OVERALL PURPOSE OF THE JOB
To mentor and support a team of Account Managers and/or Support Coordinators and other key staff to develop a true business partnership, ensuring key liaison between Zonal and the client in order to maximise sales opportunities and maintain the highest level of customer satisfaction to position Zonal as a key long term business partner.
The role involves working closely with other Zonal departments, which is an integral part of the process for ensuring that the agreed level of service and communication supplied to the client by Zonal is maintained.
Ensuring that the Account Services team have a full understanding of the Clients business requirements/objectives with strong relationships throughout the Clients organisation and proactively recognize and develop opportunities for increased revenue.
The Senior Account Manager will work closely with the Account Services Director to ensure that their team proactively manage Zonal service delivery, exceeding the client’s expectations and the ongoing development of the Account Services department.
MAIN DUTIES AND RESPONSIBILITIES
= To support their team and lead the overall relationship with the key client and maximise profitability.
= Ensure that the Account Managers develop and manage a true business partnership with the clients encompassing the day to day management of all aspects of the account whilst working alongside other Zonal departments.
= Focusing on the client, delivering exceptional levels of customer care to ensure maximum customer satisfaction is achieved.
= Ensure that the Account Services team understand the client’s business priorities, IT spend, operation pressures and IT capabilities and actively support the client with business case design and benefit calculations in order to position Zonal as the supplier of choice and proactively develop a pipeline of sales opportunities.
= Ensure that the Account Services team are technically competent and up to date with the Zonal product portfolio and practices.
= Proactively support the Account Services team in recognising opportunities for additional revenue/sales and taking steps to ensure their success.
= Assist the Account Services team to provide clear and effective communication to all clients and Zonal departments both face to face and in written formats.
= Ensure their team are regularly updating internal Zonal departments with any relevant changes made by the client.
= Review & restructure the account plans on a regular basis to ensure that they are accurate, factual and achievable.
= Accurately completing all reporting and forecasting documentation to the required standard and timeframe.
= Work alongside Zonal Finance department to manage the credit account and escalate any issues.
= Attending any relevant internal or external company meetings when requested.
SKILLS, KNOWLEDGE & EXPERIENCE
= Strong understanding of Client topological infrastructures and how the Zonal solution is embedded.
= Excellent understanding of Hospitality Business Operations and Requirements, and opportunity identification.
= Project management experience - ideally within an IT service environment.
= Exceptional standards of Customer Service.
= Good understanding of general IT concepts and confident in communicating with technical experts.
= Good awareness of latest technology and current trends within the hospitality industry.
= Communication and team working; works co-operatively with others incl senior & middle management to achieve a common goal and communicates information in a clear, concise and accurate manner.
= Problem solving and decision making; analyses information appropriately in order to find best solutions and takes a balanced view to reach logical conclusions and make relevant decisions.
= Commercial and organisational focus; demonstrates understanding of overall business and commercial issues facing company.
= Opportunity creation, negotiation and closing to ensure revenue targets are achieved.
= Commitment to results; is committed to obtaining results through taking responsibility, demonstrating a positive attitude and ensuring quality is built into work
The demanding nature of this role will require flexibility in working hours including overnight, where appropriate, and extensive travel.