Location: Luton, UK
Job Purpose:
* Understand the unique needs of our clients, leverage RiM IT offerings, and identify opportunities to upsell and provide tailored solutions that drive value for both the client and the company.
* The IT Account Manager is responsible for managing their own P&L, ensuring customer satisfaction, and laying the groundwork for future growth into an Account Manager position for larger accounts.
* Serve as the primary advocate for the customer, ensuring their needs and expectations are consistently met.
Responsibilities:
* Develop and maintain strong, long-lasting relationships with assigned clients.
* Act as the primary point of contact for client queries and issues, ensuring timely and effective resolution.
* Understand clients’ business models, goals, and challenges to offer tailored IT solutions.
* Responsibility for the overall performance of the inflight IT account, including financial, operational, and customer satisfaction metrics.
* Own and manage the P&L for assigned accounts, ensuring profitability and growth.
* Collaborate with Regional Managers to align account strategies with broader company financial goals.
* Develop and implement strategic plans to achieve business objectives.
* Analyze data and reports to adjust strategies and optimize profits.
* Approve major operational changes, initiatives, and expenses related to inflight IT.
* Deeply understand the client’s business needs and how RiM’s IT solutions can address these needs.
* Conduct regular meetings with clients to review performance, identify opportunities, and provide strategic guidance.
* Drive customer satisfaction, monitoring CSAT scores and implement actionable feedback.
* Analyze market data and client feedback to identify opportunities for innovation and improvement.
* Identify and create opportunities for upselling and cross-selling within existing accounts.
* Collaborate with internal teams to develop custom solutions that meet client needs and drive revenue growth.
* Work closely with the Head of Account Manager and other internal teams (e.g., IT, Account Manager) to ensure client needs are met.
* Provide feedback on product offerings and contribute to the development of new features or solutions.
* Participate in training programs to develop the skills necessary for promotion to Account Manager roles.
* Assist in mentoring junior team members as needed.
* Oversee all projects for assigned accounts, ensuring they are delivered on time, within scope, and within budget.
* Collaborate with the Regional Manager to create and present business cases to internal stakeholders.
Knowledge and Experience:
* Bachelor’s degree in Business, IT, or related field.
* 3+ years of experience in customer success, account management, or a related role within the IT industry.
* Strong understanding of IT products and services, particularly within the inflight retail sector.
* Excellent communication, negotiation, and interpersonal skills.
* Proven ability to manage multiple accounts simultaneously while maintaining a high level of attention to detail.
* Financial acumen with experience managing P&L statements.
* Ability to work collaboratively across departments.
* 2+ years of team leadership experience.
Competencies & Skills:
* Strong client relationship management skills.
* Excellent strategic planning and business development abilities.
* Proficiency in financial management and P&L oversight.
* Strong collaboration and communication skills.
* Proactive approach to problem-solving and innovation.
* Ability to analyze market trends and data.
* Strong leadership and team management abilities.
* Ethical and demonstrates integrity in all business dealings.
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