Account Manager

For one of the top IT client of a leading BPO based out of Gurgaon

Objectives         

• To drive core revenue through existing/Lapsed customers
• Recovering revenue through lapsed and due accounts
• Monetizing accounts by adding products
• To position partners and field sales engagement successfully with customer accounts as appropriate once an opportunity is qualified.

Roles & Responsibilities

• Responsible for calling  for renewal accounts at T-45 to drive renewals
• Responsible for calling  for lapsed  accounts at T-45 to drive recovery of revenue
• Responsible for verifying and maintaining data in Siebel
• Able to discuss solutions with a customer relating to a business requirement
• High degree of knowledge of ERP/CRM  offerings, with a strong ability to communicate software solutions for the company
• Able to solve problems with customers as a first escalation point
• Must have demonstrated ability and maturity to sell and build relationships with senior executives of the company, Demonstrate the ability to build and expand on new relationships.
• Achieves revenue and customer satisfaction goals

Key Metrics       

• Lapsed Closed Revenue
• Renewal Penetration
• Revenue growth through new adds
• Profiling the customer base
• Coverage of customers
• TAT to call down on lapsed cases; renewal cases
• ERP/CRM
• Customer Satisfaction

Required Skill Set

·         Graduate and above. IT background will be preferred 2-3 years field/Tele/support experience in Hardware/software sales, including Solution selling like CRM/ERP.

·         Should have good/excellent communication skills.

·         Handling Lapsed and Renewal customers. Increasing the churn ratio.

·         Should have exposure to office excel and multitasking.

·         Anticipate and identify customer needs and dissatisfaction for proactive customer engagement.

·         Resolve complex issues that have resulted in customer dissatisfaction through negotiation while working within policies and procedures.

·         Maintaining a high volume of out bound contacts to meet weekly, Monthly and Quarterly targets.

·         Building relationships with customers to overcome churn and retention.

·         Meet customer requirements through first contact resolution.

·         Self motivated with the strong convincing power and the passion to excel.