Product Support Account Manager

  • Location

    England, England

  • Sector:


  • Job type:


  • Salary:

    £35000.00 - £45000.00 per annum

  • Contact:

    Vanessa Theobald

  • Contact email:


  • Job ref:


  • Published:

    about 1 year ago

  • Expiry date:


  • Client:


Job Summary
Maximise the revenue and profitability of Product Support (Parts & Service) sales from new and existing Customers.

Major Job Functions

Manage an agreed portfolio of Customer accounts and develop and grow revenue opportunities to meet and exceed annual parts and service sales targets whilst achieving required profitability. Ensure DBS opportunity data is updated for all designated accounts. Understand key account objectives, strategic plans and opportunity alignment and management.
Convert leads generated by the Inside Sales team. Collaborate across the Division and to maximise all available opportunities across Product Support and New Sales where applicable. Attend monthly sales meetings and collaborate with other PSAM's to maximise Product Support growth across the Power Systems Division.
Exploit the clients market analysis tool to identify new account, lapsed account and product campaign opportunities.
Act as point of contact for Customers, stakeholders and influencers, promoting the clients support services relevant to their needs and assisting personally where possible. Build and maintain positive relationships with stakeholders, and Customers. Maintain regular contact and build trust with key Customer decision makers and influencers.
Maintain an awareness of Competitors, feeding intelligence on their activities back to the business. Be aware of developing and possible future Customer and Market requirements to support new product and campaigns developments.

Leader Competencies
Customer Focus: Being successful means continuously paying attention to customer needs and adapting as these evolve. This heightens the importance of building strong customer relationships and delivering customer centric solutions
Cultivates Innovation: Paying attention to what customers want and need - new and improved products, services, solutions, and experiences. Taking initiative and collaborating with people who have diverse points of view.
Drives Results: Infusing the team and organisations with a sense of urgency. Creating a culture where organisational performance is always top of mind. Communicating a vision, setting priorities, developing and executing plans that achieve the desired outcome
Courage: Being comfortable with the conflict that is inherent to being a champion of an idea or course of action. Meeting tough situations head-on to constructively resolve them. Saying what needs to be said at the right time, to the right person, in the right manner to effect change
Commercial Mindset: Understanding the business and paying attention to business problems (complex and less complex) from all angles. Applying knowledge of the business and marketplace to negotiate and structure interaction. Not only understanding key financial and commercial fundamentals, but more importantly how to incorporate a commercial thinking mindset into every major decision made
Decision Quality: Good decisions are based upon a mixture of analysis, wisdom, experience and judgement. Making quality decisions while working in an environment where ambiguity and uncertainty are the norm
Situational Adaptability: Paying attention to circumstance and adjusting according. Being able to recognise the need to be flexible and act different because no two situations are exactly alike. The outcome will be ease of transaction and effectiveness of interaction
Develops Talent: Developing the team to meet both their career goals.
Creating pools of people ready and willing to take on new challenges and step up when needed.

Specific Skills

Strong negotiation skills Strong customer service skills, with the ability to build positive relationships with customers
Works well as part of a team PC literate including Word, Excel, PowerPoint, E-mail
Excellent communication skills, both orally and in writing


Comfortable with technical and operational data analysis
Able to use and update current business systems such as Cognos, FST, DBS, SIS, Compass and segment specific systems as appropriate


Establish CSAs with all regular or high potential Customers. Ensure growth in the number of CSAs in line with targets set. Use client tracker to record, manage and report on opportunities and sales as required by management. Ensure the client tracker database kept accurate and regularly maintained and updated. Effectively maintain call cycles, planning repeat calls where possible on weekly/monthly/quarterly basis. Preparation and timely submission of monthly activity and business forecasting report, ensuring reports are to a professional standard and in the required format. Provide guidance and mentoring for ISRs and PSRs where required to assist with their development. Ensure customer retention and growth, and customer satisfaction as measured by the Transactional Survey. Achieve growth in service and parts sales revenue and margin to allocated and new customer accounts as reported through Cognos. Develop action plans in line with core strategic objectives. Ensure the recovery of lost/lapsed accounts. Maintenance of a professional image acting as an Ambassador of the client (dress code, manner, responsiveness etc).

Education and Experience
Identify the minimum levels of education and experience required to competently perform the job. These requirements are related to the position and may not necessarily reflect what the employee may have
2-3 years' sales experience in an appropriate product support sector with demonstrable success
Large engine experience.