Account Manager (Sales), MDU (1070)

Single Digits Bedford , NH 03110

Posted 3 weeks ago

Position Description

The Account Manager is responsible for the successful account management, revenue growth and retention of an assigned portfolio of existing hospitality accounts. This includes overall customer relationship management and customer satisfaction in addition to achieving assigned revenue, gross profit, and account retention objectives. He/she uses a consultative, solution-based sales approach to represent the entire portfolio of Single Digits products and services and ensures customer expectations are being met.

Responsibilities

  • Successfully manage an assigned portfolio of existing hospitality accounts and maintain high levels of customer satisfaction
  • Develop trusted, long-term business relationships with decision makers and influencers at property and ownership group levels
  • Act as a voice of the customer and prioritize and communicate product and business needs from customers to Single Digits leadership
  • Develop and implement account management plans that are consistent with company standards to maximize customer retention, revenue growth, and gross profit
  • Collaborate with Sales, Marketing, Finance and Operations team members on account management and team selling strategy as needed to optimize account retention and revenue growth
  • Use a consultative, solution-based sales approach to identify and propose Single Digits business solutions to address customer needs
  • Position and sell solutions across multiple levels of contact at assigned accounts, including executive levels as required
  • Customize and present compelling value propositions and sales proposals to customers
  • Drive revenue and margin growth through contract renewals, network upgrades and sales of new products and services
  • Achieve assigned sales, revenue retention, and gross profit objectives
  • Renew customer contracts to protect and grow existing revenue and gross profit
  • Effectively manage sales funnel, sales opportunities, and sales forecasts for accuracy in Salesforce.com
  • Maintain adequate numbers of qualified sales and contract renewal opportunities in Salesforce.com to support consistent quota achievement
  • Maintain a minimum 12-month view of all contract renewal opportunities in Salesforce.com
  • Prioritize and track property renewal opportunities and develop early renewal sales plans for action a minimum of one year in advance of contract expiration
  • Accurately forecast sales and contract renewal opportunities by customer name, dollar value, decision month, sales stage, and forecast status
  • Actively monitor accounts receivable for properties and partner with the finance team to help keep properties current
  • Enhance customer relationships and satisfaction through regular customer contact and timely problem resolution
  • Perform quarterly heath checks and operations reviews with top properties to ensure customer satisfaction and contractual commitments are being met
  • Escalate customer pricing, installation, and service issues for resolution when appropriate and serve as the primary escalation point for the customer when warranted
  • Maintain and manage a troubled properties list as needed for customer service focus and improvement
  • Interface and partner with Sales, Marketing, Finance, Operations, and other internal groups to ensure timely response to customer requests
  • Promote a positive reputation and brand image for Single Digits in the marketplace

Requirements

  • Bachelors degree or equivalent from a four-year college or university
  • 5 years of customer-facing work experience at a telecom or technology company
  • Demonstrated experience and success in first-line sales, account management, customer retention or customer service positions
  • Advanced skills in consultative, solution-based selling, negotiating and creative problem solving in providing value-added solutions to customers
  • Demonstrated experience growing customer revenue with additional products and services
  • Proven success and consistency in achieving sales objectives
  • Demonstrated financial acumen and business planning skills
  • Solid working knowledge of Internet and SaaS products and services
  • Willing to travel on occasion based on needs of the business
  • Experience with Microsoft Outlook, Word, Excel, PowerPoint and Salesforce.com
  • Excellent interpersonal and communication skills, both verbal and written
  • Personally accountable for achieving results
  • Self-starter who leads by example and personal involvement
  • Passion for exceeding expectations during customer interactions
  • Multi-tasks and works effectively under pressure
  • Eager to compete and overachieve
  • Team player with unquestioned integrity and business ethics
  • Customer focused with exceptional customer service and customer relationship skills
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Account Manager (Sales), MDU (1070)

Single Digits