Account Manager

 

POSITION:

Account Manager

WORK STATUS:

Full Time

REPORTING TO:

Account Management Director

ISSUE DATE:

9 March 2017 


POSITION OBJECTIVE:

 

Account management responsibilities include developing strong relationships with customers, connecting with key business executives and stakeholders and becoming the trusted advisor for customers. Accounts managers will liaise between customers and cross-functional internal teams, ensure the timely and successful delivery of our solutions according to customer needs and improve the entire customer experience.

 

The account manager does not manage the daily running of the account itself. They manage the relationship with the client of the account(s) they are assigned to. The account manager serves to understand the customer's demands, plan how to meet these demands, and generate sales for the company as a result.

 

 

KEY DUTIES AND RESPONSIBILITIES:

 

Business Operations Performance

  • Identify new sales opportunities within existing accounts to remain a client-account manager relationship by up-selling and cross-selling
  • Manage and solve conflicts with clients
  • Interact and coordinate with the sales team and other staff members in other departments working on the same account
  • Meet time deadlines for accounts
  • Drive performance against the organisational key performance indicators.
  • Continuously monitor the allocation of resources and the achievement of productivity/chargeability targets and quality standards.
  • Contribute to the setting of and maintain effective financial management of business operational budgets.

 

Service Delivery

  • Think “outside the box” – develop new models and frameworks. Formulate new concepts for the organisation, not constrained by what already exists.
  • Develop, implement and maintain consistent and best practice service delivery standards, policies and procedures. Continually improve service delivery systems, processes and offerings.
  • Sets service standards to ensure that quality outcomes are delivered. Uses agreed measures to evaluate and improve consulting methods.
  • Ensure that the service is focussed by anticipating and preparing for future trends and demands.
  • experience and sound judgement to manage multiple tasks. Is able to articulate and focus on balancing key priorities including quality outcomes, staff workloads and financial parameters.

 

People Leadership

  • Provide positive and professional leadership to the client team, ensuring that they are well managed to support the activities of the organisation.
  • Consistently demonstrate leadership in terms of behaviours and attitudes.
  • Develop team capability through fostering a collaborative working environment, sharing of knowledge and providing opportunities for learning and development.

 

 

 

Stakeholder Management

  • Strategically manage client relationships through on-going dialogue. Takes a long-term perspective in ensuring satisfaction and retention of clients.
  • Establish and maintain wide networks within the business community and use these networks to advance the achievement of inthinc strategy and delivery of its services.
  • Build the reputation of the organisation by actively promoting understanding of and support for it.
  • Demonstrate highly developed engagement skills to be able to communicate and influence at both the individual and large group levels and to be able to represent Inthinc effectively in public forums.

 

Contribution to the wider organisation

  • Maintain professional standards of the highest level at all times and contribute to enhancing the quality of service and products provided by the wider Inthinc team.
  • Contribute actively to the continuous improvement of Inthinc services, systems and resources.
  • Support the goals of the organisation and the leadership team.
  • Undertake any reporting requirements, as requested, in a timely and professional manner.
  • Adhere to and lead health and safety obligations as an employee.
  • Work cohesively with other team members, referring work to colleagues as appropriate.

 

 

SELECTION CRITERIA:

 

Skills and Experience

 

Experience (5+ years) in a senior operational role with responsibility for service delivery in a geographically dispersed environment.

Previous operational experience in account management and is highly desirable.

Proven track record of driving and managing business process and cultural change within an organisation.

Broad general management experience including budget management, people leadership and management, and performance monitoring and management.

Proven track record of developing and maintaining relationships across a broad range of professionals and business sectors at a senior level.

Extensive networks in, and credibility with, the business community.

Highly motivated, achievement-oriented and innovative professional.

Extensive networks in, and credibility with, the business community.

 

COMPETENCIES

 

Integrity and trust is a core competency for all employees of inthinc

 

COMPETENCIES SPECIFIC TO THE ROLE

 

Relationship Management

Relates well to all kinds of people, up, down, sideways, inside and outside of the organisation; Builds appropriate rapport quickly; Builds constructive and effective relationships; Uses diplomacy and tact; Can defuse high tension situations comfortably; is easy to approach and talk to; puts others at ease; is a good listener; is sensitive and patient.

Results oriented

Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom line oriented; steadfastly pushes self and others for results.

Business Acumen

Knows how businesses work; knowledgeable in current and possible future policies, practices, trends, technology, and information affecting his/her business and organisation; knows the competition; is aware of how strategies and tactics work in the marketplace.

 

Drive for results

Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom line oriented; steadfastly pushes self and others for results.

Strategic agility

Sees ahead clearly; can anticipate future consequences and trends accurately; Has broad knowledge and perspective; is future oriented; Can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.

Operational leadership

Clearly assigns responsibility for tasks and decisions; sets clear objectives and goals; monitors process, progress and results; designs feedback loops into work; knows how to organise people and activities; knows what to measure and how to measure it;

gets more out of fewer resources; can see opportunities for synergy.

 

Qualifications

Formal Business Management qualification

Formal safety qualifications

Training and Assessing qualifications

 

Our Customers



"One of the hidden benefits I have found is the ability to perform on-the-spot checks to verify service hours and to prove driver innocence when they have been wrongly accused of reckless driving."
Director of Administration, American Pest
"There is no doubt that inthinc has helped our employees develop safer driving habits and not put their lives and others at risk."
Vice President of Environmental, Health & Safety, Boart Longyear
"Having a voice in the vehicle, coaching in real-time, is a very effective way to get drivers to improve their habits."
Director of Corporate Safety, Barrick Gold Corp
"inthinc has helped strengthen our company culture of safety and produced solid results beyond our expectations."
Director of Administration, American Pest
"Because inthinc leverages a global communications network, we know that we have the most reliable satellite service for our employees to call when help is needed."
Director of Corporate Safety, Barrick Gold Corp
"It's an incredible solution. It saves me money, keeps my drivers safe, and protects my business."
Fleet Owner, Southwestern Nevada LLC
"inthinc has been very effective in improving driver behavior. Not only did we significantly reduce our number of incidents, but we experienced a dramatic drop in accident-related costs."
Director of Corporate Safety, Barrick Gold Corp
"inthinc saved my company. We were able to prove to the insurance company that they couldn't find us negligible for something we weren't at fault for. inthinc's data and accident reviewing capabilities are the only reason we are in business today."
Fleet Owner, Southwestern Nevada LLC
"The ROI on this system has more than recouped its initial costs, but most importantly, inthinc is an invaluable tool in our approach to improving fleet safety."
Vice President of Environmental, Health & Safety, Boart Longyear
"I would recommend inthinc technology to all fleets because it changes driver behavior, increases awareness, and puts safety at the forefront of each and every employee that operates a vehicle."
Project Manager, Cintas
"Our vehicles operate in very remote areas of the world. Because of this, it is crucial that we are able to track the drivers' behaviors and vehicle location in real-time."
Vice President of Environmental, Health & Safety, Boart Longyear
"One driver required five gallons less on fill ups because he eliminated aggressive driving habits; not to mention reducing the impact on the environment, a large part of our company's culture."
Vice President of Operations, McCall Service
"We saw solid reduction in fuel consumption and miles driven, while at the same time improving the life of the vehicles."
Corporate Safety and Fleet Manager, Blood Systems
"There are other products out there that provide intelligence to drivers and managers, but inthinc is the only one that offers fleet intelligence and instant verbal feedback to the driver, which is important to us."
Vice President of Environmental, Health & Safety, Boart Longyear
"What we like about inthinc is its proactive — rather than reactive — approach to promoting safer driving."
Project Manager, Cintas

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