POSITION OBJECTIVEManage a group of contracted clients to include:
The objective of the Strategic Account Manager (STAM) is to retain and grow a very loyal, satisfied and profitable client base by managing expectations and satisfaction. They provide ongoing relationship management with clients that are under contract for all or a subset of the All Covered managed services offerings. The STAM is the primary relationship liaison between All Covered and his/her assigned ACC client base (from initial onboard meetings to potential termination of services). Thus the STAM is both the client advocate and the client advisor. The STAM must always engage the client in accordance with All Covered core values.
The STAM works closely (i.e. like a quarterback) with other members of the account team and service delivery team to ensure each client’s individual needs are being adequately and consistently addressed.
PRIMARY DUTIES AND RESPONSIBILITIES
-Project revenue and realized rate
-ACC terms and pricing
-Full service portfolio including extended services/offerings
-Technology Business Planning
-Accounts Receivable (AR) Escalation
Overall responsibility for client communications
Coordinate with client account team in order to leverage resources as needed
Create short and long term technology roadmaps for clients that align with All Covered technology standards and the client’s business needs to ensure uptime of systems and reduction of end user support issues.
Manage the implementation of the technology roadmap based on a mutually agreed upon timeline.
Assist client with the development of technology budgets and/or cost reduction efforts ensuring though that client is aware of the risks and tradeoffs associated with proposed increases/reduction of cost.
Assist with the development and refinement of operations processes and supporting documentation related to the delivery of our managed services to increase staff productivity and/or department profitability
Identify and propose additional projects
Is viewed by client as business partner and IT advisor
Generate leads from client base
EDUCATION AND EXPERIENCEBA or BS degree or equivalent combination of relevant education and experience
Minimum of 3 years (five years preferred) of work experience in account management and technology consulting.
Ability to multi-task and manage multiple priorities
Must have a thorough understanding of the big picture as it relates to information technology; ability to identify risks and verbally offer mitigation strategies which are easily comprehended by non-technical audiences
Must be able to learn new concepts, applications and technologies quickly
Have an entrepreneurial spirit, is a self starter, and thinks outside of the box
Ability to deal with changing priorities to complete tasks in a short period of time
Exceptional organizational and time management skills
Strong business development, negotiation, and influencing skills
Excellent written, verbal, and formal presentation skills to all levels of management.
The ability to effectively communicate complex technical issues to a wide audience; including those with limited or no technical knowledge.
Solid commitment to sales and customer service with good initiative and follow-through
Comfortable interacting at all levels within an organization
OTHER SKILLS, REQUIREMENTS AND CERTIFICATIONS
Measurement of Success:
All Covered will establish three to five specific goals which align with the overall company objectives, for the STAM to execute each year. The following performance indicators will be monitored regularly to ensure the STAM is meeting overall job performance expectations.
Customer retention (and decreases) measured by retaining a minimum of 90% of recurring revenue in your portfolio.
Ensure that all assigned managed services clients are satisfied with services and ready to act as a reference as necessary to help All Covered close new business.
Discover new project revenue from within managed services clients; the measurement will be 20% of managed recurring revenue base.
Secure uplifts such as backup, cloud and other ancillary services; measurement will be 2.5% each quarter of the managed recurring revenue base.
Develop and maintain “Technology Roadmaps” for all managed services customers.
Daily, weekly and monthly interaction with your client base. When appropriate, leverage internal expertise and experience across All Covered. The STAM collaborates with the Director of Service Delivery, Engineering Team Leads and field engineering staff to ensure support expectations are met. The STAM leverages Account Managers for daily and tactical communication with the client. The STAM works closely with Solution Architects when appropriate to develop Technology Business Plans for the client.
A large portion of work will be performed at client locations which may vary in terms of quality of workspace. Consecutive hours spent at a time sitting in front of computer monitor and using keyboard and mouse. Frequent driving is required for this job.
Konica Minolta offers:
Competitive compensation program
Outstanding benefits package (including medical, dental, life insurance)
401(k) plan with matching company contribution
Excellent holiday/vacation plans.
Employee Referral Bonus Program.
Ongoing training opportunities.
Visible, exciting work supporting the sales of cutting edge technology and workflow solutions.
KMBS is an equal opportunity and affirmative action employer. We consider all qualified applicants for employment without regard to race, color, religion, creed, national origin, sex, pregnancy, age, sexual orientation, transgender status, gender identity, disability, alienage or citizenship status, marital status or partnership status, genetic information, veteran status or any other characteristic protected under applicable law.