The CRM Executive maintains and expands relationships with a portfolio of customers. He/she is responsible for developing and implementing strategic account objectives, achieving the set sales targets, while leading the customer account planning cycle and ensuring assigned customers’ needs and expectations are met by the company. He/she enlists the support of sales specialists, implementation resources, service resources, and other sales and management resources as needed. This position facilitates any engagement between the management team and customer and also works closely with Customer Support Representatives to ensure customer satisfaction and problem resolution.
Key roles
Establishes productive, professional relationships with key personnel in assigned customer accounts
Coordinates the involvement of company personnel, including support, service, and management resources, to meet account performance objectives and customers’ expectations.
Meets assigned targets for revenue growth (up selling), customer engagement, collections and strategic objectives in assigned accounts
Informs existing customers on new products and value added services provided by the company.
Proactively leads a joint company-strategic account planning process that develops mutual performance objectives, financial targets, and critical milestones for a one and three-year period.
Proactively assesses, clarifies, and validates customer needs on an ongoing basis.
Leads solution development efforts that best address customer needs, while coordinating the involvement of all necessary company personnel.
Provide feedback to management regarding customer needs, market dynamics and competitive assessments.
Use customer behavior and statistics to predict likely trend and movement with assigned target customer portfolio for both individual and groupings of categorized customers.
Key Performance Indicators
Achieves assigned sales quota in designated strategic accounts.
Meets assigned expectations for profitability.
Achieves strategic customer objectives defined by company management.
Completes strategic customer account plans that meet company standards.
Maintains high customer satisfaction ratings that meet company standards.
Qualifications:
A business degree from a recognized university, member of a professional body in Sales/Customer Service / Marketing with not less than 3 years’ years of strategic sales/ CRM experience in Business to Business environment.
