Customer Account Manager

Sage Customer Account Manager (CAM)

Pinnacle is recruiting a Customer Account Manager (CAM) for Sage 200 and Sage Intacct.

You will serve as the primary point of contact for customers, addressing their enquiries, concerns, and providing guidance with assistance as required on how to maximise the value of our solutions within their organisation.

Key responsibilities

Customer Relationship Management

• Develop and nurture strong customer relationships to gain a deep understanding of their business objectives and challenges, ensuring our software and services effectively support their processes and goals.

• Act as the main point of contact for customer enquiries and issues while collaborating with the customer success leader for escalations.

• Conduct regular check-ins / reviews with customers to assess satisfaction levels and identify opportunities for improvement including Expansion, Upgrade, Migration – virtually and face-to-face.

• Own a sales target against your account portfolio and ensure that your engagement with the Customer aligns with Pinnacle Base expansion strategy.

• Manage the Sales Process via the internal SSA/ISO/CRM system

• Maintain and manage your account portfolio CRM Data - Update and maintain accurate customer information and sales activities in the CRM system.

• Monitor the sales pipeline, track progress, and identify potential bottlenecks or areas for improvement.

• Understand and remain current a working knowledge of our portfolio of solutions as deployed/sold to our Customer Accounts.

Understanding Customer Needs

• Gain a deep understanding of Customers' business objectives and how our solutions can help them achieve their goals.

• Monitor Key Stakeholders in your customer portfolio highlighting changes to senior management

• Collaborate with Customers to identify their specific needs, challenges, and opportunities for using the solutions effectively.

Solution Guidance

• Introduce & co-ordinate Pinnacle's Professional Services and / or Presales into Customer sites to ensure the Customer has a thorough understanding of the software's features and functionalities.

Issue Resolution

• Address and resolve any issues or concerns raised by Customers in a timely and efficient manner via facilitating communications with both internal teams and external suppliers.

• Work closely with internal teams, such as Customer Success Leader, professional services, support, MITS, and product development, to ensure timely resolution of Customer issues.

Renewals and Upselling

• Collaborate with the Customer and internal teams to identify opportunities for upselling additional services or features such as Hosting (MITS), Development, Modules, Users, ISV’s

• Engage in the renewal process for Customer contracts, ensuring timely renewals and contract negotiations as needed.

• Migration – Introduce where applicable the relevant migration specialist when you feel you the Customer is ready to move to a SaaS solution

• Upgrades - Maintain an “Always Current” mindset whilst collaborating with internal teams to deliver an “Always Current” strategy

Feedback Collection

• Gather feedback from Customers regarding their experience with our solution and relay this feedback to relevant internal teams for product improvement.

• Monitor and as applicable maintain the companies “Red Flag” and Complaints system

• Seek Case study approval and Pinnacle / Solution references as appropriate.

Product Expertise:

• Maintain an understanding of our portfolio of solutions.

• Provide / Coordinate product demonstrations and training sessions to customers as needed.

• Stay informed about industry trends and best practices to offer relevant insights and recommendations to customers.

Partner Relationships

• Maintain good relations with our business partners and suppliers.

KPIs and Objectives

• Meet personal and team Key Performance Indicators (KPIs) and objectives related to sales targets, customer retention, and customer satisfaction.

Pinnacle is part of K3 Advisory Group, a PE backed group of complementary Advisory and Professional Services organisations focused on delivering bespoke solutions to SME and Mid-market corporate customers. We offer good benefits and opportunities for long-term career progression within a modern, forward-thinking business environment.