An Enterprise Account Manager is the primary point of contact for an account in its entirety, and is ultimately responsible for the overall customer experience.
The Enterprise Account Manager (EAM) will work directly with IBM’s industry and enterprise sellers throughout the sales process.
A successful Enterprise Account Manager maintains account relationships and engages in a consultative sales process by understanding customer needs, and matching those needs with the appropriate solutions to grow account revenue.
Responsibilities Include :
Establish and grow relationships with key decision makers, and influencers within customer base
Maintain consistent communications with existing customers regularly in order to ensure customer satisfaction, and primarily in a manner preferred by the customer
It is required to meet with contacts in person in addition to correspondence via telephone, email, internal tickets, and / or online chat
Deliver the IBM corporate overview and presentations
Successfully position the benefits of IBM’s unique platform
Engage customer base in dialogues related to infrastructure growth, including their planned and potential needs
Coordinate efforts between various IBM teams in a collaborative manner to help achieve an optimal customer experience
Collaborate with the sales team and solution engineers to design custom-tailored solutions
Help increase awareness of new and existing products and services
Illustrate how the application of additional IBM products / services can be strategically utilized and implemented to meet their current and future requirements
Participate in the development of new service ideas and sales strategies as needed
Prepare sales quotes, negotiate offers, and process sales orders
Assist sales support teams with ensuring successful deployment and utilization of infrastructure
Ensure resolution on any / all outstanding issues and opportunities see to the end
Identify structural risks in existing customer infrastructure, mitigating potential issues with product and services based solutions
Provide immediate follow-up with customer after any difficult issues arise, ensuring customer satisfaction with outcome
Coordinate internal resources as needed for more in depth explanation or assistance from varying departments.
Prevent negative customer cancellation with proactive engagement in support and billing related issues