Account Manager

Job Description

Location: Dubai, United Arab EmiratesIn fast changing markets, customers worldwide rely on Thales. Thales is a business where brilliant people from all over the world come together to share ideas and inspire each other. In aerospace, transportation, defence, security and space, our architects design innovative solutions that make our tomorrows possible.Thales has built a presence in the United Arab Emirates for over 35 years, and today has over 300 employees. Thales in the UAE is part of our Middle East business that has 1,800 people across Egypt, Iraq, Kuwait, KSA, Lebanon, Oman, Pakistan, Qatar and UAE. Together we delivered technology for the Dubai metro, the longest driverless metro network in the world and a fare collection system that processes up to 250,000 transactions per day. We make UAE a safer place by providing secure electronic payment solutions, cyber security systems and communications as well as security systems for Dubai International Airport and air traffic management and navigation systems for Abu Dhabi?s airport.JOB PROFILEResponsible for customer intimacy, customer success, coordination of the customer portfolio of products and services. Account manager is the final arbitrator of customer issues and is the decision maker over impact on P&L. Engage with customers (embedded) and potential customers to establish relationships for intelligence, customer success, and sales support. Supports the Customer Success account team. Point of escalation for their assigned customers. Responsible for communicating the benefits of the overall Thales portfolio (not only IFEC) including identifying and educating prospective customers.ROLES & RESPONSIBILITIES:Ensure Customer Success through

• Serving as the lead point of contact for customer account team
• Building relationships with C-suite executive and strategic ecosystem partners within the region
• Developing trusted advisor relationships with key customer stakeholders and executive sponsors
• Ensuring the timely and successful delivery of our solutions according to customer needs and objectives
• Clearly communicating the progress of monthly/quarterly initiatives to internal and external stakeholders
• Collaborating with sales team to identify and grow opportunities within the account
• Collaborating with customer account team for all issues impacting the customer experience
• Supporting cross functional IPT teams
• Assisting with challenging client requests or issue escalations as needed
• Managingcustomer expectations and contribute to a high level of customer experience
• Managing customer survey activities and experience scorecards
• In conjunction with the customer success account team, identifying deficiencies in either resources or performance in order to work with account team to create an outstanding customer experience
• Leading the customer success account team to provide proactive, world class support for the customer, focusing on responsiveness, product, service quality, speed of resolution to achieve Customer Success

Customer Commercial Negotiations and Customer Strategy

• Support negotiating contracts and close agreements to maximize profits
• Develop new business with existing clients and/or identify areas of improvement to meet sales quotas
• Forecast and track key account metrics
• Assist in proposal efforts and priorities, in an effort to meet committed lead times and airline deadlines, while continuously working on improving efficiency opportunities within the process
• Work closely with the marketing function to establish successful support

Customer Analysis and Consultation

• Prepare and maintain reports, metrics, proposal requirement tools, documents and schedules
• Create and track account specific opportunities pipeline
• Maintain customer priority status and align internal resources
• Assist Sales team to identify and report sales phase, win probability, plan of actions
• Assist in coordination, negotiation and escalation of proposal quote requirements.
• Create account development plan and support sales with capture plans
• Prepare reports and professional presentations in order to communicate potential opportunities and /or problems to customer teams and senior management.
• Provide reports to management, customer teams, and the customer relating to improvement of products, trends, problem resolution, and corrective action.
• In conjunction with customer success account team, lead customer Quarterly business reviews with stakeholders and executives
• Maintain inputs/updates of Customer Relationship Management tool (CRM, Salesforce) as appropriate

WORK EXPERIENCE REQUIREMENTS/ QUALIFICATION, CERTIFICATION & EDUCATIONAL REQUIREMENTS:

• Bachelor?s degree in marketing, business administration, sales, or relevant field; Master?s degree preferred
• Four to five years? previous work experience in sales, management, key account management, or relevant experience
• Proficient with CRM (Salesforce) software and the Microsoft Office Suite
• Excellent communication skills
• Evidence of strong negotiation skills, with ability follow-through on client contracts
• Proven results of delivering client solutions and meeting sales goals

PREFERRED SKILLS/QUALIFICATIONS:

• Able to multitask, prioritize, and manage time efficiently
• Goal-oriented, organized team player
• Encouraging to team and staff; able to mentor and lead
• Self-motivated and self-directed
• Excellent interpersonal relationship skills
• In-depth understanding of company key clients and their position in the industry
• Eager to expand the company with new sales, clients, and territories
• Able to analyze data and sales statistics and translate results into better solutions
• Excellent verbal and written communication skills; must be a listener, a presenter, and a people-person
• Ability to multitask and manage more than one client account
• Proven results of delivering client solutions and meeting sales goals

At Thales we provide CAREERS and not only jobs. With Thales employing 80,000 employees in 68 countries our mobility policy enables thousands of employees each year to develop their careers at home and abroad, in their existing areas of expertise or by branching out into new fields. Together we believe that embracing flexibility is a smarter way of working. Great journeys start here, apply now!

Keyskills :