Customer Account Manager (Remote)

Pinnacle, the technology solution division of K3 Advisory Group, is seeking a Sage Customer Account Manager to join our team. This role will be responsible for managing customer accounts, growing revenue, maintaining strong relationships, and ensuring customer satisfaction with our software solutions.

You will serve as the primary point of contact for customers, addressing their enquiries, concerns, and providing guidance with assistance as required on how to maximise the value of our solutions within their organisation.

This role is predominantly based from home, with travel to an office or client site as needed.

Key Responsibilities

Customer Relationship Management

• Develop and nurture strong customer relationships to gain a deep understanding of their business objectives and challenges, ensuring our software and services effectively support their processes and goals.

• Act as the main point of contact for customer enquiries and issues while collaborating with the customer success leader for escalations.

• Conduct regular check-ins / reviews with customers to assess satisfaction levels and identify opportunities for improvement including Expansion, Upgrade, Migration – virtually and face-to-face.

• Own a sales target against your account portfolio and ensure that your engagement with the Customer aligns with Pinnacle Base expansion strategy.

• Manage the Sales Process via the internal SSA/ISO/CRM system

• Maintain and manage your account portfolio CRM Data - Update and maintain accurate customer information and sales activities in the CRM system.

Solution Guidance

• Introduce & co-ordinate Pinnacles Professional Services and / or Presales into Customer sites to ensure the Customer has a thorough understanding of the softwares features and functionalities.

Issue Resolution

• Address and resolve any issues or concerns raised by Customers in a timely and efficient manner via facilitating communications with both internal teams and external suppliers.

• Work closely with internal teams, such as Customer Success Leader, professional services, support, MITS, and product development, to ensure timely resolution of Customer issues.

Renewals and Upselling

• Collaborate with the Customer and internal teams to identify opportunities for upselling additional services or features such as Hosting (MITS), Development, Modules, Users, ISV’s

• Engage in the renewal process for Customer contracts, ensuring timely renewals and contract negotiations as needed.

• Migration – Introduce where applicable the relevant migration specialist when you feel you the Customer is ready to move to a SaaS solution

Product Expertise:

• Maintain an understanding of our portfolio of solutions.

• Provide / Coordinate product demonstrations and training sessions to customers as needed.

KPIs and Objectives

• Meet personal and team Key Performance Indicators (KPIs) and objectives related to sales targets, customer retention, and customer satisfaction.

About You

Package

• Basic salary negotiable depending on experience, £70K OTE + Uncapped commission structure

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