IT Strategic Account Manager

CompuVision - Edmonton, AB (30+ days ago)

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Are you passionate about maintaining and developing long lasting client relationships? Do you possess sound judgement with the ability to resolve complex issues? Do you excel in a fast-paced and dynamic work environment?

At CompuVision, we embody a culture whereby we strive to Be Curious about technology and new ideas, Go Beyond for our clients and Serve As One with our teammates. All of our colleagues understand the importance of our Noble Promise: “The Relentless Pursuit of the Success of Others”.

The IT Strategic Account Manager is accountable for operating as the lead point of contact for all matters for assigned major accounts. Duties include building and maintaining strong, long-lasting customer relationships, overseeing customer requests, changes, issues, escalations, as well as negotiating contracts and agreements to maximize profitability. Additionally, you will be developing new business from existing clients and actively seeking new sales opportunities.

As a IT Strategic Account Manager, you will be an essential contributor to our success, and we'll look to you to not only grow our revenue and reputation, but to help our customers and clients increase their own profitability as well. You will take ownership of the company's efforts with our strategic accounts across multiple geographies. In this role, you will liaise with cross-functional internal teams (including Customer Service, Finance, Sales and Marketing, and Product Development departments) to improve the entire customer experience.

The ideal candidate for this position is detail oriented, highly innovative and enjoys working in a fast-paced environment. To ensure an exceptional result, you will need to have a clear understanding of the challenges and opportunities our customers face and how our teams as a whole combine to deliver our promise. Providing services in a proactive, professional manner while ensuring key parties are kept informed is critical.

Responsibilities:
Understand and follow “The CompuVision Way”. This is our combination of people, process, and technology that produces a predictable result for the customer. You must be aware of and maintain our standards, understanding that it is a living guide. Always updating and always changing based on influence from our team and needs of our customers.
Serve as the lead point of contact for all assigned customer account management matters.
Find new opportunities, submit quotes and bids, negotiate contracts, and close agreements to maximize profits.
Manage and lead your team in support of their career and our customer needs.
Collaborate with our Sales and Marketing team to create and maximize revenue opportunities.
Conduct sales activities to attain new business.
Engage with “at-risk” customers to resolve issues and assist in retaining customers as needed.
Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors.
Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
Forecast and track key account metrics.
Prepare reports and lead meetings on account status.
Assist with, lead, or manage challenging client requests or issue escalations as needed.
Communicate with all parties in a constructive manner to guarantee customer expectations are met.
Manage any high visibility, complicated, or other projects as assigned.
Perform customer follow-up to verify final resolution and determine satisfaction level.
Revise and develop processes and procedures to improve our results.

Additional Responsibilities:
Act as an escalation point for team and client issues, communicate and manage communication with other teams as needed.
Manage team performance to meet or exceed agreed upon service levels.
Be a leader within the company, attending staff events, participating in meetings, encouraging a positive morale, and holding all employees accountable. Set the example to follow for customer service
Maintain an in-depth knowledge of the products and services we offer.

Education Requirements, Skills, and Knowledge

5+ years relevant Major Accounts Management and leadership experience is required.
5+ years experience in IT project delivery, service delivery, and managing customer expectations.
Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level.
Knowledge of ITIL is required.
Demonstrable experience in change management.
Ability to work against tight deadlines.
Self motivation and an ability to drive initiatives.
Experience achieving objectives while dealing with ambiguity.
Very good prioritization skills to balance key priorities.
Experience delivering client-focused solutions to customer needs.
Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail.
Excellent listening, negotiation, and presentation abilities.
Strong verbal and written communication skills.
Very strong interpersonal and communication skills with the ability to build effective working relationships, solicit co-operation and resolve conflicts with a variety of stakeholders both internally and externally.
Experience in business analysis, profit/loss responsibility and a good understanding of financial concepts.
Excellent client service skills, with the ability to create/cultivate trust relationships with clients and co-workers and remain calm in stressful circumstances.

Thank you for your interest in CompuVision. We appreciate all applications; however, only those candidates selected for an interview will be contacted.