Account Executive

Job Title: Account Executive

Location: New York

Model: Hybrid

An Account Executive assumes total ownership of a portfolio of clients. The AE role can be explained best by the following Key Performance Areas: Strategy Driver, Operational Oversight, Relationship Owner, Sales Farmer, Technology Champion, and Commercial Owner. The AE will be required to demonstrate sales experience or awareness, able to reach targets through technology recommendations to their client base.

An AE is also required to have a sound technology and technical knowledge in various IT fields (Hardware, Software, ISP, Networking, Policies and procedures, Microsoft Cloud, and backup solutions). This role further includes retaining, growing, and maintaining profitability of existing client Service Level Agreements, and from an operational perspective, performing the service level management function outlined within ITIL best practice.

Key Performance Areas:

Operational Oversight

• Ensure operations abide by Service Level Agreements (High Level)
• Complete understanding of the contract and clients requirements
• Manage clients expectations in terms of the contract
• Meet with teams to discuss day-to-day operations and opportunities for sales
• Source and interface with vendors as needed
• Engage with the client in monthly service review meetings
• Assist in driving escalations and crisis at Clients
• Manage client risk portal

Relationship Building

• Continuous management of perceptions of value (internally & externally)
• Assist with client satisfaction surveys and feedback
• Effective interfacing between clients, teams, and service providers
• Act as a Single Point of Contact for clients
• Build and manage client relationships with all key stakeholders
• Retain client services and identify areas for new/better services
• Create opportunities to build stronger relationships with stakeholders
• Ensure client birthday gifts are sent out and delivered on time
• Keep VIP and contact list of client up to date

Sales Farmer

• Review existing clients products and requirements to locate upsell opportunities
• Provide quotes for equipment required by clients
• Liaise with the Project Management Office team to provide solutions
• Create proposals to be presented to clients
• Ensure service delivery of solutions once accepted by the client
• Provide solutions to client risks captured on client risk portal
• Perform weekly sales forecast updates on CRM system

Technology Champion

• Keep up to date with technologies on offer
• Complete relevant training set out by management
• Learn and understand client environment
• Set up client workshops to discuss new opportunities
• Drive client technology roadmap and ensure deadlines are met
• Inform client on warranty status of equipment where relevant

Commercial Owner

• Drive SLA renewals before due date
• Create costing of new proposed SLA at least 1 month before renewal
• Review and amend contracts as needed
• Understand clients contract agreement
• Check if a true-up or true-down is needed between renewal dates
• Gain insight into clients IT spend and manage budget

Strategy Driver

• Create client roadmap in Client Portal
• Meet with clients to discuss opportunities for improved service delivery or products
• Review clients strategic business plans to assess needs and plan services
• Identify opportunities to gain more wallet share at client
• Assist in cost-saving measures for clients

Minimum Qualifications and Experience:

• 5 to 10 Years of IT experience
• Outsourcing/Consultant background
• Technical/operations background
• Service delivery experience
• Financial knowledge
• Sales knowledge/background
• ITIL understanding

Competencies and Skills:

Competencies:

• Strategic insight
• People-orientation
• Relationship building
• Problem-solving
• Planning and foresight
• Assertiveness

Skills:

• Communication skills (verbal, written)
• Presentation skills
• Knowledge of PSA/reporting tools such as ConnectWise and Brightgauge
• Knowledge of analytics tools
• Ability to process, analyze, and translate data
• Advanced Microsoft Excel skills

Why Netsurit?

• Innovative Environment: Work with cutting-edge technology and industry leaders.
• Growth Opportunities: Continuous learning and professional development.
• Client-Centric: Be the trusted advisor and primary contact for our valued clients.