Job Title 

Job Title:                     Internal Account Manager – Team Leader

Employment Type:       Full Time

Reporting to:               Sales Director

Location:                     Apex House, Turner Drive, Westerleigh Business Park, Bristol

Date:                          January 2018

Job Description

About the role:

As the Internal Account Manager (IAM) Team Leader, you will be responsible for developing a highly active, positive and competitive IAM team as well as being responsible for achievement of your own personal GP target. You will work closely with the Sales Director in executing against the Strategic Sales Plan and with key stakeholders in the business to contribute and develop processes that allow the Internal Account Manager team to easily scale. You will provide mentoring, governance and skills development for your team members to drive the required performance growth.

You will be responsible for the teams’ target as well as achieving your own target working with new and existing customers delivering ComputerWorld products, services and solutions.

This is an internal based role and you will be required to develop and maintain customers and supplier relationships via telephone and email ensuring that profits can be maximised, whilst still being competitive in the market place.

Additionally, you will be required to have an excellent understanding of the supply chain, procurement and the multiple technologies within the ComputerWorld portfolio. You will be required to work collaboratively with your team members, in addition to liaising with members of the technical and pre-sales teams.

What will I be responsible and accountable for?

Team Leadership

  • Document and publish sales processes and identify areas for internal process improvement
  • Lead, govern, inspire, coach and develop the internal account manager team in their achievement of personal sales targets by:
  • Educating and governing the team to follow all relevant ComputerWorld systems, processes and individual KPIs
  • Escalation point for customer service issues and requests
  • Coaching the team in responding to quote requests and complex requirements
  • Conducting individual appraisals for team members at agreed intervals
  • Identifying and addressing any misconduct or underperformance issues using ComputerWorld’s HR processes
  • Utilising the CogHR system for administering and monitor lateness, holidays and sickness
  • Planning and leading regular sales meetings with the Internal Account Managers and follow up with individual meetings when required
  • Draw on your experience, expertise and understanding customers' diverse, specific business needs to overcome challenges
  • Coordinate cover for team members for planned and unplanned absences, including annual leave requests
  • Monitor, analyse and prepare reports on sales activity using KPIs to provide relevant management information
  • Support the Sales Director with IAM specific new business sales campaigns and initiatives
  • Deliver a regular and accurate sales forecast to the Sales Director

Account Management:

  • Contact all existing managed clients on a weekly basis to expand wallet share and increase sales
  • To be the internal point of contact for your named accounts on a daily and weekly basis
  • Respond to customer enquiries and quotes within an acceptable timescale (30 mins target) and advise customer should the quote take longer
  • Provide customers with back order reports and updates on deliveries
  • Manage customer renewals and quote for them on 90, 60 and 30 days before renewal date, upselling where possible
  • Ensure all renewable products and services are added to the renewal worksheet which is to be maintained daily
  • Provide customers with supporting information when quoting including sharing Showpad content
  • Offer advice and knowledge where appropriate including licensing best practices, alternative agreements and / or solutions
  • Identify and actively promote project based requirements for the customer (working with the aligned AM where applicable)
  • Hold monthly account review meetings with aligned account managers to identify new sales opportunities

New Business:

  • To be confident and able to present the ComputerWorld elevator pitch and solution and services portfolio
  • To seek new business opportunities for ComputerWorld and make appointments where applicable
  • Take responsibility for developing new transactional business opportunities from dormant accounts that have had no activity over the past 6-12 months
  • Own a dedicated focus on transactional business development into identified top prospects and dormant accounts using:
  • LinkedIn to identify prospect targets and initiate communication as appropriate
  • Personalised emails with a defined call to action
  • Telephone calls into identified target clients
  • Following up on all received leads and updating the provider of the lead
  • Drive contacts to Define Tomorrow events
  • Participate in all organised sales call out days as instructed by the Sales Director
  • Network of contacts to generate new business
  • To attend face to face meetings with new and existing clients where necessary
  • Participate in all organised sales campaigns and call out days
  • Heat mapping of clients and prospects in CRM to identify new sales opportunities

Sales Administration:

  • Update the NIP sheet daily
  • Arrange returns and credits
  • Negotiate with suppliers for best pricing and availability to ensure that we are competitive in the marketplace
  • Maintain quote filing system including deals won and lost
  • Gather costs/quotes as and when requested by customer/account manager
  • Process orders and create CSFs for your aligned Account Managers
  • Submit and maintain deal registrations across all vendors as required
  • Provide a regular and accurate pipeline forecast to the Sales Director
  • Maintain CRM daily with details of customer contact, activity, opportunities and pipeline

 Other Duties:

  • To follow all Health and Safety procedures as outlined in the Health and Safety Policy
  • To carry out any other ad-hoc duties as and when required, including cover for colleagues in their absence
  • Generate new business leads whenever possible
  • Attend mandatory training sessions as required

Key Performance Indicators:

  • Provide an accurate weekly sales forecast to the Sales Director or designated recipient
  • Ensure all sales activity is recorded in the company’s CRM system
  • Attend all sales meetings to which you are invited
  • Conduct team appraisals and 1:1 meetings on a monthly basis
  • Ensure team achieves monthly £GP targets and all other agreed objectives (e.g. %GM targets)
  • Advise of renewals 90, 60 and 30 days before renewal date
  • Quote within a 30-minute target
  • Achieve personal £GP target per month
  • Actively participate in specific new business initiatives as set by the Sales Director

Key Behaviour Indicators (Please refer to the ‘What does Good Behaviour look like?’ sheet)

  • Delivering Results
  • Attention to detail and accuracy
  • Being Accountable
  • Showing Respect
  • Communicating
  • Listening
  • Team Working
  • Personal Ethics

Job Requirements

Skills, Knowledge and Experience:

  • A proven leader in a sales environment
  • Background of working in a technology based sales role
  • Good communication, interpersonal and persuasive skills
  • Good customer service skills
  • Experience of procurement
  • Ability to be assertive with team members and suppliers, when necessary
  • Good organisational, time management and problem-solving skills
  • Good business acumen and ability to work within financial budgets
  • Strong understanding of technology