Account Manager – SADC

Job description

ROLE DESCRIPTION

Assumes responsibility as an Account Manager – Westcon – Comstor , based in Lusaka Zambia. The successful individual will be responsible for proactively growing and developing Westcon – Comstor products Focused Partners through high touch engagement and selling. This role is remote based in Zambia.

DUTIES & RESPONSIBILITIES

Assumes responsibility for proactively developing and growing Microsoft focused Partners through high touch engagement and selling.
• Management of Strategic Partners by driving sales and growth across multiple Vendors.
• Builds and maintains Strategic partnerships.
• Understands and supports Partner Strategy.
• Understands technology needs of the Partner.
• Identifies and establishes sales strategies that will result in increased share of wallet.
• Proactive with Westcon-Comstor offerings as well as Vendor offerings.
• Maintain Cross Vendor focus by identifying opportunities within base, involving specialists where required.
• Develop 3-way relationships (Partner, Vendor, Westcon-Comstor) to increase business for all three parties.
• Facilitation and drafting of Quarterly Business Reviews to the set of focused Partners.
• Follow up on Partner opportunities.
• Knowledge of Partner commercials.
• Keep Partners up to date with product-related information with the inclusion of Channel Managers and Business Practice Lead (s) where necessary.
• Proactive involvement in Vendor focus days.
• Tracking progress towards and achieving established quotas & sales goals.
• Making sales presentations as and when required.
• Drive Partner adoption of the Westcon-Comstor digital tools.

Assumes responsibility for execution and excellence on sales administration.
• Accurate data capture on Partner and end user required information, close date, sales stage, opportunity owner.
• Keep records of Partner interactions, transactions, inquiries, comments and complaints in SalesCentral
• Accurate Forecasting on SalesCentral
• Prepare for and participate in weekly and monthly sales meetings.
• Attend all required internal and external meetings.
• Maintain and develop own knowledge of Westcon-Comstor and vendor product portfolio.
• Respond to Partner’s requests promptly in a professional, polite and friendly manner and within the agreed Partner SLA.
• Obtain and evaluate all relevant information to handle inquiries and complaints in a prioritized manner.
• Direct requests and unresolved issues to the designated resource through the workflow tools.
• Record details of actions taken, using workflow tools (SalesCentral).
• Own all order related issues to the satisfaction of the Partner and the business.
• Keep Partners up to date with the status of their query.
• Finance queries and incident management/resolution with finance.
• Managing and requesting releasing of system holds (Freshdesk) – VAT, Credit Rejection, Wrong Shipping codes, Margin holds, Promotion holds in conjunction with relevant internal stake holders.
• Management of backlog and communicating with the Partner on delivery expectations.
• Managing and requesting creation of missing promotions (SBA and MDM).
• Daily/weekly POS (SalesCentral; Power BI Reporting) (Back Order Management) checks and updates.

Assumes responsibility for establishing & maintaining good business relations with assigned Vendors.
• Develop and maintain Vendor relationships in conjunction with relevant channel manager (s) that produce referral business opportunities.
• Establish productive Vendor relations to ensure quality of service to Partners.

Assumes responsibility for maintaining effective communication, coordination and working relations with Westcon-Comstor Team Members and management.
• Keeps management informed of area activities, changes in competitive conditions, and significant problems.
• Forecasting long range accounts sales and product needs and communicates related information regularly to management.
• Communicate and coordinate with internal departments such as Channel Management, Presales, Marketing and Backoffice to effectively support the Partner.
• Attend all required internal and external meetings.
• Provides assistance to area personnel as needed.

Assumes responsibility for related duties as required or assigned.
• Stays informed of developments and changes in the industry and the market.
• Attend relevant internal and external product training when required.
• Completes certification training as required.
• Completes special projects as assigned.
• Any reasonable and lawful instruction related to work and given by an authorized person.

PERSON SPECIFICATION

Education
• Matric.
• Tertiary education is preferred.

Knowledge
• Knowledge of assigned product and service offerings.
• Understanding of product positioning & competitive conditions.
• Knowledge of sales cycle is required.
• Knowledge of sales & marketing strategies, techniques and principles.
• Knowledge of customer service and support processes.

Experience
• Proven Sales Account Management Experience of 5 years.
• Proven experience in developing strategic partnerships evidenced through the increase in share of wallet for Westcon-Comstor.
• Extensive experience in all aspects of Customer Relationship Management and Customer Service.

Experience
• Proven Sales Account Management Experience of 5 years.
• Proven experience in proactively developing and growing Partners evidenced through increased transactions and revenue for business.
• Extensive experience in all aspects of Customer Relationship Management and Customer Service.

Desired Skills, Abilities & Attributes
• Applying Business Acumen.
• Managing the Competition.
• Working with Technology.
• Execution Excellence.
• Excellent listening and communication skills – verbal and written.
• Excellent attention to detail and accuracy.
• Strong interpersonal and relationship building skills.
• Strong negotiation skills.
• Strong presentation skills.
• Ability to multitask.
• Handles confidential financial and personal information appropriately.
• Ability to tactfully handle stressful and difficult situations.
• Possess strong problem-solving skills.
• Accurately captures Partner information.
• Willing to be flexible.
• Ability to work effectively under pressure.
• Computer literate with good Microsoft Office skills.
Values
• Demonstrates and embraces Westcon-Comstor values of Ambition, Integrity, Partnership and Accountability,