Account Manager

The Account Manager is responsible for managing and developing relationships with an assigned customer base. The role focuses on delivering an excellent customer experience, identifying opportunities to grow revenue and gross profit, and providing tailored solutions that meet customers' business needs. By building strong, long-term partnerships, the Account Manager contributes to the achievement of individual and company sales objectives.

Key Responsibilities

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Build and maintain strong relationships with an assigned customer base through regular communication and account reviews.

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Prepare and issue accurate, tailored quotations that meet customer requirements.

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Process customer orders accurately and ensure products are delivered within agreed timescales.

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Identify opportunities to increase revenue and gross profit within existing accounts through solution-based selling and cross-selling.

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Proactively engage customers via telephone, Microsoft Teams and face-to-face meetings to understand their evolving needs.

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Maintain accurate customer records, sales activity and opportunities within the CRM system.

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Collaborate with internal departments to ensure a high standard of customer service and successful order fulfilment.

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Resolve customer queries promptly and professionally, escalating issues where appropriate.

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Contribute to the achievement of team sales targets and support wider business objectives.

Key Performance Indicators (KPIs)

Success in this role will be measured through:

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Achievement of gross profit targets across the assigned account portfolio.

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Achievement of monthly active trading customers.

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Proactive customer engagement, measured through completed calls, Microsoft Teams meetings, face-to-face meetings and account reviews.

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Growth in sales revenue and gross profit within existing accounts.

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CRM accuracy and timely completion of customer activity.

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Customer retention and development of long-term customer relationships.

Decision-Making Authority

The Account Manager is expected to:

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Prioritise daily workload and customer engagement activities.

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Manage customer relationships and determine the most appropriate engagement approach.

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Prepare quotations and recommend suitable product and solution options within agreed pricing and commercial guidelines.

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Resolve routine customer issues and coordinate with internal teams to ensure successful delivery.

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Escalate commercial exceptions, pricing outside agreed limits and significant customer issues to the Sales Manager.

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Recommend opportunities for account growth, process improvements and customer retention initiatives.

Knowledge, Skills & Experience

Essential

Strong communication and relationship-building skills.

Excellent organisational and time management abilities.

Customer-focused with a proactive approach to problem solving.

Ability to manage multiple priorities while maintaining attention to detail.

Competent IT skills, including Microsoft Office

Desirable

Previous experience in a B2B sales or account management role.

Knowledge of the AV industry and solution-based selling.

Experience using CRM systems.

Commercial awareness with an understanding of gross profit and sales performance metrics