- Manage a volume of customer accounts typically 50-75 MATs and circa 700 academy and LA schools; develop positive working relationships with all customer touch points and elevate our relationship impact across the SLT of customer organisations
- Drive customer retention, contract renewals, upsells and satisfaction
- Robust and thorough territory and activity planning
- Work closely with In-life management support teams, Marketing and others on day-to-day activity including driving user excellence in the customer base, campaign definition and set-up, troubleshooting and growth
- Work closely with In-life management support teams, Helpdesk and Product development teams to determine root causes for customer success or failure and drive requirements for product or process enhancement and development as needed
- Partner with internal cross-functional teams to understand customer goals and key performance metrics and exceed those goals throughout campaigns
- Leverage technical tools and quantitative data to manage sales campaigns to success, high customer satisfaction and renewal
- Prepare sales campaign insights reporting, including analysis and research
- Accurately maintain and develop a pipeline of revenue opportunities and accurately forecast sale conversion according to, and in line with, commercial objectives
- Manage customer activity with CRM tools for maximum efficiency and visibility, with carefully executed follow-up to closure on open issues
- Adhere to established processes and workflows as directed
- Provide input on new processes and workflows as requested
- Focus on ensuring we maintain superior customer service levels, operational excellence and strategic insightSkills, Knowledge and Expertise
- An average of 10 meaningful customer meetings each week that drive measurable progress against the following goals:
- Conversion of an average of 30% of allocated accounts to current new-term subscription contract agreements
- Achieving monthly, quarterly and annual sales goal of circa £350k of First Year value for upsell of Support agreements, SIMS Connected, SIMS add-on products, Professional Services and 3rd party solutions
- Reduce customer churn to less than 5% through customer engagement, pre-tender influencing, tender success and contract renewals
- Manage customer satisfaction challenges and complaints with clear ownership, defined action plans and resolution/escalationAbout ParentPay Group ParentPay Group brings together eleven brands that drive development in EdTech. As Europe's largest EdTech provider, we help primary and secondary schools streamline their cashless payments, improve their parent engagement, safely manage meals and securely store their data. Fundamentally, we create time for learning.
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Description
Account Manager- South West
The SIMS South West Sales Account Manager will serve as the primary commercial relationship owner for an assigned group of Schools and Multi-Academy Trusts with responsibility for commercial extension of relationships, retention, growth and customer satisfaction.
You will work closely and in a coordinated manner with the Territory Manager, Sales Account Managers within your larger territory and In-life management support teams to ensure customers derive maximum value from our products and services. You will proactively engage with your customer base to understand and influence their strategy and build need for ParentPay Group and associated partner products and services.
A quota carrying sales role, you will be required to prepare and deliver effective client presentations, including stakeholders at all levels of the organization up to C-Suite. Deliver weekly, monthly and quarterly status and results presentations to internal and external teams. You will be required to plan for sales achievement within your assigned customer segment and regularly monitor and report on your performance versus commercial goals.
You will be required to regularly evaluate the relevance and effectiveness of marketing content and campaigns, along with that of key competitors, in order to maximise customer retention and to generate upsell opportunities within your existing customer base as well as identify opportunities for net new name wins.
You will work with marketing to leverage customer insights and deliver, through your relationships and engagement, case study and customer reference opportunities.
Key Responsibilities
