Purpose of the job:
To ensure that Numata continuously does more with less without compromising on quality, whilst making our clients love us. An IT Account Manager's main role is to retain top customers and nurture those key relationships over time. Ideally, they become a strategic partner and advisor to the client, discovering new opportunities to work together for mutual benefit.
Description:
The IT Account Manager will be responsible for ensuring client satisfaction and promoting the successful adoption of technology solutions within the client base. This role primarily focuses on building strong client relationships, understanding their business needs, and acting as the main point of contact for all service-related inquiries and issues. The IT Account Manager will collaborate closely with internal teams to deliver exceptional service, drive technology adoption, and proactively address client concerns to maintain high levels of client satisfaction.
Responsibilities:
Client Relationship Management:
- Establish and maintain strong relationships with clients, acting as their trusted advisor for all technology-related matters.
- Understand clients' business objectives, challenges, and technology requirements.
- Conduct regular meetings and check-ins with clients to ensure ongoing satisfaction and identify areas for improvement.
- Act as the main point of contact for client inquiries, concerns, and escalations.
Technology Adoption and Client Success:
- Promote the adoption of technology solutions within the client base to drive business efficiency and productivity.
- Collaborate with clients to identify opportunities for leveraging technology to meet their specific needs and objectives.
- Provide guidance and training to clients on the effective use of technology tools and solutions.
- Monitor client usage and adoption of technology, identifying and addressing any barriers or challenges.
Client Satisfaction and Issue Resolution:
- Proactively address client concerns, issues, and escalations to ensure a high level of client satisfaction.
- Work closely with internal technical teams to resolve client issues in a timely and efficient manner.
- Conduct regular service reviews with clients to assess their satisfaction, gather feedback, and identify areas for improvement.
- Implement client satisfaction measurement tools and methodologies to track and improve client satisfaction levels.
Account Planning and Growth:
- Collaborate with the sales team to identify upsell and cross-sell opportunities within the existing client base.
- Assist in account planning activities to develop account strategies and drive organic growth.
- Identify potential risks and challenges within client accounts and devise strategies to mitigate them.
- Provide input and insights to the product and service development teams based on client feedback and needs.
Documentation and Reporting:
- Maintain accurate and up-to-date client records, including contact information, service requests, and interactions.
- Prepare regular reports on client satisfaction, technology adoption rates, and other key performance indicators.
- Document client-specific requirements, preferences, and configurations for internal teams to ensure smooth service delivery.
Requirements:
- Bachelor's degree in a relevant field (e.g., IT, Business Administration) or equivalent practical experience.
- Proven experience in an account management or client-facing role within the IT industry.
- Strong understanding of technology solutions and their application within businesses.
- Excellent communication and interpersonal skills, with the ability to build rapport and effectively communicate with clients and internal teams.
- Demonstrated ability to drive client satisfaction and foster long-term client relationships.
- Problem-solving and conflict resolution skills to effectively address client concerns and issues.
- Ability to work collaboratively in a team environment and manage multiple client accounts simultaneously.
- Strong organizational and time management skills to prioritize tasks and meet deadlines.
- Familiarity with customer relationship management (CRM) software and tools
