Learning Services – Account Manager / Technical Skills Specialist
The incumbent will be responsible for short term achievement of annual sales targets and long term business development for the Learning Services division , assigned to a defined territory which may change during the term of employment, according to business needs.
Develop and maintain customer databases for the defined territory. This includes existing customers, as well as introducing the business to potential new customers.
Qualify the customers following standard customer qualification processes and target efforts according to customer potential.
Analyze Learning Services offerings, create and adapt suitable sales strategies to penetrate and develop accounts in the territory.
Manage opportunities using internal systems, keeping these up to date at all times to facilitate forecasting and future sales and operational planning.
Use marketing and sales aids. Provide input for the development of these aids relevant to the specific needs of the customers.
Achieve the sales targets, market share targets and customer share targets, by working as a team with colleagues where needed.
Study and understand market trends and know how they affect customer accounts and positioning within the market. Respond accordingly.
Attend various business events, presenting a professional image to the market.
Participate in the preparation of the annual sales plan for the defined market.
Develop a strategy to manage individual customer accounts including setting objectives for each specific account.
Interact and communicate with the client on a regular basis to determine changing preferences.
Carry out continuous customer analysis on the dynamics of the account in order to stay ahead of developments and possible opportunities within the account.
Set pricing structure for the client, based on the list pricing provided and appropriate discounts dependent upon level of support expected from the customer.
Manage any service dissatisfaction at the accounts, aimed at recovering any damage caused and saving the account.
Conduct a quarterly account review on the accounts in the defined region and present to management team. Note that these accounts may change as the business develops, and this may happen at any time.
Act as the key contact for all accounts in the defined territory. Identify the decision makers, influencers and thought leaders within the account. Call on these accounts, analyze and understand their business needs, select the learning products and/or professional services that best fit their needs and close the sale.
Stay ahead of technology developments and trends to position self as a trusted advisor within the account.
Be available to answer any questions and technical issues and ensure complete satisfaction among all accounts.
Complete sales orders, obtain purchase orders, complete vendor registration applications and follow up on payments whenever necessary.
Make sure customers receive the products and services they ordered. Ensure that the implementation process is completed for each account. This may involve playing a role in project management from time to time together with the operations team.
Achieve the sales targets for the territory.
Manage the customer database so that all relevant information required for phone calls, emails or direct mailing is present and kept up to date.
Provide reports on the territory and its customers as requested. Ensure data is kept up to date. An LMS is available for this.
Keep accurate records of products and services purchased by customer accounts. Systems are available for this.
There may be occasion to collaborate with a colleague. Ensuring that account activities are known between colleagues is important as the customer may deal with more than one person on the team.There may be occasion when a task which falls outside of this job description arises. It is expected that the Account Manager will assist the team in completing such task if reasonably asked to do so.Work constructively with members of the team so as to foster participation and approachability in times of pressure and problem solving.
This role might entail travel to various African countries.
Management Team: Daily basis, exchange information, receive instructions
Sales Colleagues: Daily basis, sales and marketing support, exchange of
Operational Team: Daily basis, exchanging information, checking course and
remote lab availability, venues. Providing new client
booking details for training operational requirements.
Providing cancellation information. Any information which
is pertinent to the sales of seats on the courses and the
follow up services required by clients. This includes learning
Marketing Team: Regular basis, exchanging information
International Team: Regular basis, exchanging information
Ideal – Training and Development or HR related qualification, combined with sales or business development.
Key Knowledge and Skills
1. Training and Development practice in large corporate environments.
- Learning and Development Consultancy
- Selling skills, management and achievement of annual target
- Willingness to travel in Africa
- Excellent communication skills
- Able to interact at all levels of an organization
- Analytical skills for needs analysis
- Financial skills to prepare and negotiate complex quotations, using excel and specialized internal systems
At least 10 years of experience in sales or training and development in the ICT sector, ideally with some telecommunications experience.
Perfect Mix – Training and Development qualified and experienced 10 years + Sales experience 10 years in Training and Development + ICT sector experience 3 years minimum
- Account managers with a proven track record.
- Your background should ideally be that of a telecoms/ISP/Technology type environment and have an ability to understand technical requirements and systems.
- Previous experience in training and development sales is essential.
- The account manager will take full responsibility for approximately 50 medium to large accounts and work with various teams to support and handle the day to day management of the customer.
- Perform administrative duties as required to manage the account.
- Be fully accountable and able to work independently to ensure clients are happy with the relationship they have with us.
- Able to build strong relationships, while focused on the financial results needed from the account.