About the position
Main Purpose
Overview
As a Specialist: Senior C2 Account Manager (GCS) you will have the opportunity to drive digital technology transformation in partnership with your customer, to achieve both C2 Direct and customer business outcomes. Leveraging your large, multi-functional team across the breadth of the C2 solutions portfolio, engage at the most senior levels of your customer and bring industry-relevant solutions to help the customer adopt and embrace digital technologies. With a proven history of driving growth in market share, achieving sales targets, customer obsession, and partner collaboration, this role will give the opportunity to leverage your extensive customer network and sales experience to execute against your customer’s account plan.
Responsibilities
Customer Advocate – Develops and oversees the execution of account plan(s) to ensure C2 revenue targets and customer outcomes are met. Engages with internal and external stakeholders on business planning, to promote mutually beneficial customer digital transformation strategies. Orchestrate full customer team across all areas of C2 to ensure we are focused on delivering customer outcomes across the customer lifecycle to build deep trust with C2. Industry Relevant Trusted Seller – Proactively develops a strong understanding of the customer’s business, industry priorities to drive new business opportunities/ drive growth/net new business. Advocates on behalf of the customer internally, ensuring requests and needs of assigned accounts are being addressed. Deliver Sales Excellence – Leads and orchestrates extended virtual teams across our solution areas to consistently achieve growth in revenue & market share. Industry Knowledge – Builds and maintains a strong knowledge of customers’ industry, associated business strategy, and key industry partners and solutions. Gains deeper insights and knowledge through direct engagement in their customers’ business and operations.
Key Performance Areas
Sales
- Assist Account Manager in there vertical segments in all C2 to identify, scope, present and sell complex Cloud and Cybersecurity solutions.
- Run customer-facing presentations on C2 products, services and propositions.
- Engage and develop C-level and senior management customer contacts in various roles – technical, commercial, operational etc.
- Provide thought-leadership to customers through regular engagement and workshops.
- Lead customer discussions with on the technical solution design.
- Assist Account Managers in assessing cost requirements to compile the commercial proposition.
- Define proof of concept or trial/pilot programs with key success criteria in agreement with the Account Manager and Customer.
- Win customer confidence in personal abilities and the professionalism of C2.
Documentation and Reporting
- Document customer requirements in standardized format.
- Evaluate the customer’s technical infrastructure with which solutions will be integrated.
- Define solution training requirements, build and lead customer ‘train the trainer’ programs.
- Communicate solution benefits with a business case and return on investment
- Produce presentations as required for customer engagements.
- Maintain an up to date pipeline of opportunities on [URL Removed] progress towards KPIs.
- Report monthly on the status, blockers and next steps of top projects.
Collaboration
- Coordinate with internal Product Development
- Coordinate with external solution suppliers
- Engage with C2 internal departments to confirm that the proposed solution can be delivered and supported.
- Assess the customer satisfaction of the solution, capturing lessons learned and sharing these with the appropriate teams to drive improvements.
Training
- Learn and maintain in-depth knowledge of C2 products, services, solutions, propositions and capability.
- Develop and maintain competitive knowledge on industries and products to leverage in the sales cycle to the executive suite.
- Collaborate with the marketing team on sales strategy and optimization.
- Upskill the strategic vendors products and solutions i.e. Microsoft , AWS , Google , Cloudflare
Typical Outputs
- Customer lifetime value (CLV): This measures the total revenue that a customer generates for the business over the course of the relationship. It helps to prioritize the most valuable accounts and plan the financial strategy accordingly.
- Customer profitability (CP): This measures the difference between the revenue and the cost of serving a customer. It helps to determine the profitability of each customer and allocate resources accordingly.
- Customer satisfaction (CSAT): This measures how happy the customers are with the products or services they receive from the business. It helps to identify the strengths and weaknesses of the account management team and improve customer loyalty and retention
- Customer retention rate (CRR): This measures the percentage of customers who stay with the business over a given period of time. It helps to evaluate the effectiveness of the account management team in retaining and renewing existing customers and reducing churn
- Customer engagement (CE): This measures the degree of interaction and involvement that customers have with the business. It helps to build trust and rapport with customers and increase their satisfaction and loyalty.
- Customer revenue growth rate (CRGR): This measures the percentage of increase or decrease in the revenue generated by customers over a given period of time. It helps to evaluate the account management team’s ability to upsell and cross-sell to existing customers and increase the revenue per customer
Key Decisions:
- Decides on technical solutions as scoped with customer
- Decides on vendor that best suits the customer solutions
- Decides on appropriate existing partners to be used in development of appropriate solution
Accountable for:
- Accountable for managing a portfolio of opportunities with a specified Total Contract Value.
- Accountable for Primary technical contact within your vertical segment
- Accountable for Engaging all group of companies
Formal Qualifications Required
Relevant 3-year degree Essential
Job Related Experience Required
At least 3 years pre-sales experience in selling cloud solutions
Job Related Knowledge Required
- Customer obsessed, displaying exemplary customer relationship management, negotiation, and focus on customer needs.
- Interested in and inquisitive about innovation and technological trends.
- Ambitious and courageous - focus on helping to win large bids and growing company lead in the market
- Singular focus on designing solutions which can be delivered quickly/effectively to the customer, shortening the bid lifecycle
- Ability to re-use standard solutions/technologies to reduce costs and improve customer experience.
- Be easy for customers to deal with, displaying flexibility and pragmatism.
- Excellence in communicating progress, pro-active in addressing issues, trusting in a virtual team.
- Knowledge of C2 (with a key focus on GCS)
Job Related Skills Required
- Experience in a cloud or cyber security business environment.
- In-depth knowledge of Google Cloud Security
- Base skills in consultative selling and influencing; unlocking the opportunity based on customers’ business requirements.
- Financial Acumen (e.g. ROI model generation, understanding of CAPEX/OPEX trade-offs).
- Team player, strong influence and relationship management.
- A self-starter with a determination to succeed, balanced with appropriate tact and diplomacy.
- Strong communication and presentation skills.
- Decision making skills – ability to balance conflicting interests.
- Google cloud certifications – foundational and associate at minimum incl. Security certifications
Desired Skills:
- Account Management
- Customer Relations
- Digital
- Sales
- Stakeholder Management
- Transformation
