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Client Manager (Nationwide) job in Birmingham

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Job Ref:  1619102
Employer:  Tyco
Country:  United Kingdom
City:  Birmingham
14/10/2016 22:06

Job title: Client Manager

Reporting to: National Account Directors

Job summary: To develop existing accounts and drive to bring new national customers to ADT. Grow and protect existing customer service revenue. Sell ADT’s full product portfolio and use technology innovation to enhance relationships and grow revenue. To achieve the sales targets and profit margin objectives set by the company. Deliver outstanding customer service to nominated accounts through structured account review processes.


 Be able to demonstrate ability to maintain and develop relationships through a structured and managed customer delivery.
 Be able to demonstrate an innovative approach to technology.
 Use statistics to demonstrate customer service.
 Be able to delegate issues and still maintain a level of customer care.
 Demonstrate understanding of consultative sales approach.
 Demonstrate an understanding of customer pains and ability to adapt approach to suit.
 Be able to create sales value propositions and clear ROI.
 Push full product portfolio to all nominated customers.
 Annual AMR/OV targets to be achieved as a minimum.
 Annual GM targets to be achieved as a minimum.
 To obtain ‘preferred supplier’ status with nominated and targeted accounts.

Typical decisions
 Know when and how to delegate.
 Margin levels align to opportunity.
 Strategies for customer “buy in” such as rebate schemes for increased business.
 Define product offering in line with customer expectations/market demands and ADT Policy.
 Negotiate framework agreements of standard contract terms for targeted accounts.

 Understand each customers own KPI’s and how ADT can facilitate these.
 Regular client entertaining to continue relationship building.
 Key contacts include: internal – Sales Director – National Accounts, Account Directors, Bid Manager, other Client Managers, Programme Managers, Installation Departments; external – targeted accounts within the sector and networking to build relationships with potential new customers.

 Responsible for developing and sustaining the relationship of nominated and targeted accounts within the sector on a national basis.
 Achieve targeted sales performance in the areas set by the Account Directors.
 Drive ADT’s full product portfolio to all nominated accounts.
 Be proactive in learning technology innovation that could enhance relationships and develop further revenue.
 Maintain accurate customer records through the use of ALPS, correct diary management and monthly reports.
 Actively promote the ADT brand, products and service to new customers.
 Maintain effective relationships with each company department to ensure the best level of communication, service and response for the customer at all times.
 To work closely with the design team to deliver detailed bids/quotations that meet the requirements of the customer.
 To work closely with the Account Representative team to ensure the co-ordination of projects, customer delivery and customer satisfaction are achieved.
 Maintain relationship with the customer post-installation to ensure customer satisfaction and obtain referrals. Taking ownership of the customer and their issues.
 Present ADT as a credible and professional supplier of fire and security products.
 Maintain knowledge of products and services and industry developments.

Person Specification

Personal Attributes

 Show clear drive and determination to succeed.
 Must be able to demonstrate customer service.
 Focus and push both self and others to achieve targets, budgets and results.
 Be firm and persistent when expressing views and provide thoughts and ideas to overcome problems.
 Communicate effectively and efficiently at a level that is understood by all and encourage others to do so.
 Confident when dealing with negative situations.
 Convince others to have ideas and create new options.
 Develop competences and expertise in both self and others in order to gain standards and deliver results within agreed timescales.
 Should enjoy challenging situations where results can be achieved through persuasion within a specialist area of expertise.
 Comfortable and able to act with autonomy.
 Takes full accountability for performance and development.
 Ability to build strong relationships and influence others.
 Cultural fit with ADT values.
 Smart appearance.
 Full driving licence.


 Customer focus
 Integrity and trust
 Perseverance
 Drive for results
 Motivating others
 Negotiating
 Action oriented
 Approachability
 Presentation skills
 Time management


 Proven account management experience.
 Demonstrate a successful track record of managing and enhancing customer relationships and revenue.
 Networking with relevant groups and peers.

 PC literacy, including knowledge of Microsoft Office products.
 Awareness of key end users their challenges and strategies.

 Educated to A level standard (or equivalent).


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