Customer Account Manager - Sage
Pinnacle, part of K3 Capital Group, are recruiting a Customer Account Manager (CAM) for Sage 200 and Sage Intacct.
As a Pinnacle Customer Account Manager (CAM), you 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 on a remote basis, with occasional travel.
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.
Maintain and manage your account portfolio CRM Data - Update and maintain accurate customer information and sales activities in the CRM system.
Monitor the sales pipeline, track progress and identify potential bottlenecks or areas for improvement.
Understand and remain current a working knowledge of our portfolio of solutions as deployed / sold to our Customer Accounts.
Understanding Customer Needs
Gain a deep understanding of Customers' business objectives and how our solutions can help them achieve their goals.
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.
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.
Upgrades - Maintain an “Always Current” mindset whilst collaborating with internal teams to deliver an “Always Current” strategy.
Feedback Collection
Gather feedback from Customers regarding their experience with our solution and relay this feedback to relevant internal teams for product improvement.
Monitor and as applicable maintain the companies “Red Flag” and Complaints system.
Product Expertise
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
Proven experience in Account Management for business management software solutions.
A consultative, customer-first sales approach, with the ability to engage at all levels of an organisation.
Strong pipeline management skills and a track record of meeting/exceeding sales targets.
Exceptional communication, negotiation and presentation skills.
The ability to travel to events, internal meetings and customer sites.