The Service Account Manager will be responsible to ensure superior customer service and sustained customer value is provided by focussing on value-add service opportunities aligned with HBS’ technologies and the day to day operations of the customer. The Service Account Manager will act as the trusted advisor to the existing customer base, engaging with the customer to inform and advice on optimum service solutions for maximum Return on Investment (ROI).
Customers:
Sales Excellence:
Effective Team Member:
Financials:
Interdependencies
Key things this role does that makes other roles more effective (if applicable)
Job Specifications
General
(Define as “Essential” or “Preferred” and Qualify Statements as “Excellent”, “Good / Proficient” or “Basic)”
Required Licenses, Accreditations / clearances / statutory requirements
Education / Qualifications
Basic qualifications:
Experience
Professional Skills / Knowledge
Behaviour Competencies
Competency
Definition
Account Analysis and Planning
Identify sales opportunities by ensuring that the customer issues and needs are fully understood, and appropriate options are evaluated and account management strategies and plans are developed to achieve key sales objectives.
Business Acumen
Knows how businesses work and is knowledgeable in current and possible future policies, practices, trends, technology, and information affecting an organisation. Understands the competition and is aware of how strategies and tactics work in the marketplace.
Communicating with Influence
Understands how to communicate in a manner that is clear, concise and easily understood. Communicates with influence using persuasive arguments, appropriate language, style and terminology for the situation.
Consultative Selling
Employs strategic and consultative sales techniques to identify and create sales opportunities. Develops unique or customised solutions to meet customer specific needs that drive profitable business outcomes.
Customer Focus
Displays dedication to meeting the expectations and requirements of customers at all times through knowledge of the customer’s strategy and vision, and uses this knowledge to drive improvements in products and services. Acts at all times with customers in mind, establishing and maintaining effective relationships with customers to win their trust and respect.
Employs Internal Networks
Leverages internal resources or knowledge to build and maintain networks (locally, regionally and globally). Acts as an influencer, persuading others to provide the required information and support.
Managing Relationships
Establishes and builds credibility for self and for HBS within the customer’s organisation. Uses collaborative relationships to build business partnerships, influence others and facilitate the accomplishment of business goals.
Managing Vision and Purpose
Communicates a compelling and inspired vision or sense of core purpose, talking beyond today to articulate possibilities. Demonstrates an optimistic approach by creating milestones and engaging resources to rally support behind the vision. Communicates the vision effectively with the ability to inspire and motivate business units and/or organisations.
Negotiation
Negotiates skilfully in tough situations with both internal and external groups, resolving differences with minimum conflict and can win consensus without damaging relationships. Displays diplomacy and quickly gains the trust of other stakeholders in negotiations.
Problem Solving and Decision Making
Uses logic and lineal thinking to solve difficult problems. Bases decisions on a mixture of analysis, wisdom, experience and judgement, with the initiative to make effective decisions under the pressure of tight deadlines. Deals with concepts and complexity comfortably and looks ‘outside the box’ to find answers, taking responsibility for decisions and outcomes delivered.
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