Job Type: Permanent, full-time
Location: Hertford, United Kingdom
Job Title: Account Director
Reports to: Global Director of Sales
Sector: Enterprise Retail Software
Requirement: 5 years
Salary: To Be advised based on fit with a role with a bonus scheme linked to performance
A highly motivated and experienced Account Director to take ownership of about 20 United Kingdom and overseas customer accounts to drive growth and customer satisfaction. Reporting directly to the Head of Sales. Each Enactor customer is a substantial retailer with turnover ranging from $50M to over $5B.
About our company
We are an innovative UK software company of about 150 people rapidly becoming one of a small number of leading global suppliers of retail applications and solutions to international retailers. We specialise in flexible, micro-services based store and central solutions that are deployed in Department Stores, Food, Fashion, Hospitality, Stadiums, Luxury brands and General Merchandise. Our software products include: Payment systems, Point-of-Sale, Self-Checkout solutions, Order Management, Inventory Management and more. We sell and deliver these products under traditional licensing models as well as providing them through hosted services (SAAS) in AWS and Azure.
Our unique software technologies offer our clients rich applications but also a process-based development toolset as part of the application suite. Using the Enactor Toolkit business events and actions are understood and managed as processes across the enterprise and represented visually. These smart design tools, together with reusable libraries of components, mean that application development and integration becomes a drag-and-drop exercise. The combination of the Toolkit and software libraries within the Enactor solution gives retailers a unique ability to react and adapt their applications in a changing and highly competitive retail landscape.
Our customers in the United Kingdom include retailers such as: Harrods, Fraser Group, Harvey Nichols, New Look, River Island and abroad: Central Group (Thailand), JYSK (Denmark and Europe), Palacio (Mexico), O’Reilly Autoparts (USA). Increasingly our customers are looking for Enactor to provide “out-of-the-box” hosted service solutions as well as enterprise application software. As a result of this we have established a young and reactive infrastructure team that we wish to grow under a new leadership role in the UK.
We have main offices in Hertford in the UK and in Colombo & Galle in Sri-Lanka and employees in different parts of the USA.
Job Description
This senior position is dedicated to building relationships with our key customers, helping them get the best from Enactor and ensuring that Enactor is delivering what these customers need. The position has been newly created having up to now been handled alongside other sales and delivery responsibilities. We see this new role as a key part of continuing to give good service and engaging existing customers in exciting new projects as Enactor expands into new territories and regions.
The role reports to the Enactor Head of Sales who is based in Hertford in the UK and will initially involve working with the Head of Sales and Enactor CEO to formulate detailed Account Plans for each of our Tier 1 customers. The plan for each customer will be focused around a number of key areas:
* Helping customers get better value from our software and new releases and working with customers to formulate projects and initiatives that take them forward with new features and products.
* Understanding and responding to the challenges that our customers have and working with them to form strategies that involve Enactor to help them address these challenges.
* Working alongside the Enactor Support and Delivery teams to formulate strategies and work more closely with customers to help deliver consistent quality and resolve issues quickly.
* Building a “community spirit” amongst our customers so that they can feel as though there are benefits to being part of the group of Enactor users where they can learn and cooperate with others to their best advantage.
* Driving new business from existing customers by primarily getting them to trust Enactor to become a bigger part of their IT landscape – for example leveraging our “Unified Commerce” capabilities into customers that are currently only using Enactor as part of their store systems solution.
About Skills & Competencies Required
* Experience in software sales and winning business and bid management.
* The ability and desire to become one of the new breed of “technically savvy” sales people needed in this digital world.
* A desire to drive your sales career forward – some experience of Retail software and or digital tech sales products will be beneficial, but not essential.
* Ideally experience in B2B Software industry for Retail, eCommerce or the digital retail sector.
* An entrepreneurial spirit and a desire and hunger to close deals by using a thoughtful, consultative approach.
* Be presentable and professional with the confidence and skill to deal with decision makers.
* Excellent computer skills and meticulous attention to detail are essential with a well-organised and disciplined approach to work.
* Outgoing personality with excellent verbal and written communication.
Requirements
The job is a sophisticated account management role and consequently the individual must be able to handle themselves with confidence at senior level, both within Enactor and with senior and director level individuals within our customers and partners. Proven organisational and presentation skills and the ability to understand complex technical environments is key.
The role requires an experienced and proven individual who has at least 10 years in IT account management. A considerable part of this experience will be associated with companies involved in complex application solutions and preferably retail application solutions of some nature. This is a fantastic opportunity for someone to be a key part of a really ambitious team and to make their mark in taking a rising tech company to the international market.
Strategic Responsibilities
* Formulate and maintain account plans for our key customers.
* Identify specific customer growth and new business opportunities.
* Identify trends and inform future decision-making.
* Leverage key industry partnerships to inform and lead customer thinking.
* Work with support and delivery teams to improve customer processes.
* Keep customers informed about new products and services.
* Identify generic opportunities for upselling and cross-selling.
* Hold regular customer update seminars to inform customers about product updates, best practices, and industry trends.
* Work with the marketing team to provide the voice of the customer and build testimonials and case studies.
Daily Responsibilities
* Conduct regular executive meetings with customers to assess their needs.
* Monitor customer satisfaction levels and respond.
* Attend monthly support reviews to stay informed about customers’ issues.
* Attend key project meetings to stay informed about customers’ activities.
* Compile monthly customer reports to present to CEO and Head of Sales.
* Gather and compile customer feedback to inform product roadmap.
* Serve as the point of escalation and ventilation for customer complaints.
* Ensure that HubSpot CRM is up-to-date and that all customer engagement is shared across the organisation.
Ideal Candidate Profile
* Experience in managing customer accounts in a similar or related business.
* Excellent communication and organisational skills.
* A strong collaborative worker who inspires a “can-do” attitude.
* Avoids “us and them” with other departments and customers.
* Builds respected relationships with customers, suppliers and colleagues.
* Able to converse about latest industry trends and technology developments.
* An understanding of sales strategies and techniques.
* Ability to identify and capitalise on growth opportunities.
* Proficiency in using CRM (Customer Relationship Management) software.
* Highly motivated, adaptable, and able to work well both independently and as part of a team.
Please note: This is a senior position and is a key part of Enactor’s Sales and Marketing team with relationships with Enactor’s Delivery and Support teams. Consequently, it is based on face-to-face collaboration and visible on-site collaboration. As such, this is an office-based position.
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