Internal Sales Account Manager IT Telecommunications

Our client an ISP specializing in providing INTERNET VOICE and HOSTING solutions is seeking a permanent opportunity for a skilled and experienced Internal Sales Account Manager based in Umhlanga Durban.

• Report to: Directors
• Department: Sales
• Location: Office based - Some remote work can be accommodated
• Attendance: Full time during office hours 08:00 17:00
• Contacts: Internal Co-workers (Team members Directors Sales Operations Projects) / External (Clients and Vendors)

Purpose:

The Internal Sales Account Manager is a dynamic and results driven In-House sales account manager. This role is responsible for the managing of existing in-house clients and channel partner relationships. Driving sales growth and ensuring customer satisfaction through proactive account management. The ideal candidate will have strong communication skills a proven track record in sales and the ability to identify opportunities to expand businesses with existing and new clients and partners. The candidate must have strong administration skills.

What We Offer:

• Competitive salary with performance-based incentives
• Opportunities for career growth and professional development
• Supportive team environment with ongoing training
• Exposure to diverse clients and industries
• Company benefits

Key Performance Areas:

• Manage and grow a portfolio of existing house accounts and channel partners serving as the primary point of contact for sales and enquiries to be then directed to the relevant departments
• Identify qualify and execute upsell/cross-sell opportunities (e.g. bandwidth upgrades additional links VoIP minutes/extensions SIP trunks hosted PBX features domains SSL email and hosting upgrades) based on customer usage needs and upcoming changes
• Drive resolution of customer queries through coordinating with the necessary relevant departments; communicate accordingly to ensure clients and partners are aware their query is being delt with
• Prepare and follow up on quotations service orders renewals and contracts; ensure accuracy of pricing scope and terms and conditions
• Provide feedback on performance risks and opportunities for review through the CRM tools provided
• Build and maintain strong relationships with key stakeholders schedule regular check-ins and ensure clear communication on status and next steps and then pass onto the next relevant department
• Drive customer retention by proactively managing contract renewals service reviews and satisfaction; identify churn risks
• Manage inbound leads and account-based opportunities including qualification and follow up
• Support channel partners with product information pricing guidance and promotional activity; ensure partner queries are resolved quickly and professionally
• Ensure adherence to internal processes and commercial policies (e.g. pricing approvals customer onboarding contract documentation)
• Provide strong administrative support by keeping customer master data contact lists price files and supporting documentation up to date track actions and follow-ups to closure
• Manage customer onboarding requirements and documentation (e.g. RICA where applicable) ensuring all information is complete and correctly provided for order processing
• Assist with billing account queries when needed (including disputes and credit notes) by working with the necessary departments to validate usage/charges and resolve issues timeously
• Conduct regular service review meetings with customers (as needed) providing updates on incidents SLA performance and improvement actions document outcomes and follow-ups
• This is primarily an in-house role; face-to-face client meetings are minimal and conducted only when required

Beneficial Skills:

• 3 years of experience in sales account management or customer success
• Strong negotiation and communication skills
• Ability to build trust and rapport with clients
• Proficiency in CRM software and Microsoft Office Suite
• Goal-oriented self-motivated and able to work independently
• Excellent administrative and communication skills

Position Requirements

Knowledge Skills and / or Abilities Required:

To perform this job successfully an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge skill and/or ability required.

• Knowledge of Information Technology industry products services licensing and technologies with a learned focus on products and services sold by THE COMPANY
• Awareness and understanding of commercial terms within sales (margin gross profit revenue turnover net profit cost of sales bulk purchasing discounting etc.)
• Extensive experience in all aspects of the sales lifecycle
• Strong understanding of customer sales dynamics and requirements
• Understanding of Sales Methodologies sales process and dynamics
• Demonstrated level of success in the development of client relationships
• Enjoy working with customers and external audiences
• A commitment to excellent customer service
• Proficiency in Microsoft Excel Word and Outlook
• Understanding of Internet Access Services and VoIP Telephony
• Customer Service Skills
• Negotiation Skills
• Logistics Understanding
• Detail aware and oriented for accuracy
• Good command of the English language (both verbal and written)
• Good email telephonic and interpersonal communication skills (in English)
• Ability to manage own time and tasks to meet deadlines
• Ability to work independently unsupervised
• High energy and drive with good negotiation skills
• Budgeting and Contract Management Skills
• Strong organizational presentation and customer service skills
• Skill in preparing written communications and materials
• Ability to multi-task and adapt to changes quickly
• Ability to lead as well as work within a structured team environment
• Self-motivated with the ability to work in a fast-moving environment
• Ability to engage at a meaningful level with the management team staff providers public and customers
• Target driven