Client Manager

Roles and responsibilities

The Client Manager has account responsibility and their key focus is around analysing the client’s situation and business requirements through awareness, empathy and good questioning. They have the ability to influence clients to use ARC solutions through articulating value in the client’s terms. They take ownership of a range of larger and more strategic clients within the domestic market segments, by passionately advocating the client requirement, whilst keeping sight of the need to increase revenue and improve margins for ARC.

Job Responsibilities

• Responsible for aligning to the sales strategy ensuring ARC strategic objectives are met
• Accountable for creating turn-around solutions to ensure that sales plans are met irrespective of current situation by ensuring that sales procedures and policies as defined by the Sales Sr. Management are implemented and followed
• Responsible to approach the management of his/her account in a systematic way by identifying the strategy they will use to develop and grow the account profitably
• Do a vulnerability analysis of ARC position in comparison to that of competitors and vendors, to ensure the client’s requirement is at the heart of our proposed solution
• Formulate and execute sales, marketing, and go-to-market strategies; Management of product, pricing, costing and profit margins
• Plan, develop and implement tactical promotions and integrated marketing programs for the targeted customer segments
• Account management, cross selling and up selling for the existing and new customers
• Market development, penetration into the existing account and expansion of new accounts and market
• Manage vendor relationship on target and quota
• Manage & Negotiate with vendors on product, pricing, marketing activities, technical support, sales rebate etc.
• Identify and develop partnership with new vendors to support continuous portfolio growth
• Operation management including but not limited to inventory, vendor rebate, marketing funds, technical support, etc.
• Manage product life cycles, pre-sales architecting capability for large orders and operational issues
• Use ARC sales tools and methodology to effectively manage their accounts, opportunities, pipelines, and forecast
• Build enduring relationships and display an understanding of the client industry, business environment and strategy to identify current and future opportunities for ARC
• Drive passionately for client satisfaction throughout the entire lifecycle of the clients’ buying process, by taking ownership of the co-ordination for the commercial agreement for each client. And aim to realize revenue and margin targets and exploit opportunities, whilst displaying notable client service orientation
• Coordinate with Head of Sales, Business Unit Managers, pre and post sales team and Project Managers to support marketing of their products and coordination with suppliers
• Any other additional tasks the line manager may give and is within the scope of work

Job Requirements

Qualifications

• A bachelor's degree in engineering or a related discipline. Engineering with MBA is an added advantage

Experience

• Minimum of 8 years' of relevant industry experience
• Hard core ICT Solutions (Infrastructure, Compute, Networking, UC, IT Security & Digital) sales experience preferred
• Must have worked for reputed ICT System Integrators in the UAE
• Must have track record of closing large ICT solution orders

Desired candidate profile

A Client Manager is responsible for maintaining and enhancing relationships with clients, ensuring their needs are met while maximizing satisfaction and loyalty. This role often serves as the primary point of contact for clients and involves a blend of account management, customer service, and strategic planning. Here’s an overview of the key skills and responsibilities associated with this position:

Key Skills:

1. Relationship Management: Strong ability to build and maintain positive relationships with clients.

2. Communication Skills: Excellent verbal and written communication skills to convey information clearly and effectively.

3. Customer Focus: Deep understanding of client needs and a commitment to providing exceptional service.

4. Problem-Solving: Ability to identify issues and develop effective solutions to meet client expectations.

5. Negotiation Skills: Proficiency in negotiating contracts and agreements to ensure mutually beneficial outcomes.

6. Project Management: Skills in managing multiple client projects, timelines, and deliverables.

7. Analytical Skills: Ability to analyze client data and feedback to inform strategies and improve services.

8. Team Collaboration: Experience in working with cross-functional teams to address client needs and deliver solutions.

9. Industry Knowledge: Understanding of the client’s industry, market trends, and challenges.

10. Time Management: Strong organizational skills to prioritize tasks and manage time effectively.

Responsibilities:

• Client Relationship Management: Acting as the primary point of contact for assigned clients, building trust and rapport.

• Needs Assessment: Understanding client goals and challenges to provide tailored solutions and support.

• Service Delivery: Ensuring that services are delivered on time and meet quality standards.

• Feedback Collection: Gathering client feedback to assess satisfaction and identify areas for improvement.

• Account Growth: Identifying opportunities for upselling or cross-selling additional services to existing clients.

• Contract Management: Managing contract negotiations and renewals, ensuring all terms are adhered to.

• Reporting: Preparing regular reports on client status, project progress, and performance metrics for management.

• Collaboration: Coordinating with internal teams (sales, marketing, and technical) to address client needs and deliver solutions.

• Training and Support: Providing training and support to clients on products or services as needed.