Account Manager

BEHAVIOURS AND OBJECTIVES:
1. To directly achieve: up-sell/x-sell revenue and margin, RFP/quote conversion rate, retention
rate and customer satisfaction targets, as agreed with your manager.
2. To directly support: regular customer meetings, quote numbers and customer onboarding
targets, as agreed with your manager.
3. To proactively manage your own calendar for internal meetings and customer meetings.
4. To represent the business professionally at virtual and face-to-face customer meetings,
trade shows, factory tours and other customer-related meetings.
5. To manage the onboarding of new accounts from the appropriate sales manager.
6. To be highly motivated, drive high performance and be accountable for your own activities.
7. To develop your own skills towards a first-class consultative solution selling model.
8. To liaise with other functions to support the overall growth agenda of Senior Plc.
9. To reflect on and share learnings for any lost opportunities for continuous improvement.
10. To break down barriers and highlight challenges to overcome to your manager.

KEY DUTIES AND RESPONSIBILITIES:
1. Create a pipeline of up-sell/x-sell opportunities over the short, medium and long-term to
support achievement of account growth targets.
2. Grow your key accounts, both virtually and via face-to-face meetings, to ensure up-sell/x-sell
targets are achieved and can be maintained.
3. Report weekly on pipeline forecast, quotes received/sent and CRM record-keeping.
4. Report monthly on up-sell/x-sell activities, including upcoming, in progress, won and lost
bids/tenders/RFPs, in collaboration with the appropriate sales manager when applicable.
5. Report quarterly on plans, progress on customer experience and growth opportunities,
supported by appropriate customer and industry research, for each of your key accounts.
Account Manager
6. Regular arranging and daily documenting (via the CRM module of the ERP system) customer
calls, meetings, follow-up dates/times, quotes, updates, notes from conversations etc.
7. Leverage your consultative solution selling toolkit to identify customer needs and develop
new and enhanced propositions, via communication and collaboration with other internal
department stakeholders, to meet current and future customer needs.
8. Proactively and regularly communicate during quotes, RFPs, tenders and onboarding.
9. Manage communication following new customer onboarding, in collaboration with the
appropriate sales manager, ensuring a high level of customer satisfaction.
10. Support a professional, signed-off handover from the appropriate sales manager for all new
business acquisition accounts transferring into account management.
11. Prepare a weekly summary of activities, issues, progress since last time and updates on
actions.
12. Prepare a summary of call/meeting statistics and post-visit reports on request.

ASSOCIATED RESPONSIBILITIES:
1. Provide input to objectives, target setting, reporting of pipeline and the sales funnel,
systems development and other related account management organisation.
2. Own, develop and maintain your applicable account handling procedures for key accounts.
3. Maintain a high standard of Health and Safety based upon safe working practices.
4. Support environmental initiatives where appropriate.
5. Ensure that all work activities and records comply with Company Policies, Processes,
Procedures, Values and Codes of Practice.
6. Active involvement in continuous improvement, helping to remove barriers to account
growth and customer experience.
7. Prepare to update the Managing Director on your progress, performance and plans.