Physical Security Technical Account Manager

About the role

The position has arisen due to global growth and a desire to expand our business to enable us to further build on client relationships and service new opportunities. The successful candidate will be responsible for building, promoting and maintaining client partnerships and initiatives for some of QCIC’s strategic accounts. They will direct and support the activities of multiple operations managing large/complex clients serving as a client advocate and a primary point of contact, facilitating all internal and external communications. They will have operational oversight so proven technical experience in enterprise level security management systems is critical. In addition, the ability to effectively drive the execution of the clients’ installation, service and advanced solutions strategies to exceed client expectations with cost effective solutions is key. The role will require the candidate to lead QCIC’s teams and partners to ensure client satisfaction, financial performance and account growth.

What you will do

• Manage an annual job volume/revenue expectation of $5+ 10 Million+
• Act as a primary point of contact on the account, responsible for managing communications for all QCIC engagements
• Work with our clients through an understanding of their business needs and know how to navigate their organisation
• Work with QCIC leadership and Strategic Account Management functions
• Develop and manage an account plan to accurately capture client vision, corporate initiatives, growth strategies and annual expectations. Utilise standard processes and tools that drive internal efficiencies and foster uniformity of workflows – expand (developing opps, cross selling, multi department crossover where needed, expand on DBR cross selling, design run into space.
• Proactively manage and coordinate all operational aspects of strategic client engagements for each global account. Enforce the expectations of the client with QCIC teams, subcontractors, vendors and partners. Always represent QCIC as a leader, providing mentoring, coaching and development of the wider team
• Serve as a client advocate and liaison between QCIC HQ, global hubs, subcontractors, vendors, partners and manufacturers. Help develop unique approaches and introduce advanced solutions to client challenges, building confidence in QCIC as a trusted advisor
• Drive consistency in delivery of all QCIC services across multiple locations, regions and countries
• Ensure adherence to specific client standards, industry best practices, code requirements and/or market regulations
• Maintain all account documentation, direct all communications and updates to the client in a regular and proactive manner. Conduct scheduled internal and client business reviews on a defined and consistent basis
• Engage the support of internal resources and partners to introduce expertise that helps clients develop and implement their strategies
• Responsible for overall client satisfaction in delivery of all services. Proactively meet and communicate with client to seek detailed feedback in order to drive continuous improvement.
• Resolve issues in an effective and timely manner by engaging appropriate team members, internal resources, partners, and/or external stakeholders
• Prepare financial proposals ensuring they are commercially sound
• Track financial performance on all projects and services to make sure work is executed to budget. Compile reports to provide spend data to internal teams, clients, and senior leadership
• Represent QCIC as a thought leader and regularly contribute to marketing material and activities ensuring QCIC is represented externally where required
• Manage a group of approximately 2-8 global personnel

What we are looking for

• Broad-based industry and market knowledge of enterprise level access control, video management and intrusion detection systems of 10+ years
• Experience of managing global accounts on an enterprise level requiring support across multiple time zones
• Ability to create internal and external organisational alignment through strategic relationships, by communicating client initiatives and driving team building
• Accomplished leader that acts as a role model while guiding, developing and mentoring others within the organisation
• Excellent organisational skills
• Strong proficiency in Microsoft Office products, including Word, Excel, PowerPoint and project management tools
• Exceptional written and oral communication skills, with ability to deliver presentations within multiple levels of an organisation
• Advanced financial competencies
• Confidence in contract negotiation and administration
• Strong work ethic with personal motivation to function individually and as part of a global team
• Strategic thinker with analytical problem-solving tools and techniques
• Capabilities in implementing program deliverables, leveraging understanding of cultural differences in business practices for other regions or countries
• Able to spot potential opportunities – expansion - DBR