IT Account Manager
22 hours ago
Key Responsibilities
- Manage and nurture a portfolio of assigned customer accounts—build strong relationships with key decision-makers and stakeholders in those organisations.
- Serve as the liaison between the customer and Ipenet's technical/consulting teams: capture business requirements, ensure proper solution alignment, and drive delivery excellence.
- Understand the customer's business, industry context (e.g., manufacturing, education, healthcare, government), IT infrastructure landscape, pain points and strategic objectives. (Ipenet serves multiple segments: education, hospital, hotel, insurance, telecoms, retail, manufacturing, logistics) Ipenet+1
- Present and propose Ipenet's solutions (networking & connectivity, cybersecurity, system & storage infrastructure, managed services, ELV etc) to clients — leveraging Ipenet's service offerings. Ipenet+1
- Identify upsell / cross-sell opportunities within assigned accounts by understanding evolving customer needs, emerging technologies (cloud, SD-WAN, cybersecurity) and presenting relevant value propositions.
- Develop account plans: set growth targets, renewal plans, risk mitigation for account churn, and track performance.
- Negotiate contracts, service agreements, scope changes and pricing with customers, in coordination with legal/finance teams.
- Work alongside delivery teams to ensure service level agreements (SLAs) are met, issues are escalated and resolved, and customer satisfaction is maintained.
- Monitor account health: track metrics such as revenue growth, customer satisfaction (CSAT/Net Promoter Score), retention, renewal rates, and escalate issues proactively.
- Collaborate with marketing and product teams to bring new offerings to clients, gather feedback and drive product/service enhancements.
- Maintain accurate records of account activity, forecasts, pipeline and documentation within CRM system.
- Represent Ipenet at customer meetings, industry events/trade shows as needed.
- Stay up-to-date with market trends in IT, digital transformation and competitive landscape in Malaysia/APAC.
Qualifications & Skills
- Bachelor's degree in Business Administration, Information Technology, Computer Science, or related field.
- Proven experience in account management, business development or sales (preferably in IT/ICT solutions) — e.g., 3-5 years or more depending on seniority.
- Strong understanding of IT infrastructure, networking, cloud, cybersecurity, managed services — so you can engage credibly with both technical and business stakeholders. (Ipenet's business covers these areas)
Job Type: Permanent
Pay: RM5, RM6,200.00 per month
Benefits:
- Opportunities for promotion
- Professional development
Work Location: In person
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