, on-time billing.

·       Work with the Billing Team on any “Pay Apps” or billing services required by the client.

·       Retrieve upsell opportunities generated from technicians and work with Customer Support Manger to close the deal.

·       Proactively provide support with month-end clean up and unscheduled HAL items.

·       Familiarize yourself with any mandatory customer systems such as Corrigo, Procore, Ariba, etc.

·       Present regular updates to the management team on expansion and renewal activities

Job Requirements

Education and Experience: The requirements listed below are representative of the knowledge, skill, and/or ability required.

Required

• BA/BS University degree
• Three to five years of service sales experience
• Expert understanding of CRM (Pipedrive), Sharepoint, Office 365

Essential Qualifications:   To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Aggressive Hunter
• Strategic Sales Planning
• Expert organizational skills and the ability to multitask
• Closing skills
• Excellent phone and cold-calling skills
• Exceptional customer service skills
• Strong listening skills
• Ability to achieve and surpass sales targets