Account Manager

Role Purpose
Nexon is seeking an SMB Account Manager to join our Sales team. This role is responsible for managing relationships with existing customers, protecting and growing revenue, identifying new sales opportunities and supporting the renewal of customer services.
The role will maintain regular customer contact across phone, email and CRM platforms, respond to customer needs, identify accounts at risk and contribute to individual and team sales targets.
This role would suit someone looking to build a career in account management and sales, with the opportunity to develop their commercial capability, customer relationship skills and understanding of Nexon's solutions. The successful candidate will be customer-focused, commercially minded and committed to delivering Nexon's premium customer experience.

Key Responsibilities

• Manage and maintain strong relationships with an assigned portfolio of existing customers.
• Maintain regular contact with customers to understand their needs, priorities and level of satisfaction.
• Protect and grow revenue across existing customer accounts.
• Identify and progress upsell, cross-sell and renewal opportunities.
• Achieve and exceed agreed monthly sales targets and KPIs.
• Develop, maintain and actively manage a pipeline of sales opportunities.
• Manage contract and service renewals within required timeframes.
• Identify accounts at risk and develop appropriate retention strategies.
• Escalate customer, commercial or retention risks where additional support is required.
• Respond to customer issues and support their effective and timely resolution.
• Maintain accurate customer, sales activity, opportunity and pipeline information within the CRM.
• Prepare and maintain accurate sales forecasts and updates.
• Follow Nexon's sales processes and required approval procedures.
• Work collaboratively with colleagues to support customer outcomes and team performance.
• Maintain a strong understanding of Nexon's products, services and customer value proposition.

Key Performance Measures
Performance will be measured against agreed objectives, which may include:

• Achievement of sales and revenue targets.
• Customer retention and renewal outcomes.
• Growth within existing customer accounts.
• Pipeline development and conversion.
• Forecast accuracy.
• Customer satisfaction.
• Timely management of renewals.
• CRM accuracy and sales process compliance.
• Identification and management of at-risk accounts.

Experience and Qualifications

• Minimum two years' experience in account management, client services, customer service or sales within the IT industry.
• Demonstrated success in solution-based selling and achieving sales targets.
• Experience managing contract renewals and growing existing customer accounts.
• Strong understanding of the sales process.
• Working knowledge of CRM systems.
• Technical knowledge or experience within the IT industry will be highly regarded.