Internal Account Manager
Location: Reading (Hybrid)
The purpose of the Internal Account Manager role is to serve as the key liaison between Ultima and our customers, ensuring their needs are fully understood and met through Ultima’s services and solutions. This role focuses on building strong, long-term relationships with customers, managing account performance, and identifying opportunities for growth. The Internal Account Manager will work closely with internal teams, vendors, and Account Directors to deliver seamless service, maximize gross margins, and ensure the timely and efficient execution of projects and sales orders. By providing proactive support and maintaining accurate forecasts, the Internal Account Manager plays a vital role in driving customer satisfaction and business success.
Responsibilities:
* Develop and maintain strong relationships within customer base – ensuring always meeting customer deadlines
* Have a good understanding of customers business goals and objectives, aligning them with Ultima’s services and solutions
* Monitor account performance and provide regular feedback to account director
* Serve as the main point of contact for client enquires via various mediums
* Working actively on closing quotes and renewals.
* Identify potential upsell or cross-sell opportunities within existing accounts
* Ensuring gross margin is maximised by working closely with internal vendor teams, distribution and vendor account teams
* Process and progress sales orders of customer request and expedite orders through to completion effectively and efficiently
* Raise resource requests to align internal and external resource with client needs
* Ensure all projects/resource are invoiced on a monthly basis
* Ensuring you are actively working on customer requirements from start to finish, alongside your account directors, to guarantee that customer requests / projects are fulfilled.
* Maintain and update forecast and pipeline on D365 to ensure account team can provide accurate monthly and quarterly forecasts
* Drive customer events and webinar attendance
* Maintain and grow knowledge/skills by attending training sessions
* Play to win, as an active participate in the team, with a flexible approach to support others
Essential Knowledge, Skills and Experience
* Excellent verbal and written communication in the English language.
* An organised and systematic approach with the ability to juggle and time manage to stay on top of the job at hand.
* Ability to be flexible and cope with several factors at any one time.
* An experienced problem-solver who can think logically and laterally to find solutions.
* The ability to be resilient in the face of setbacks and to remain logical and controlled when under pressure.
* Attention to detail and focus on quality.
* Influencing and negotiating.
* Team spirited.
* Tenacious, gets the job done.
* Competent user of the Microsoft Office suite of products
Desired Knowledge, Skills and Experience
* A level or degree education preferred
* Experience in account management, customer service, or a related role (ideally within the IT sector) is preferred
* Knowledge and experience of Dynamics 365 CRM systems preferred
Key Competencies Required for the role
* Highly self-motivated & confident
* Customer Focus & Relationship building
* Continuous Improvement
* Collaboration & Teamwork
* Interpersonal skills & communications
* Attention to detail
* Work under pressure
* Tenacity