About the job Account Executive
Job Title : Account Executive
Location : New York
Model : Hybrid
An Account Executive assumes total ownership of a portfolio of clients. The AE role can be explained best by the following Key Performance Areas : Strategy Driver, Operational Oversight, Relationship Owner, Sales Farmer, Technology Champion, and Commercial Owner. The AE will be required to demonstrate sales experience or awareness, able to reach targets through technology recommendations to their client base.
An AE is also required to have a sound technology and technical knowledge in various IT fields (Hardware, Software, ISP, Networking, Policies and procedures, Microsoft Cloud, and backup solutions). This role further includes retaining, growing, and maintaining profitability of existing client Service Level Agreements, and from an operational perspective, performing the service level management function outlined within ITIL best practice.
Key Performance Areas :
Operational Oversight
- Ensure operations abide by Service Level Agreements (High Level)
- Complete understanding of the contract and clients requirements
- Manage clients expectations in terms of the contract
- Meet with teams to discuss day-to-day operations and opportunities for sales
- Source and interface with vendors as needed
- Engage with the client in monthly service review meetings
- Assist in driving escalations and crisis at Clients
- Manage client risk portal
Relationship Building
Continuous management of perceptions of value (internally & externally)Assist with client satisfaction surveys and feedbackEffective interfacing between clients, teams, and service providersAct as a Single Point of Contact for clientsBuild and manage client relationships with all key stakeholdersRetain client services and identify areas for new / better servicesCreate opportunities to build stronger relationships with stakeholdersEnsure client birthday gifts are sent out and delivered on timeKeep VIP and contact list of client up to dateSales Farmer
Review existing clients products and requirements to locate upsell opportunitiesProvide quotes for equipment required by clientsLiaise with the Project Management Office team to provide solutionsCreate proposals to be presented to clientsEnsure service delivery of solutions once accepted by the clientProvide solutions to client risks captured on client risk portalPerform weekly sales forecast updates on CRM systemTechnology Champion
Keep up to date with technologies on offerComplete relevant training set out by managementLearn and understand client environmentSet up client workshops to discuss new opportunitiesDrive client technology roadmap and ensure deadlines are metInform client on warranty status of equipment where relevantCommercial Owner
Drive SLA renewals before due dateCreate costing of new proposed SLA at least 1 month before renewalReview and amend contracts as neededUnderstand clients contract agreementCheck if a true-up or true-down is needed between renewal datesGain insight into clients IT spend and manage budgetStrategy Driver
Create client roadmap in Client PortalMeet with clients to discuss opportunities for improved service delivery or productsReview clients strategic business plans to assess needs and plan servicesIdentify opportunities to gain more wallet share at clientAssist in cost-saving measures for clientsMinimum Qualifications and Experience :
5 to 10 Years of IT experienceOutsourcing / Consultant backgroundTechnical / operations backgroundService delivery experienceFinancial knowledgeSales knowledge / backgroundITIL understandingCompetencies and Skills :
Competencies :
Strategic insightPeople-orientationRelationship buildingProblem-solvingPlanning and foresightAssertivenessSkills :
Communication skills (verbal, written)Presentation skillsKnowledge of PSA / reporting tools such as ConnectWise and BrightgaugeKnowledge of analytics toolsAbility to process, analyze, and translate dataAdvanced Microsoft Excel skillsWhy Netsurit?
Innovative Environment : Work with cutting-edge technology and industry leaders.Growth Opportunities : Continuous learning and professional development.Client-Centric : Be the trusted advisor and primary contact for our valued clients.
