Service Delivery / Sales Manager CAFM / IWMS / CRE
(Ref 983/TechCAFM Sales)
Location: London
Salary: £50k +
Job Title: Service Delivery / Sales Manager CAFM / IWMS / CRE
Status: Full-time
POSITION SUMMARY
Key skills: CAFM, IWMS, CRE, Corporate Real Estate software, sales, business development, technical support, service delivery, account management, cross selling, CRM, service improvements, client relationships, project management, FM, facilities management, mentoring, presentations, negotiations
Key skills required to perform the job:
• Excellent track record in sales and account management of key accounts
• Good negotiation and closing skills
• Good project management background would be beneficial within FM / complex IT solutions
• Excellent interpersonal, team motivation and mentoring skills
• Well organised and good time management skills with sound commercial judgement
• The ability to delegate authority and responsibility with accountability for follow-up
• Excellent communication, writing, presentation and client facing skills
Summary of the role:
Taking an active part in the senior management team, this is a multi-disciplined role for a committed Sales Account Manager who has a track record in up-selling and cross-selling of strategic accounts and to take ownership and overall commercial responsibility for client relationships in order to maximise revenue / profitability and growth in line with company targets, visions and values.
In addition, in the capacity of Service Delivery / Support Manager, you will take responsibility for the Support Centre team to support clients to ensure timely fault resolution both remotely and at client sites, in addition to identifying and securing revenue generating opportunities through Support.
An initial training period will include:
• General company induction
• Product training to a sales presentation and support standard
• Shadowing members of the sales team or board at prospect / client meetings
Key responsibilities and accountabilities:
Manager – Key Accounts
• Achievement of sales revenue targets through new business development and account management based on agreed strategic accounts
• Ongoing development of existing client accounts to generate revenue and to ensure that clients maximise the use of their application(s) with proactive management of the welfare of these clients in relation to overall client strategies
• Possible ad-hoc new business as required
• Responsible for collating, storing and managing and maintaining client correspondence to central locations (electronic and hard copy) for future reference, inline with the documentation policy
• Ensuring client invoices are paid on time and liaising with the Finance department re billing enquires / issues
• Management of the delivery of bespoke work for clients including agreeing functional specifications, estimates, testing, delivery and sign-off from the client. This involves managing and maintaining excellent internal and external (client) communication
• Liaising with company executives/directors where appropriate on new sales opportunities
• Other reasonable duties in order to execute effective account management, including hosting User & Special Interest Groups
Service Delivery / Support Manager:
• Through the Support Centre team, managing the performance of services to clients, ensuring a timely resolution of issues as per client contracts and ensuring that Service Levels are adhered to and priorities are tightly managed
• Ensuring systems, processes and methodologies are adhered to and that the CRM and client licence information are kept up to date, communicating and implementing improvements where applicable
• Promoting teamwork and co-operation among the Support Centre team and continually monitoring its performance (call volume, quality, phone cover and resolution to issues), providing regular and informative reporting to the management team and board on the Support Centre performance.
• Recommending and implementing where agreed, quality and service improvements to achieve targets
• Carrying out performance appraisals of the team, setting challenging but achievable objectives (in relation to managing and closing calls, call quality and handling, productivity levels, communication, customer service skills etc) and other management responsibilities as required
Management Team Member:
• Being a proactive member of the management team, attending meetings, providing feedback, reviewing policies and structure and providing feedback to the board and disseminating information and changes to staff
• Working closely with various teams in relation to finance (revenue, invoicing and debtors for account management), marketing for campaigns, materials and product information and testing / development for software fixes and client development to ensure client satisfaction and industry reputation