Services Account Manager

Services Account Manager

Over 50,000 customers globally trust our end-to-end, cloud-driven networking solutions. They rely on our top-rated services and support to accelerate their digital transformation efforts and deliver unprecedented progress. With double-digit growth year over year, no provider is better positioned to deliver scalable outcomes than Extreme.

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Services Account Manager

This is a key and significant business role for Extreme Networks which requires collaboration with internal/external teams; the main point of focus needs to be the end-user customer, but transacting business will usually go through the channel as we are a channel driven company. The successful candidate will work with external management teams to provide competitively advantageous service solutions into a range of verticals from the Extreme Networks portfolio. They will develop the role to become a 'Trusted Provider' for customers and channel partners and identify and drive Service Solutions Pipeline and add Services Solutions dollars to existing and new customers. Critical to this role is the ability and flexibility to respond to customer issues and queries in a timely manner to identify and provide solutions within a profitable business unit and working very closely with the Sales Teams for the benefit of the customers in close collaboration with the channel partners, but making sure we do provide best in class support for the end-user customer.

Responsibilities:

Actively manage a sales prospecting methodology by logging activity that includes managing a targeted quarterly prospect list, daily/weekly sales calls, in-person and social networking, competitive market and industry analysis, and coordination of presentations, proposals, and client meetings.

Business Development for Services Solutions

Program Manage customers from Lead Generation through sales to onboarding of the service.

Focus on providing end-to-end management and support through pre-sales to post-sales for Key services solutions accounts

Provide end-to-end post-sales support to senior management within channel partners and end user organizations

Work closely with Account Executives to acquire, retain, and drive business within new and existing accounts

Increase account penetration by supporting and promoting enhanced services

Prepare/present and run internal and external service reviews, also driving proactive recommendations with regards to service and operational improvements

Customer advocacy for technical escalations and resolution process

Develop a deep understanding of Extreme Services Offerings which includes new- and renewal maintenance, subscription, Premier, Managed Services and Extreme Capital offerings and be able to identify service opportunities within current and prospective clients

Provide customer demonstrations and pre-sales presentations

Training and educating Account Executives on the Services Solutions portfolio

Collaborate with corporate management with third party vendors

Ensure the Service Portfolio is positioned with new opportunities

Follow up and close service contracts on new opportunities

Comprehensive understanding of services revenue recognition and general financial accounting practices

Monthly/quarterly/annual account forecasting and reviews

Weekly financial reporting on given accounts – risks and opportunities

Ensure contracts are invoiced on time with the ensuing financial implications

Personal Skills:

• Passion for the business
• Able to work autonomously
• Proven influencer and negotiator
• Customer and partner driven
• Tenacious
• Results-oriented
• Ability to multi-task
• Self-motivated
• Commitment
• Creative and good problem solver

Background and Experience:

• The Service Account Executive must have a good grasp of complex technical issues although it is not required to have an engineering qualification. They will be required to translate Extreme's technical offerings into business-friendly pitches. Additionally, they must be able to work with a high degree of independent action whilst complying with standard practices, thus ensuring consistency of approach. They will be able to strategise and strive for win-win situations.
• The successful candidate must be self-motivated, willing to learn and be highly collaborative and open to new ways of working and be creative in looking for efficiencies and services improvement.
• Due to the bespoke nature of the solutions being delivered, the individual should have the ability to assist in identifying process improvements and drive these through the core services design teams.

Specific Knowledge / Skills:

• Proven track record in a competitive sales environment.
• BS/BA Degree or equivalent qualification
• Significant demonstrable services sales experience
• Experience in managing complex service solutions within a multi-vendor environment
• A track record of working at all levels of senior management
• Proven ability to increase service revenue
• Ability to negotiate complex service contracts
• Excellent communications and presentation skills
• Effective time management and task prioritization when under pressure
• Commercial awareness with in-depth understanding of service finance
• ITIL Certification would be useful
• Ability to build and develop excellent relationships
• Industry domain expertise and experience in at least one of the following areas: Enterprise, Education/Academia, Airports, Hospitals, Manufacturing
• Strong verbal and written skills; business fluent in English
• IT literate including Microsoft Office suite
• Great attitude, passion and drive to be successful.
• High-energy and competitive nature that seeks results and personal accountability for sales.
• Experience selling staffing solutions, professional services, IT solutions and/or projects is a plus.
• Travel will be an essential component of the role