Account Manager

1 week ago

Granville, Queensland, Australia Iron Mountain Full time $90,000 - $120,000 per year
The Job
The Responsibilities
  • Building rapport with key stakeholders within IM's existing portfolio of customers
  • Nurture and develop existing relationships with Corporate and Government customers
  • Provide an escalation contact for key customers for active orders and manage escalations
  • Attend customer meetings, document deficiencies and become the SPOC for ongoing customer BAU activities, including upcoming opportunities / projects
  • Manage key SLA's and KPI's for accounts to ensure on time delivery
  • Plan to deliver in line with IM's ALM market offer IT Life Cycle Services
  • Review the success of the account and proactively find ways to grow and develop revenue streams
  • Up-sell and cross sell the company's services to clients (Lead Generation)
  • Assist with tender responses, quoting, sales reporting and other tasks as required
  • Provide regular updates both internally and to clients on performance of existing arrangements as well as areas for improvements
  • Drive and manage the delivery of projects in the prescribed time, budget and quality standards
  • Manage internal and external stakeholders to achieve the project objectives
  • Development of project plans including scheduling, KPI's, goals and measures
  • In conjunction with the client, developing SOW ensuring that they are in line with agreed commercial terms, on boarding of new customer / projects
  • Development and preparation of detailed Work Instructions for delivery team(s), OLA's
  • With Finance, ensuring regular and accurate invoicing to clients
  • Manage, Organise, Control and Complete assigned daily/weekly tasks to given deadlines
The Person
  • Typically, 10+ years' relevant work experience, some of which includes IT outsourcing, service delivery and managing resources
  • Proactive, organised, friendly, solution focused, self-driven, can-do attitude, can think outside the square and customer focused
  • A track record of high performance in B2B Account Management
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organisation, including executive and C-level
  • Experience in delivering client-focused solutions based on customer needs
  • Marketing, Business, or Commercial tertiary qualifications highly regarded
  • Discipline, tenacity with technical aptitude and a high-degree of personal resilience
  • Excellent listening, verbal, presentation and written communications skill
  • Ability to generate ideas and solutions
  • Account Planning and Account Management skills
  • Proficiency in MS Office and CRM software (e.g. Salesforce)
  • Advanced Negotiation skills
  • Strong presence, impact and influencing skills with senior decision-makers
  • Strong teaming, influencing and collaboration skills to gain the commitment and secure alignment of staff who are not direct reports
  • Proven business analysis, proposal development and financial fluency
  • Excellent time management and planning skills with the ability to prioritise conflicting demands
  • Ability to effectively present information to diverse groups
  • Technical appreciation of infrastructure solutions and service management process
  • Understanding of cost sensitivities involved in delivery of infrastructure services
  • Assessment of technical and commercial risk
  • Customer focused, building collaborative partnerships when providing service to customer, colleagues, and staff
  • Prepare reports, correspondence, presentations and contract variation
  • Handle verbal or written complaints

Iron Mountain

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