£30,000 basic per annum (OTE £50,000 uncapped per annum, once onboarded) +Car allowance +Pension +Hybrid working policy +Free car parking (Poole) +Cycle to work
scheme

We are seeking an enthusiastic highly motivated, technology proficient and commercially aware Account Manager to join our established hard-working team based at our Head Office in Poole. Success in this role will be demonstrated through hitting revenue targets, being a positive and active team player in the Codestone IT management team, working within the best practice methodologies of delivering IT services from in-house and supplier provided services as a seamless team deliverable from Codestone to our key accounts. The role requires the ability to develop, grow and nurture positive relationships with designated customer organisations.

Responsibilites:

The role will encompass a variety of sales driven tasks including, but not limited to:

• Drive service improvement and customer satisfaction
• Drive new revenue streams from assigned accounts
• Participate in the customer’s IT Management Team, to manage the delivery of IT related service
  to meet the requirements of the business
• Create new revenue from assigned account base by managing and driving change requests,
  new project work and ensuring the appropriate support fees are being charged through regular
  review of consumption
• Ensure SLA’s are measured and achieved, and client expectations are met (or exceeded)
• Identify and lead service improvement and efficiency initiatives
• Working with the customer’s IT budget holder, plan the budget for in-scope contracts and
  services
• Monitor and manage expenditure within agreed budget
• Build service relationships with both customers and internal/external service teams
• To facilitate supplier and customer service review meetings
• To escalate service issues internally and with external providers to ensure customer satisfaction
  is maintained
• To coordinate external technical resources for infrastructure and support related change and
  project activity
• To support IT projects and Initiatives to meet the agreed business goals in compliance with
  relevant methodologies and quality standards
• Approve and cost changes to the service delivery model, contracts, or SLAs
• Manage the internal communication with the business including service performance, FAQs,
  process information and necessary forms
• Deliver a high level of customer service through a positive customer focused attitude

Major Job Challenge(s):

• Build effective internal and external relationships
• Fast moving business and IT environment
• Transform the engagement of existing IT supplier relationships to establish a partnership
  approach to deliver a seamless IT brand into Codestone customers

Decision Making:

• Escalation of business-critical issues
• Approval for activities related to problem management where Codestone’s commercial and
  operational approval required by the customer

Relationships

Internal:

• Key users and stakeholders from the business
• Internal Service Providers
• IT Management Team
• IT Project Teams
• Internal legal team for contracts

External:

• External suppliers
• Customer Board
• Customer in house IT teams

About You:

Required Experience and Key Successful Factors:

Knowledge:

• Good general understanding of IT infrastructure and business applications
• Applicants will ideally require experience of working in an IT service management capacity or related IT account management or sales role.

Skills:

• Logical, methodical, and structured approach
• Results orientation, deadline driven
• Resilient and be able to respond positively to setbacks
• Effective time management
• Ability to prioritise
• Effective communication skills, both presentational and 1:1.

Specific Competencies:

• Service focus
• Teamwork
• Problem solving
• Excellent communication skills and experience of dealing with customers
• Professional telephone manner
• Attention to detail and ability to think laterally under pressure
• Good communicator
• Well-presented and a welcoming and friendly manner
• Professional and efficient
• Good time management
• Multitasker with a can-do attitude
• Flexible and tenacious

Qualifications and Certifications
Minimum GCSE or equivalent Maths and English – grade C or above.
Full UK Driving License essential.