Client Success Manager

February 14, 2019

We are looking for an experienced client success manager, to join our growing team in one of the hottest technology sectors, Robotics & Artificial Intelligence.

You will be joining a small and growing firm, who have mature marketing & sales capability and a strong brand in their chosen industry sectors.

A generous commission structure is available, with a proven account management approach and realistic targets. You will join a successful sales team and have opportunities to progress as the firm grows.

This is an outstanding opportunity to join a rapidly growing company and gain experience selling professional services assignment using leading technologies, such as Robotics. You will have an opportunity to gain exposure to our other technologies, when you are ready to take on more responsibility.

Job Purpose:

Founded in 2004, T-Impact is a rapidly growing Digital transformation integrator, specialising in

  • Robotic Process Automation (RPA)
  • Business Process Management Systems (BPMS)
  • Artificial Intelligence (AI).

You will be selling our professional service teams, comprised of business design and technology specialists, who work in tandem to deliver extraordinary client benefits for both enterprise and SME businesses. We love what we do, and work hard to deliver outstanding solutions for our clients.

T-Impact staff are engaged as thought leaders, supporting Digital Transformation projects for legal, Local Government and health care clients.

T-Impact are currently experiencing a record upturn in client interest, with numerous clients interested to buy repeat projects. We are looking to strengthen our sales force with a professional individual who can work with our Marketing and Sales teams to develop existing client accounts.

Key responsibilities

  • Profile accounts to understand their strategy, priorities, industry trends, customers/competitors, plans, supply arrangements, decision makers and technology which may impacts T-Impact sales
  • Develop relationships with existing customers, preparing 3 to 5 year plan for account development and helping them succeed in their business
  • Presentation skills
  • Update them on T-Impact events and technology roadmap
  • Attend, manage & control regular account meetings, with frequency based on the potential value of accounts
  • Conduct regular review meetings with delivery to ensure success and challenges are proactively managed with client and in a timely manner
  • Manage customer site reference requests, ensuring customers are referenceable and not unduly impacted by an inappropriate number of site visits
  • Encourage customers to promote T-Impact’s successes with other accounts in the sector
  • Manage account and oversee client satisfaction
  • Proactively manage issues and complaints
  • Progress opportunities through receipt of PO and Contract

Ensure client and T-Impact delivery have a shared and comprehensive understanding of customer scope, outcomes & requirements to ensure the project is deliverable and within T-Impact technical capabilities. o Manage contract & commercials in collaboration with T-Impact commercial team

  • Manage customer opportunity pipeline
  • Effectively & simultaneously manage multiple projects at various stages of the sales process of product and solutions to achieve and succeed quarterly and annual targets
  • Accurate reporting and sales revenue forecasting
  • Maintain accurate customer opportunity pipeline & activity data on SaleForce.com
  • Prepare sales progress and forecast reports

Required Skills:

To be successful in this role you will need to be outspoken, driven, direct and very professional. You will have outstanding interpersonal, telephone, presentation and communication skills –building highly effective interpersonal relationships in business situations. Highly motivated with a positive “can do” attitude. The ability to listen, absorb information and influence decisions is essential.

  • Experience in managing accounts where process automation professional services is being sold (e.g. BPMS, Robotics) is highly desirable
  • 3+ years experience in account management, with formalised training on account profiling and development
  • Demonstrate a track record of maintaining strong relationships with customers, developing long term plans & controlling account management meetings
  • Demonstrate control of delivery challenges, ensuring customers understands all aspects affecting delivery and T-Impact reputation is enhanced
  • Demonstrate strong relationships with the delivery team at the previous employer
  • Successfully manage multiple site references at key client accounts, working with new name sales teams
  • Evidence of implementing and managing customer satisfaction, complaints process
  • Evidence of closing customer opportunities and generating sales revenue that meets/exceeds targets and is successfully delivered
  • Experience managing contract & commercials in collaboration commercial team
  • Able to produce accurate sales reporting & revenue forecasts

This is a midlevel (Grade 3) role. You will be expected to exhibit T-Impact values and lead by example:

  • Business Focused – We understand that everything we do has to be aligned to business goals and our success is measured in pounds and pence.
  • Leadership – We understand that leadership is not a job title but a state of mind.
  • Empathy – We work hard to understand the needs and motives of clients, colleagues and suppliers – striving for shared success.
  • Determination – Change is demanding. We realise have to dig deep to endure challenges and overcome obstacles.
  • Direct communication – We talk clearly & succinctly, & are never afraid to give or receive direct feedback.
  • Agility – We don’t strive for perfection, we strive for better.
  • Professionalism – We plan our work understanding & mitigating risks & impacts. We don’t repeat mistakes.
  • Ownership – We take personal accountability, using our initiative and trying new things.

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