Job Description

Job Advert

Job Title

Client Relationship Manager (CRM)

Department

IT Sales

Location

7 Vantage Drive/field based

Reports to

Head of Sales IT

Direct reports

None

Job purpose:



To provide a pro-active, face to face, sales over lay resource to an agreed book of Millgate clients. The main priority is growth, driven through a wider knowledge of each account, strategic planning and by providing each client better understanding of the Millgate current proposition and longer term strategy.

Key responsibilities

Performance

Understand each client's needs better than anyone else. Implement solution-based initiatives across Millgate's 6 Pillars and develop and maintain strong relationships with key decision makers and stakeholders. Identify opportunities to expand the services used by each client. Understand the services being delivered to each client Be the escalation point for any complaints / issues that the Sales teams require additional support with Ensure regular meetings and contact strategy is in place with all clients Champion the brand at every opportunity Challenge the Solutions team to deliver a better client experience Manage the contractual relationship and renewal of each client contract Take the lead to ensure a detailed forecasting exercise is produced for all clients prior to the start of each financial year Use Netsuite to log and report accurately on all client statuses i.e. active, pending, lost, renewed etc Support the client feedback. A vital part of continual improvement is hearing from clients what they want more/less of and quickly feeding this back to the project team

Development

To proactively gain feedback from others to aid personal development and performance Identify and undertake any training as part of their continuous professional development. Maintain awareness and keep abreast of the constantly changing software and hardware systems and peripherals. Provide support/guidance to new starters in their team.

Communication

Employ effective communication, negotiation and influencing skills to enable the delivery of all targets and areas of responsibility Be a role model, demonstrating personal authentic leadership as well as the values of the company. Keep up to date with company news by attendance at team meetings and company wide briefs.

Skills & Experience

Strong communication and presentation skills - must be able to communicate efficiently (verbally, in print and via the phone) to all levels of internal and external stakeholders IT reseller experience is highly desirable. Excellent relationship management skills - must be able to build and maintain relationships with senior managers, directors, and key customer stakeholders Influencing - must have the ability to influence key decision makers internally and externally Time & Diary Management - must be able to manage own time and diary, whilst working remotely across the UK, attending client meetings, company sites and working from home, where appropriate Excellent knowledge of Outlook, Word, Excel and PowerPoint is essential The ability to work under pressure and meet multiple deadlines in line with client and business requirements * Must have full and clean driving licence and be willing to travel