Senior Account Manager

Key Responsibilities

N/A

Secures Hansen revenue

• Responsibility for all invoicing for allocated accounts
• Initiates invoicing with Hansen accounts department, approves and sends invoices to clients
• Manage any accounts receivable escalations
• Maximises revenue and margin outcomes

Manages the account contract

• Initiates and maintains customer, contact and contract records in the CRM
• Manages any contract amendments, extensions and renewals following internal Hansen approval processes
• Ensures Hansen and the client meet all contract obligations including SLA and other reporting
• Monitor commercial and delivery engagements to ensure we are operating within our contractual boundaries
• Completes necessary internal reporting including contact reports, weekly client summary for executive report and pipeline reporting

Manages and builds customer relationships

• Maintains existing and identifies new key customer contacts covering vendor management, IT and the business
• Establishes appropriate communication plan for key contacts
• Understands our clients industry keeping abreast of relevant trends and how these apply to the clients business
• Keep client informed of Hansen corporate updates, product roadmaps and new service offerings
• Understand and manage customer satisfaction and seek to maintain or improve this as required

Oversees service delivery

• Creates, publishes and maintains a Service catalogue for each client
• Actively engages with the clients assigned Delivery Manager (and Operations and Care Managers where applicable) to provide guidance to teams on client expectations, commercial impacts of delivery and other relevant Hansen and/or Client initiatives
• Attend regular client operational review meetings and present status of contract, issues, delivery, new opportunities
• Acts as a point of escalation for delivery issues

Sales Management:

• Develop and implement account plans for retaining and building Hansen business within the key accounts identifying opportunities for increasing service offering
• Works independently to meet agreed targets; develops sales plans for allocated accounts in line with agreed strategy
• Works with clients and Hansen pre-sales team to understand clients business requirements
• Prepares sales proposals and tender responses (including costings) ensuring internal approval processes are followed
• Manages the SOW process including internal and client approval, purchase orders and project initiation

Maintains all sales opportunities, contract extensions, and SOW’s in in the CRM

Duties & responsibilities of your role may change from time to time to meet the needs & requirements of the business.

• Maintains high client satisfaction
• Ensures client and Hansen contract obligations are met including SLAs
• Completes strategic customer account plans and achieves associated objectives for the account
• Achieves assigned sales targets for discretionary services in designated accounts
• Identify and manage opportunities for new products and services