| Job summary | Role Purpose:
The AM role adds value to the Company and to customers by delivering a well-managed and growing business of professional services customer accounts that drives yearly revenue targets and long-term revenue opportunities where the customer views the AM as trusted advisor. The success of this business is measured by revenue from EA renewals and net new opportunities, the impact that The Company’s technologies have on the customer’s business, and by overall customer satisfaction. In order to meet these objectives, you will need to:
- Understand your clients’ business and their challenges/ opportunities.
- Develop and maintain broad and deep customer partnerships that involve building relationships at the CxO level and expanding relationships outside of IT.
- Research and share intelligence on customers and their respective markets.
- Ensure that teams are well-orchestrated and leveraged around accounts and opportunities, by communicating the vision and strategy for each account, handing off opportunities to team members and providing feedback as needed.
- Create strategic and actionable account plans that define a clear growth strategy.
- Develop and manage a healthy and predictable pipeline that includes qualified opportunities.
- Close opportunities by continuously reinforcing business value.
- Ensure that customers deploy the solutions acquired by working with team members on deployment plans and customer adoption of these plans.
Key Accountabilities:
- Be the predictable and consistent interface from The Company into your customer accounts by building and maintaining relationships at various CxO levels and within the lines of business.
- Develop relationships maps for each customer account that identify each contact’s power, purpose, value to The Company, and relationship links/power flows within each account.
- Conduct quarterly reviews with key customer contacts to gain insight into customers’ business initiatives and the barriers to the success of those initiatives.
- Align to EPG objectives - CPE (Customer Partner Engagement), CSI (Commercial Software Initiative), Relationship Excellence, Growth, Realizing Value through a One Company positioning.
- Perform a licensing analysis of each account, by analyzing the current status of the customer’s licensing, purchasing and deployment history, and understanding the types of licensing programs, and the business and economic differences between the customer’s licensing option and other options.
- Lead v-teams around accounts and opportunities by continuously reinforcing the strategy for each account, mentoring v-team members and recognizing individual and team contributions.
- Develop strategic, effective and actionable account plans that include a strategy for each account and map customer priorities to each account strategy.
- Develop and manage a healthy and predictable pipeline that meets or exceeds quota expectations.
- Qualify opportunities by clearly articulating the opportunity return to Company’s strategically, financially, or both.
- Perform formal handoff of opportunities to appropriate opportunity owners and conduct formal, regularly scheduled v-team meetings to review newly-identified and active opportunities.
- Negotiate the terms and conditions agreements to deliver wins for both your customers and for Company.
- Ensure that opportunity deployments take place by reinforcing the business value of deploying solutions and ensuring barriers are removed as necessary.
Key Success Criteria:
- Revenue targets are met or exceeded.
- Year-over-year increase in customer satisfaction as measured by CPE, Conditions of Satisfaction (COS) negotiated and positive anecdotal feedback from customers.
- Each customer views Company as a strategic vendor that delivers on commitments and solves problems.
- The Account Executive can clearly communicate each account’s core business and their challenges.
- V-team members identify and develop opportunities in each account.
- Customers’ experiences are consistent across all v-team members, with consistency in One Company’s value proposition messages.
- The Account Executive has defined account plans that include a growth strategy beyond EA renewals (including Services, Marketing and partners as key growth enablers) for all accounts.
- The Account Executive’s account plans include research into each account’s core business and objectives, key industry drivers/challenges and their areas of potential growth.
- The pipeline is adequate enough to meet revenue goals, with the right balance of short-term revenue opportunities and relationship-based strategic opportunities.
- Partner attach rate to all qualified opportunities meets or exceeds FY commitments.
The key initiatives and challenges facing the AM role are:
- A greater understanding of the competitive landscape in the customer base as customers are looking for ways to cut cost out of their business model.
- A more in-depth focus on industry or vertical solutions to meet customer needs, and the business value proposition that Company offers in helping customer’s meet their challenges and business opportunities.
- A deeper understanding of what’s going on in the marketplace and an in-depth knowledge of the customer’s industry and core business process across the customer base.
- Effective ways to sell with an understanding of current economic/market conditions through creative deal structuring, creative terms, value propositions, etc., that demonstrates to customers how The Company can save them money and get the most value of their investment.
- Ensure retaining & growing the number of customers in annuity-based agreements in current economic/market conditions.
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