Key Account Manager
*** Important ***
I2X is a technology services company specializing in Managed IT Services. If you have experience in the MSP space than you should definitely apply. If you do not have any technical background, familiarization with MSPs or have worked in a technology company before the learning curve is steep and you may want to reconsider applying for this position.
The mission of the Key Account Manager ("KAM") is to maintain a positive, happy and respectful business relationship between I2X and I2X clients.
To accomplish this mission, the KAM must identify business risks to the client and articulates those risks in terms that are meaningful to the client and profitable to I2X. The KAM is responsible for understanding the client's business, providing the client with long term IT strategy to drive their business results. The KAM also provides the client with budgeting data and relevant technical advice to advance the client's business.
Success as a Key Account Manager will result in business growth for the client and I2X. Failure to effectively carry out the duties of the KAM will result in harm to clients, client customers, I2X, and I2X employees and families.
Roles and Responsibilities
- Keep Clients happy
- Work with IT Team members as a Business Champion for Client solutions
- Oversee quoting and proposal process, Internal and Client approvals, present quotes in context, follow-ups
- Create and deliver quotes to Client
- Conduct strategic business reviews with the Client on a regular basis
- Proactively identify new opportunities with existing Clients
- Call Clients
- High priority issue follow-ups
- Project completion follow-ups
- Conduct Client Satisfaction Surveys
- Ensure Client Contracts are up-to-date
- Perform Periodic Client Audits to ensure that billing drivers are accurate and complete in our internal databases and that what is being billed to Client accurately represents the service(s) that we are providing
- Send emails just to "check-in" when Client is dormant for 90 days
- Let customers know about new, relevant, products and services which may be beneficial to the Client's business and strategic objectives
- Field invoice and Agreement questions
- Handle customer complaints
- Bring attention to the Director of Operations and President of "Client in Jeopardy"
- Deliver monthly "Brag Sheet" to all Managed Services clients
- Delivery weekly or monthly "Project Status Reports" to all AppDev clients
- Field inbound sales calls, emails and chats from existing clients and route them to Sales
- Translate technical risk into business risk
- Other tasks as needed by the Company
This position requires a person who understands technology, but also understands the business reasons driving technology decisions. The KAM should be able to easily translate technology risk into business impact. Business acumen is critical. 4 year college degree required, post-graduate business degree preferred. Technical sales acumen in the areas of Managed Services, Backup and Disaster Recovery, Internet Security, Computer Networks and End User Computer Support is highly desired.
Previous experience in IT Managed Services, ConnectWise, Quosal and Quotewerks are a huge plus.
In order to be successful in this position, you should also possess the following traits.
A KAM should be a visionary. You should help everyone see and be excited by what's possible. Your customers and their peers should respect you. You should be able to respectfully challenge and direct the customer in the their best interest. This means you must have a degree of comfort with tension. Traditional Account Managers are too quick to cave when facing tension with clients. Also, when progress needs to happen internally, you need to have the respect of your team. Team members should want to go the extra mile for you.
This is a big one. The best KAMs are able to keep all stakeholders informed on all the important issues. You will often have to lead the presentation of project updates or account reviews. Whether oral or written, it is critical that all communications are concise, clear and convincing. Communication must also be highly nuanced for the particular stakeholder or group being spoken to.
3. Business Acumen
Many salespeople are far too focused on closing deals and do not understand broader business issues. This approach is fatal when it comes to Key Account Management. A Key Account Manager must be able to see the bigger business issues for the client and help the client manage their business. You must also ensure all business deals are profitable for both sides.
4. Relationship Savvy
The Key Account Manager must be able to read people and connect meaningfully with a variety of personalities. You must understand that all progress is made through relationships. You must know when to take the lead in relationship development and when to enable others to take the lead. Your objective is to build a highly intricate web of many-to-many relationships between the client's people and our people - the more intricate the web, the greater the partnership and the higher the cost to switch to a competitor.
5. Results Oriented
The Key Account Manager must have laser focus on getting results for the customer. This means you must be proactive and not wait for the customer to notice they are not on track to achieving a particular goal. You must have a "no excuses" mindset. You do what needs to be done. You coordinate multiple resources to the achievement of the decided upon outcome. You will take the blame for failures and give credit to the team for successes because you are driven by outcomes not your ego.
6. Appetite for Learning
A successful Key Account Manager recognizes the pace of change we are undergoing. Consequently, you are always open to training and development. You never rest on your laurels. Part of the respect you gain from others comes from the fact that others see that you are constantly growing in their perspectives and abilities. You constantly look for opportunities to improve in areas that you have identified as important.
Info 2 Extreme, Inc. ('I2X") is a Los Angeles based technology firm with practice areas in Cybersecurity, IT Support and Professional Consulting. We provide a wide range of outsourced IT services including network design, monitoring and maintenance, helpdesk, cybersecurity, server implementation, networking, as well as managed, colo and Cloud services. We are growing quickly and have excellent opportunities for people who are looking for an awesome place to work.
In addition to great pay and benefits, we offer flexible work schedule, super cool, tech company environment, continuing education, comprehensive health benefits, 401K, profit sharing, lots of free lunches and video games in the late afternoons.
Los Angeles, CA
Thu, 13 Apr 2017 08:50:17 PDT