Account Manager

2 weeks ago

Kuala Lumpur, Malaysia ServiceSource Full time

At ServiceSource, we strive to find and grow exceptional people like you.

Working at ServiceSource, you will be a part of an engaging, energetic, and entrepreneurial work environment while having the stability and influence of a nearly 20-year industry leader behind you.

ServiceSource is a place where you can GROW, both personally and professionally, while expanding your skills in sales, customer success and people management.

The Account Manager is responsible for overseeing the management of moderately complex client accounts and developing processes to ensure favorable relationships with clients, meeting their operational needs. Serves an assigned territory/client with moderate variables in geography and/or customer complexity. Must successfully manage the client’s customers end-to-end, by renewing, expanding, and converting the service relationships our clients have with their existing customer base. Account Managers call upon existing client customers to assess areas of opportunity, renew current service contracts, and convert customers to different services when applicable. Independent and results-driven individuals drive success through persuasion versus prescriptive process. Resolves moderately complex client issues, researches problems, and makes recommendations for potential product enhancements or modifications. Explores various sales channels to improve sales performance. Assist in the preparation of sales forecasts, quotes or negotiations.

Duties and Responsibilities:

- Ensures that client’s customers are consistently satisfied with the client’s products and services, and resolves escalated issues
- Achieve revenue-based quotas based on successful management of client accounts and supporting processes to meet operational needs and growth objectives
- Evaluates the client's customer needs and proposes potential solutions
- Serves as a single point of contact for the client customer and may coordinate the work of client service teams
- Utilize data to successfully remediate customer concerns/roadblocks prohibiting satisfaction
- Manage external competitive pressures and effectively handle objections
- Work with multiple stakeholders, building effective relationships with decision-makers at all levels
- Responsible for managing sales territory and achieving monthly quotas
- Negotiate skillfully in tough situations
- Identify risk and barriers to success; develop contingency plans when necessary
- Identify opportunities for additional product or service sales
- Use data to help influence buying/renewal process

Qualifications:

- Bachelor’s degree preferred
- 6-8+ years working in a sales or account management preferred
- Demonstrated ability to effectively communicate in a fast-paced environment while developing positive relationships
- Experience in high volume calling preferred
- Proven track record of success in sales or account management
- Passion for exceptional customer experience and sales
- Aptitude to learn and optimize new technology and data
- Problem-solving skills
- Excellent knowledge of MS Office programs
- Excellent verbal and written communication skills
- Demonstrated ability to prioritize and multi-task in a time-sensitive environment
- Demonstrated ability to make timely and sound decisions; make decisions under conditions of uncertainty or limited data; evaluate short
- and long-term consequences
- Execute high level of independent judgement and critical thinking
- Professional and polished demeanor

Competencies:

- Accountability - Competent
- Effective Communication - Expert
- Resilience, Curiosity, & Adaptability - Expert
- Integrity - Competent
- Coachability - Competent
- Diversity and Inclusion - Competent
- Team Player - Competent
- Emotional Intelligence - Competent
- Critical Thinking - Expert
- Customer Focus - Expert
- Diagnostic Information Gathering - Competent
- Initiative - Expert - Manage Execution - Expert
- Business Acumen - Expert

Supervisory Responsibility:

- This position has no supervisory responsibilities.

Travel:

- No travel is expected for this position.

Work Environment:

- This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, etc.

Physical Demands:

- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

Uninterrupted home-based internet is required for this role. Applicants should have sufficient internet access in their homes to attend and host video calls, as well as perform essential functions of the role which include downloading and uploading of large files to shared network drives. In general, we have found that a minimum bandwidth s

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