As a Lead Account Manager, you will have day to day responsibility of the Account
Management team within Zonal Marketing Technologies (ZMT). As well as mentoring and
developing the team around you, the successful candidate will also have day to day
Account Management responsibility for some customers of ZMT, part of the Zonal Retail
Systems Group. Based in Stafford you will ensure that all customers for whom the team are
responsible receive a continually high level of customer service from the department as
this is a cornerstone of Zonal’s ethos and methodology.
As Lead Account Manager you will be the voice of the customer internally to ensure that
all customer requirements are met, any issues are resolved quickly and that each customer
feels they have a trusted partner who delivers.
The role will be challenging but the right candidate can thrive in a role that will be varied in
nature and in which the selected candidate will be exposed to all aspects of the business.
Travel and overnight stays will be expected as on site meeting with a large customer base is
required. Being a company that delivers technical innovation, a technical appreciation to
SaaS based products and / or hospitality operational experience is a must.
As a high level summary the main aims and responsibilities of Lead Account Manager
To instil a high standard of Account Management principles within the Account
Management team thereby ensuring a consistent approach is taken by the whole team.
Promoting and demonstrating ZMT’s commitment to excellent customer service
and their ethos of putting the customer at the centre of all they do.
Understanding their clients and the sector in which they operate within the broader hospitality industry.
Developing and maintaining a working-level understanding of all clients, their company culture, products, services and the ZMT strategic roadmap.
Proactively communicating with clients on a regular basis in a professional and efficient manner.
Developing the wider team to ensure that all members of the team have a sound technical understanding of the solutions installed into the customer base.
Detailed view of Duties of a Lead Account Manager
Identify, develop and implement business processes to ensure a consistent approach to Account Management across the team.
Work with the sales team to ensure that customers are fully up to date on Product enhancements and availability. As part of this your role is to ensure that customers are only sold the right solutions for the right business reasons.
Monthly reporting, of a high standard, to be issued at exec level.
Prioritise customer requirements to ensure that ZMT are delivering in line with all customer expectations.
Day to Day Account Management of some ZMT customers. In some cases this could involve travel to attend off site meetings, however this is expected to be limited.
To be the customer advocate internally to ensure that all customer development requirements are known and prioritised accordingly.
Ensure any customer escalations are dealt with in a professional manner and that the customer is updated at every opportunity. Similarly, work with the support teams to ensure that customer issues are resolved in a timely manner.
Transfer knowledge at every opportunity in an effort to upskill other members of the wider team.
To ensure all customers are invoiced correctly as well as getting involved in the production of commercial proposals from time to time.
To work with the support team to carry out trend and problem analysis for ZMT customers.
Preparing Account Management related documents such as meeting agendas, meeting reports, proposals and other client communications or correspondence.
Management or team lead experience.
Zonal Product knowledge desirable.
Marketing Agency background and / or Hospitality sector experience required.
Excellent communication skills.
High level of organisation and attention to detail is paramount.
Must be flexible in their approach as they will invariably be asked to get involved in things at short notice. In doing so though, current commitments must not slip so time management is key.
Excellent MS office skills required along with a high level of IT literacy.
Professional conduct in their actions and written correspondence at all times.