What are the responsibilities and job description for the Service Account Manager position at Peak Technologies?
JOB SUMMARY & SCOPE:
Responsible for managing a portfolio of client accounts, ensuring high levels of customer satisfaction, and driving revenue growth through upselling and cross-selling strategies. Requires a strong background in account management, excellent communication skills, and a proven track record of meeting and exceeding sales targets.
KEY ACCOUNTABILITIES:
- Manage a portfolio of client accounts and serve as the primary point of contact for all customer inquiries and issues.
- Build and maintain strong, long-lasting customer relationships by understanding their business needs and objectives.
- Develop and execute strategic account plans to drive revenue growth and achieve sales targets.
- Identify opportunities for upselling and cross-selling additional products and services to existing clients.
- Collaborate with internal teams, including sales, marketing, and product development, to ensure customer needs are met and issues are resolved in a timely manner.
- Prepare and deliver regular account performance reports to clients, highlighting key metrics and insights.
- Stay informed about industry trends, market conditions, and competitor activities to identify potential opportunities and threats.
- Proactively address any customer concerns or escalations to ensure a positive customer experience.
- Conduct regular business reviews with clients to review performance, discuss new opportunities, and address any concerns.
- Maintain accurate records of customer interactions and sales activities in the CRM system.
EDUCATION EXPERIENCE KEY TRAITS:
- Bachelor's degree in business administration, marketing, or a related field.
- Proven experience in account management, sales, or customer service.
- Strong communication, negotiation, and interpersonal skills.
- Ability to build and maintain strong relationships with clients and internal stakeholders.
- Excellent problem-solving and decision-making abilities.
- Self-motivated with a strong sense of accountability and ownership.
- Proficiency in Microsoft Office suite and CRM software.
- Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.
- Willingness to travel occasionally for client meetings and industry events.
- Relevant certifications (e.g., Certified Account Manager) preferred but not required.
TYPICAL PERFORMANCE TARGETS:
- SERVICE DELIVERY: Sustained, measured excellence in project & process delivery.
- COST TO SERVE: Sustained, measured excellence in delivery efficiency with expected continuous improvement.
- INNOVATION: Step changed delivery in safety, quality, and/or cost.
LANGUAGE SKILLS:
- Primary language used in daily operations is English. Additional primary company languages include Spanish, French, and Dutch.
- Read and interpret documents, procedure manuals and various correspondence from both internal and external.
- Speak effectively, both individually and before groups of both external customers and/or various levels of employees within the organization.
SUPERVISION:
- Role does not require supervision of direct and indirect reports.
DECISION MAKING REASONING:
- Able to take accountability and responsibility for business target delivery and decision making.
- Possess a unique blend of business and technical savvy, a big-picture vision, and the drive to make that vision a reality.
WORKING RELATIONSHIPS
- Internal and External Customers