Senior Account Manager (Supplier)

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Purpose

To build and maintain existing customer relationships in order to successfully retain accounts and realise the upsell opportunity. This will be delivered through true Account Management developing cross-departmental relationships in order to socialise and promote the diverse range of NBS Manufacturing solutions to the customer.

The role requires an organised, consultative, professional approach both pro-actively through Account reviews and re-actively acting as the voice of the customer.

Day to day activity will involve making contact with customers in a structured manner, progressing opportunities as they present. All customer contact is to be captured in Salesforce, our CRM platform. Contact will be through the usual channels of telephone, email, MS Teams, attending events, networking etc where the individual will take ownership of identifying the key decision makers and influencers in the organisations and build strong, long term relationships with these individuals.

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 agile, flexible approach as the Company expands.
People & Resources

Staff: This role has no direct reports.

Resources: Key internal contacts include Business Development, Customer Success, Operations, Sales Support, Marketing, Product Management and Product Team colleagues.
Key Responsibilities

• To achieve sales targets for renewals and upsell.
• Providing a first class customer experience at all times.
• To be an expert in all NBS products and services and establish themselves as a trusted advisor with 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 the accounts.
• To understand and promote the benefits of the NBS product portfolio to the existing customers
• Secure appointments with customers.
• To undertake quarterly customer reviews.
• Complete all associated customer correspondence and administration tasks to a high standard and in a timely manner.
• To ensure Salesforce is kept up to date detailing all customer contact and business secured and with prospects and customers.
• The Account Manager must ensure they invest time in keeping up to date with the NBS products and services as they develop.
• The Account Manager must also invest time in keeping up to date with industry trends and developments to identify opportunities to increase revenue and build relationships.
• To represent the voice of the customer internally with NBS
• 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

• To achieve the targeted customer retention levels.
• To achieve the targeted upsell levels.
• Call volume & demo/meeting booking targets to be achieved
• Customer satisfaction.

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 for Account Management - namely customer retention and upsell
• Demonstrable experience in a sales/target driven environment.
• A strong customer focussed approach with a positive, can do attitude.
• The ability to fully understand the customer need, interpret their requirement and effectively relate to the NBS portfolio.
• The ability and experience of building and developing long term sustainable relationships with customers.
• Negotiation skills with the ability to influence.
• 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.
• Demonstrable ability to close.
• Well-developed planning and organisational skills.
• Excellent communication and presentation skills.
• Proficient IT skills - especially Microsoft Office and CRM systems.
• Construction industry background (desirable).
• Experience of working in a subscription business (desirable).
• A current and valid UK driving licence (desirable).