Account Manager
Nepal
Dogma Group is a tech consultation company working with ERP and CRM solutions for our clients primarily in the UK. We are looking to hire a dynamic and well-versed Account Manager to nurture our sales process and handle client accounts. If you are great with communication, can seamlessly bridge solutions to opportunities and love demonstrating those solutions, then this is the right role for you.
Role and Responsibilities:
- Client Relationship management: Serve as the main point of contact for clients, ensuring their needs are met and their expectations are managed. Regularly communicate with clients, understand their business goals, address concerns, and build long-term relationships to foster client loyalty.
- Sales and Revenue Growth: Drive revenue growth by identifying upsell and cross-sell opportunities within existing accounts. Propose new products or services that align with the client's evolving needs, negotiate contracts, and renew agreements to maximize account value.
- Strategic Planning and Account Management: Develop and execute account strategies that align with both the client’s goals and the company’s objectives. Create account plans, set goals and objectives, track progress, and ensure alignment between the client’s strategies and the services provided.
- Project Coordination and Delivery Oversight: Oversee the delivery of products or services to ensure they meet client expectations and are delivered on time. Coordinate with internal teams, monitor project timelines, manage resources, and address any issues that arise during project execution.
- Reporting and Performance Analysis: Monitor and report on the performance of client accounts, using data to inform strategies and decisions. Prepare regular reports on account performance, analyze key metrics (e.g., customer satisfaction, ROI), and present findings and recommendations to clients and internal stakeholders
Other Responsibilities Include:
- Tracking Support Contract via CRM and liaising with Account owners & finance
- Reviewing Support calls and Licence usage with the S&M team looking for potential issues on the clients
- ROB set up for every client to ensure customer satisfaction
- Conducting and reporting on Surveys (CSAT, NPS, VOC) on a regular basis
- Supporting nominated account owners during the annual renewal process
- Review T&M run down to alert client and account managers
- Tracking potential new support contracts from completing projects – including ensuring the new contracts are fit for purpose and come into a play immediately after Go Live
- Creating, compiling and researching for Account Review reports and presentations
- Compiling and drafting regular Client newsletter (min. 4 times per annum) with key internal resources supporting
Requirements:
- At least 5 years of customer facing experience.
- Excellent verbal and written communication skills in English
- Experienced at making pro-active out-bounds calls.
- Experience in using CRM or similar systems.
- Strong Excel and PowerPoint skills
- Enthusiastic out-going personality
- Attention to detail, especially when multi-tasking
- Team player and good time-management skills
- Great interpersonal and communication skills
- Business, Marketing or Customer Service qualifications will be an advantage
Benefits:
- Hybrid Work Culture
- Opportunity to work with international clients
- Extensive training and learning opportunities
- Accidental and medical insurance
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