Key Account Manager - Specifier

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Purpose

To increase revenue within the existing NBS specifier customer base by promoting and upselling the entire suite of NBS products and services to Specifier customers.

This is a sales and account management role requiring a consultative and professional approach. The job holder will proactively manage their own set of accounts to generate and convert additional business and upsell opportunities whilst retaining existing revenue. The job holder will receive and manage leads to upsell NBS products and services to customers outside of their own set of accounts. The job holder will also be the first point of contact for any customer querying or expressing a desire to cancel their subscription in order to objection handle and minimise customer churn. Initially the role will be carried out in-house (remotely under current UK restrictions) predominantly over the telephone and via online meeting platforms with the scope for this to expand out into the field with face to face client meetings as relationships are built and successful development within the role is demonstrated.

Day to day activity will involve making contact with existing customers with effective follow up as required. The individual will take ownership of identifying key decision makers and influencers in organisations and will set up calls, meetings and product demonstrations with these individuals. This will involve contacting customers over multiple channels including telephone/email/social media/online meeting software platform as well as attending events and networking online and face to face.

The role requires the job holder to understand the needs and requirements of the customer, to identify upsell opportunities and present NBS products and services to these customers. On their own accounts the job holder will work to encourage full and proper adoption of the NBS software portfolio, increased adoption of software licences, training, consultancy and any additional services that are available for adoption by our Specifier customers. The job holder will also be required to meet online and/or by tele-conference to deliver product demonstrations and presentations to individual customers. There will be scope for this to be carried out face to face at client meetings as knowledge and experience are demonstrated.

The job holder must provide a first class customer experience and be regarded as a brand ambassador ensuring NBS maintains its reputation for providing quality products and that each customer receives the highest standards of service.

The role requires an ambitious, agile and flexible approach as the Company expands.
People & Resources

Staff: This role has no direct reports.

Resources: Key internal contacts include Specifier Sales, Manufacturing Sales, Marketing, Product Management, Product Team colleagues, Finance, Support, Training and Customer Success.
Key Responsibilities

• To achieve upsell sales targets for existing Specifier customers.
• Focus on additional licences, training sales, consultancy and upsell i.e. Tier 1 to Tier 2
• Manage and retain 'at risk' renewals providing a first class customer experience at all times.
• Account manage a number of key and strategic accounts through their renewals and target these accounts for any upsell opportunity.
• To be an expert in Specifier NBS products and services and establish themselves as a trusted advisor with existing NBS customers.
• Ensure a positive and professional image is projected so effective customer relationships are built and maintained.
• Effective reporting and forecasting on the status of opportunities and prospects.
• Follow up up-sell sales leads generated internally to ensure up-sell sales targets are achieved.
• To understand and promote the benefits of the NBS product portfolio to existing customers and to ultimately secure new sales within existing accounts.
• Secure online appointments with existing customers.
• Complete all associated customer correspondence and administration tasks to a high standard and in a timely manner.
• To update the Customer Relationship Management (CRM) database Salesforce on a daily basis detailing all customer contact including telephone calls, appointments and meetings, emails sent and received, business secured and all discussions with existing clients.
• The job holder must ensure they invest time in keeping up to date with the NBS products and services as they develop.
• The job holder must also invest time in keeping up to date with industry trends and developments to identify opportunities to increase revenue and build relationships.
• To build and maintain good working relationships with key colleagues.
• The job holder may also be asked to undertake other duties outside of this job description that are commensurate with their skills and experience.

Measures of Success

• Up-sell sales targets within existing customer base to be achieved.
• Revenue growth demonstrated for existing NBS customers.
• Renewal of strategic accounts
• Objection handling and retention of at risk accounts
• Customer satisfaction and NPS

Vision, Mission & Values

Value

Why

Be curious

• It enables both personal and organisation growth
• It facilitates continual improvement
• It encourages people to question and challenge

Be ambitious

• It makes things happen
• It motivates and inspires
• It drives us to accomplish things and gain the best outputs

Be collaborative

• We recognise the value of working with others, sharing knowledge and fostering strong relationships to make informed decisions
• Technical excellence is expected of us, we achieve this working together and finding the best solutions
• We are a team working towards the same goals

Show integrity

• Organisations known for their integrity perform better
• Doing the right thing in a professional way, acting with humility and transparency
• It fosters a workplace culture of open, honest and transparent communication
• It builds trust and confidence

Own it

• It is crucial to efficiency
• Being accountable leads to increased capabilities with a boost to job satisfaction
• It is about stepping up and being responsible for results and outcomes - good and not so good!

Technical/Job Skills, Qualifications and Experience

• A results driven individual with a track record of achieving and exceeding financial targets
• Demonstrable experience in a sales/target driven environment.
• Open to role developing an element of field sales.
• A strong customer focussed approach with a strong work ethic.
• The ability to fully understand the customer need, interpret their requirement and effectively relate to the NBS product portfolio.
• The ability and experience of building and developing long term sustainable relationships with customers.
• Negotiation skills with the ability to influence at C suite level.
• Experience of demonstrating and presenting to key stakeholders.
• Effective time management.
• The ability to overcome objections.
• A proactive attitude, high performing and self-motivated with a working knowledge of the sales pipeline and conversions.
• Resilient and agile who applies a mature, balanced approach to their work.
• Demonstrate adaptability and flexibility to do what it takes to get the job done.
• The ability to remain calm and objective under pressure.
• Experience of demonstrating software products (desirable).
• The ability to understand technical information and relay it to the customer in a clear and concise way.
• Experience of presenting to groups.
• Experience of supportive team working.
• Well-developed planning and organisational skills.
• Excellent communication and presentation skills.
• Proficient IT skills - especially Microsoft Office and CRM systems (salesforce desirable).
• Construction industry background (desirable).
• A current and valid UK driving licence (desirable).