Senior Account Manager - Rondebosch at VHRS

Role summary:

We are seeking an experienced Senior Account Manager to join our growing cybersecurity team. The successful candidate will be responsible for managing and growing a portfolio of clients and partners, nurturing and maintaining strong relationships, and ensuring customer satisfaction. 

The SAM will play a critical role in driving revenue growth and helping to secure new business. The SAM will work with the appropriate support structures to achieve this goal. The SAM will be responsible for forecasting, closing, and increasing revenue pipeline from their partner base.  The AM has close involvement in strategy and implementation of marketing activities for their partner base. Act as a trusted advisor to customers and provide solutions to meet their needs.

Daily Responsibilities:

Processing of tickets in the ticketing queues.

•  Tickets to be closed within agreed team SLA time.
•  Tickets to be closed with a message to confirm completion of ticket.
•  All tickets that arrive before 17:00 need to be attended to on the day.
•  Leave appropriate notes for any tickets not closed on the day.
•  Ask customers targeted questions to quickly understand the root of the problem.
•  Track issues through to resolution, within agreed time limits
•  Assists wuth a series of actions, either via phone or email, through to resolution
•  Properly escalate unresolved issues to appropriate internal or external  teams
•  Provide prompt and accurate feedback to customers, partners and or management when required
•  Refer to internal database or external resources to provide accurate sales/tech solutions.
•  Prioritize and manage several open issues at one time.
•  Follow up with clients/partners  to ensure their systems are fully functional after troubleshooting.
•  Prepare accurate and timely reports/feedback as and when required.
•  Maintain happy professional relationships with clients, partners, management and colleagues.
•  High level troubleshooting for partner portal, license issues and product console.

Assisting with training and onsite support (this may involve traveling) including:

•  Internal training / knowledge share. If required
•  Remote Partner sales training or meetings
•  Onsite client sales support
•  Partner onsite sales training/presentations, product demos and or meetings.

Consistently sharing appropriate knowledge with the rest of the team.

•  Always sharing valuable learnings with your team to increase overall company knowledge

Core sales/account management function.

•  Help with all ESET related sales queries. i.e. Quotes, invoicing, product, training etc…
•  Develop and lead the go to market strategy tailored to your customer/partner base.
•  Work closely with Account Administrators to develop and implement your renewals strategy.
•  Work with marketing team to maximise coverage and create demand for your base.
•  Stay updated with all training requirements for your role. ELV and Other 
•  Keep updated with new developments within the industry. 
•  Research and understand competitor products/solutions. 
•  Attend conferences, webinars and events as required. 
•  Be able to assist with projects and campaigns as needed.
•  Be a dedicated resource to your allocated customer/partner base. 
•  Own and exceed the quarterly revenue target for your base.
•  Adherence and completion of monthly KPI’s ie. Account reviews, outbound calls, CRM process 
•  Establish relationships with key contacts within your partner accounts.
•  Know and understand your partner/customer base. From active to dormant and the different approaches needed for each.
•  Match ESET solutions to partner/customer needs, challenges and technical requirements
•  Partner Lifecycle management. Ensure smooth experience from onboarding to renewal and beyond.
•  Create trial or demo licenses. If required.
•  Identify new business drivers
• Maintain accurate records and manage the sales pipeline using CRM software.
•  Provide feedback and insights on your base as needed.
•  Create and recommend tailored solutions for partners to present to their clients.
•  Assist Partners or customers with Proof of Concept, Health checks and incumbency or deal registration.
•  Escalation point for all irrate customers and partners where appropriate or directed by management.
•  Display a  level of leadership, to be able to support and mentor the wider sales team.
•  Execute solution selling to existing partners and new prospects.
•  Have the capability to lead projects specific to the sales business development space.
•  Ability to strategise at an advanced level, then launch and deliver that strategy to completion. 
•  Provide accurate and detailed reporting and insights as needed. (Statistics, analysis and action plan)
•  Ability to comfortably and eloquently communicate at executive level. (SMB)
•  Document and or recommend process improvements when identified or required.
•  Create and document case studies.
•  Ownership of the escalation process. (In the absence of management or when required)
•  Involved in the sales recruitment process. Interviews, tests, role plays
•  Complete competitor analysis for individual customers or sections of your base and use insights to drive sales.
• This position will require frequent travel within South Africa and other regions in Africa to effectively manage and develop partner relationships

Escalation of client or partner issues to Channel Manager

•  Queries for which answers cannot be determined needs to be escalated appropriately

Perform any reasonable tasks / duties requested by management.

•  Where your role specifically caters for a business need. 

Educational qualifications/Experience:

• Education Level – NQF Level 5 or above 
• Software knowledge – MS Suite, PBX, CRM. 
• Cybersecurity software experience – minimum 3 years
• 7+ years of experience in account management, sales, or related role
• Proven track record of managing and growing a portfolio of clients
• Experience working with enterprise-level customers and navigating complex sales cycles
• Demonstrated success in developing and maintaining strong customer relationships
• Strong understanding of the cybersecurity industry and market trends
• Excellent problem-solving and negotiation skills
• Ability to effectively communicate technical solutions to non-technical stakeholders

Requirements:

• Highly professional and has a customer first mentality
• Excellent telephone and verbal communication skills
• Excellent written communication
• Ability to understand and communicate technical terms.
• Ability to continuously improve. Always open to learning.
• Efficient time management.
• Works well under pressure.
• Ability to work as part of a team and help team out in all departments.
• Going above and beyond the customers/partners expectations
• Patient and friendly disposition.
• Understands and is committed to always displaying ESET’s core company values