Account Manager

2 weeks ago

Ottawa, Canada FULLY MANAGED INC Full time

**About Fully Managed**

Fully Managed is a leader in digital business transformation and managed services. As a ServiceNow Elite partner, we enable organizations to navigate and excel in the digital-first work world. Our mission is #CreatingPeaceOfMind through better IT, customer and employee experiences to make work flow We eat, sleep, and breathe our core five values:

- Fanatical Service
- Absolute Accountability
- Inspiring our People
- Passion for Innovation
- Monomaniacal about Process

We are a team, a family, and a group of world class collaborators who also have A LOT of fun together.

**Why Fully Managed**:
We don’t want to fill jobs; we want to partner with you throughout their career journey by providing:

- Career growth and professional development by sponsoring your ServiceNow Certifications
- The technology you need to enhance your daily work,
- A team of like-minded professionals without ego that help each other grow and flourish
- A comprehensive benefit package, and
- Paid time off.

We recognize that everyone has a life outside of work and show our commitment by offering:

- A remote work environment,
- Flexible hours, and a
- Fitness subsidy.

**Key Areas**
**o**
**f Responsibility**

Account Manager (AM) responsibilities include developing long-term relationships with a portfolio of mid to large sized clients, connecting with key business executives and stakeholders to be able to grow and retain client accounts. AMs liaise between customers and cross-functional internal teams to ensure the timely and successful delivery of our solutions, according to specific client’s needs. AMs manage and develop client accounts to initiate and maintain favorable relationships, and to ensure the client aligns with our business best-practices and standards. The AM is expected to achieve or surpass their sales targets by capturing opportunities for growth and standardization within their accounts, while utilizing the support of internal teams and the Director of Business Development & Client Success.
- Owning the Managed Service Agreement (MSA), ensuring its satisfactory delivery, and effective interpretation, for clients and internal Team Members. Managing client expectations, and ensuring their understanding of all items on the signed agreement;
- Driving the creation of the client’s technology strategy, guiding them through related presentations, either in person or online, with support from internal team members;
- Conducting Quarterly, and Monthly Business reviews with the client, in accordance with their fiscal planning cycle, to ensure efficient MRR reconciliation (quarterly), and MSA/SOWs are being delivered to the client’s satisfaction (monthly);
- Maintaining the client relationship while also being the FM standards advocate and ensuring the client remains profitable, or are on a path to becoming profitable;
- Identifying new business relationship opportunities, and securing referrals;
- Updating and managing opportunities and communications within our CRM and PSA systems, on a daily basis;
- Assisting internal teams in scope-reviews for requests outside of the MSA;
- Creating action plans for at-risk accounts;
- Other duties as required.

**Skill & Knowledge Requirements**

We're flexible but these are a must:

- 5+ years of sales experience;
- To be available from Mon-Fri, 8am-5pm and evenings/weekends as situationally required;
- Strong knowledge of all things Microsoft;
- Proven problem-solving ability to work rapidly in high pressure situations;
- Customer service experience;
- Exceptional demonstrated English verbal and written communication abilities;
- Ability to translate technical discussions to non-technical customers to fulfill understanding;
- Self-starter able to work with mínimal supervision
- Assets:

- Experience in SalesForce;
- Previous Experience working at an IT Managed Service Provider

**Interested?**

Fully Managed promotes the principles of diversity and inclusion and adheres to the tenets of the Canadian Human Rights Act. Fully Managed provides accommodation during all parts of the hiring process, upon request, to applicants with disabilities. If contacted to proceed to the recruitment process, please advise us if you require any accommodation.

**No recruiters and no phone calls please

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