Job Opportunity: Account Manager
Position Overview
Ctrack is looking for a results-driven and high-performing Account Manager to join our Sales team. The main purpose of this position is to manage the relationships and interactions with allocated accounts in a manner that promotes an excellent customer experience. You will be responsible for effective account administration, driving customer retention, and achieving sales revenue growth in line with your allocated targets and Ctrack's solutions stack.
Key Responsibilities
1. Portfolio Growth & Gross Profit
- Target Achievement: Ensure that business targets are achieved or exceeded by managing customer EOTs and implementing solutions stack selling principles within your allocated customer base.
- Pipeline Accuracy: Ensure opportunities entered into the Ctrack pipeline are accurate, managed weekly regarding days in the pipeline, and backed by consistent customer engagement to ensure quick deal closures.
- Wallet Sharing Strategy: Showcase available modules to customers and apply them in a wallet-sharing strategy aligned with target expectations.
- Upselling & Cross-Selling: Understand client needs and objectives to identify opportunities to upsell or cross-sell additional products and services.
- Strategic Account Plans: Create and execute strategic account plans to achieve sales targets and maximize revenue growth.
- Internal Collaboration: Collaborate with internal teams—including marketing, product development, and customer support—to ensure client satisfaction and drive business success.
2. Customer Satisfaction & Retention
- Call Cycle Adherence: Ensure a quality value proposition-focused call cycle of 90% is driven and adhered to in line with Ctrack strategy.
- Relationship Management: Develop and maintain strong relationships with existing clients, serving as their primary point of contact for all sales-related inquiries and activities.
- Solutions Expertise: Ensure you are fully trained and comfortable with the entire Ctrack solutions stack.
- Value Addition: Ensure additional services are tabled, approved, and implemented in line with Ctrack's 'add more value' principles.
- CSI Threshold: Ensure your Customer Service Index (CSI) score remains above the 90% threshold.
- Zero-Churn Culture: Ensure preventable churn within your customer base is measured and managed in line with a zero-churn culture.
- Business Reviews: Conduct regular business reviews with clients to assess performance, address concerns, and identify areas for improvement.
3. General Responsibilities
- Market Awareness: Stay informed about industry trends, competitor activities, and market opportunities to identify potential leads and develop effective sales strategies.
- CRM Utilization: Utilize CRM software to track sales activities, manage pipelines, and generate reports for management review.
- Networking: Represent the business at industry events, conferences, and trade shows to network with potential clients and promote our products and services.
Competencies
Behavioural Competencies
- Communication Skills: Clear and effective verbal and written communication; active listening to understand client concerns and articulate value propositions.
- Strategic Thinking: Strategic mindset to identify growth opportunities, analyze market trends, and develop strategic account plans.
- Problem Solving & Analysis: Strong analytical skills to troubleshoot, resolve customer concerns promptly, and adapt to changing circumstances.
- Team Collaboration: Ability to collaborate effectively with internal cross-functional teams and share best practices.
- Time Management: Excellent organizational skills to manage multiple accounts and prioritize tasks to maximize productivity.
- Resilience and Persistence: High motivation and grit to maintain momentum through setbacks and pursue leads persistently.
- Ethical Conduct: Commitment to upholding high ethical standards and compliance with company policies and regulations.
Technical Competencies
- Sales Expertise: Proficient in sales techniques, strategies, and methodologies from prospecting to closing deals.
- Customer Relationship Management: Interpersonal skills to build strong client relationships and provide tailored solutions.
- Negotiation Skills: Expertise in handling objections, value-based selling approaches, and reaching mutually beneficial agreements.
- Tech-Savviness: Proficiency in using CRM software and other sales tools for efficient communication, data analysis, and reporting.
Qualifications & Experience
- Education: Bachelor’s Degree in Business Administration, Sales, or a related field. A BCom qualification or studies toward a degree/diploma in Customer Service or Fleet Management is an advantage.
- Experience: Proven track record of success in sales, with at least 3 years of experience in a similar Account Manager role.
- Systems Knowledge: Intermediate proficiency in MS Office and solid experience with CRM software.
- Travel: Willingness to travel occasionally for client meetings, industry events, and conferences.