Account Manager

About Us:

At Microserve, we are an industry leader in providing technology solutions to public and private sector clients across Western Canada. Headquartered in Burnaby, BC, with offices in Victoria, Calgary, and Edmonton, we employ over 500 team members, and are one of the largest technology solutions providers, recognized our ability to deliver and innovate to meet the changing needs of our clients. This position will be based in our Edmonton, Alberta market.

Position Summary:

Microserve is looking for an experienced Key Account Manager to join our team in Edmonton. The ideal candidate excels in building collaborative relationships with clients and co-workers, is extremely organized and proactive, and has exceptional communication skills.

In this critical role you will be responsible for nurturing and growing some of Microserve's most important client relationships, maximizing the value Microserve delivers. You will act as the primary point of contact for assigned contracts, understanding customer business needs as well as Microserve's commitments, ensuring we consistently optimize the service we deliver.

Your responsibilities include ensuring client satisfaction and retention, providing industry-informed recommendations, and maximizing lifetime customer value. The ideal candidate excels in building and maintaining relationships and leading excellence in contract execution, inspiring customer loyalty and trust.

Key Responsibilities:

Client Relationship Management:

• Establish strong, long-term relationships with assigned accounts through regular communication, site visits, excellence in all aspects of contract execution, and proactive engagement.
• Nurture and grow existing client relationships to drive revenue and profitability.
• Act as the primary point of contact for assigned contracts, understanding clients' business needs and priorities.
• Conduct in-depth assessments with clients to identify opportunities for improvement and tailor product/service recommendations accordingly.
• Ensure client satisfaction and retention through value-added recommendations.
• Conduct regular client meetings to review satisfaction, address concerns, and explore new opportunities.
• Address customer inquiries promptly, troubleshoot issues, and provide timely solutions to maintain high satisfaction levels.
• Negotiate contract renewals and pricing agreements, ensuring mutually beneficial terms for both parties.
• Analyze competitor activities and market dynamics, adjusting account strategies accordingly to maintain a competitive advantage
• Identify opportunities to expand services and solutions.

Strategic Planning & Forecasting:

• Identify upselling and cross-selling opportunities within existing accounts to maximize revenue generation
• Regularly review account performance and develop strategic plans to achieve client goals.
• Collaborate with cross-functional teams, such as marketing, client experience specialists, professional services, and technical services to ensure seamless delivery of products/services and exceptional customer experience.
• Accurately forecast sales within the territory, track key performance indicators (KPIs), and generate regular sales reports to management.
• Conduct regular business reviews with clients to assess their needs, address concerns, and provide solutions that meet their objectives.
• Prepare and present reports on account status, progress, and forecasts to senior management.

Administrative Management:

• Maintain detailed records of client interactions and transactions using CRM software.

Qualifications:

• Proven track record of success in client relationship management in the IT industry
• At least 3-5 years of experience in B2B sales in the technology sector
• Exceptional communication and interpersonal skills, with the ability to build rapport and trust with clients and colleagues.
• Strong negotiation and closing skills, with a demonstrated ability to meet or exceed sales targets.
• Highly self-motivated and driven, with a proactive approach to identifying and pursuing new business opportunities.
• Excellent organizational and time management skills, with the ability to manage multiple priorities and deadlines.
• Proficiency in CRM software and other sales tools.
• Proficient in Microsoft Office suite including word, excel and PowerPoint
• Willingness to travel as needed to meet with clients and attend industry events.
• Relevant post-secondary education such as bachelor's degree in business, marketing, or other related field is an asset

Skills and Competencies:

• Relationship Building: Develop and nurture strong, long-lasting relationships with existing clients through regular and personalized communication.
• Client Retention: Implement strategies to retain clients by consistently meeting their needs and exceeding their expectations.
• Customer Service Excellence: Provide exceptional customer service, ensuring client satisfaction and loyalty.
• Account Management: Effectively manage client accounts, staying attuned to their evolving needs and proactively addressing any issues.
• Upselling and Cross-selling: Identify opportunities to introduce additional products or services that align with the client's goals and enhance their experience.
• Problem Solving: Understand and resolve client challenges by offering tailored solutions that demonstrate a deep understanding of their business.
• Market Knowledge: Maintain a comprehensive understanding of the industry, market trends, and competitors to provide informed and relevant advice to clients.
• Responsiveness: Promptly and effectively reply to requests, react to situations, or needs of others, demonstrating a proactive approach by anticipating potential issues and actively engaging to deliver timely and appropriate responses, often including clear communication and follow-up actions.
• Technical Acumen: Display a deep understanding and proficiency in the technical knowledge of Microserve' s products and services which will lead to being able to effectively analyze, apply, and troubleshoot technical problems, concepts and services relevant to our clients' needs
• Communication Skills: Clearly convey value propositions and build rapport with clients through effective communication, including email, verbal and presentations.
• Emotional Intelligence: Recognize and respond to the emotional needs and triggers of clients, fostering trust and loyalty.
• Time Management: Prioritize client interactions and manage time efficiently to ensure all clients receive adequate attention and support.
• Adaptability: Quickly adjust to changes in client demands and market conditions, remaining flexible to meet clients' evolving needs.
• Team Collaboration: Work collaboratively with internal teams, such as marketing, product development, and customer support, to deliver comprehensive solutions to clients.

Corporate Responsibility

Employees will embrace and embody our core values in their daily work: We Sweep Floors, Openness, Flexibility, Not Stuffy, and Customer-Driven.

What do you get?

• Time-off policies that promote work/life balance
• Extended Medical and Dental plan from day one
• Amazing employee discounts with over 100+ companies (for example: cell phone plans, computer equipment, insurance, groceries, etc.)
• Fun Wellness & Engagement Activities – Such as chocolate making, exit rooms, staff holiday parties, to name a few
• Community Involvement – We care about giving back to our communities and plan for volunteering events at least once per quarter
• Career advancement opportunities
• Hybrid working environment for specific roles
• Ongoing learning and development opportunities
• Professional development & Training reimbursement support

Microserve is committed to a diverse and inclusive workplace. We are an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected status. If you would like to request an accommodation, please notify the Recruiter.