Account Manager

About the role

International SOS is the world’s leading medical and security services company with over 12,000 employees working in 1,000 locations in 81countries. Established 35 years ago, we have become the market leader for an extensive client base of companies, NGOs, and governments around the world.

The role of the Account Manager is to administer the renewal of small to medium sized existing client accounts. They will ensure that renewals are completed on time and ensure sales KPIs are met in line with renewal targets and KPI goals.

Key responsibilities

Renewal monitoring and execution

Manage onboarding and operational implementation of new clients for designated clients and as per defined process

Effectively managing a predefined list of existing accounts to ensure 100% renewal is achieved

Monitor and respond to inbound enquiries from clients as assigned within a 2 day SLA

Prepare renewal quotes through CPQ for the customer

Deliver renewal quote to client once approved by management in CPQ

Prepare the renewal documentation when exceptions are received

Make outbound calls to clients to follow up on Subdecs when not received or to clarify information received on Sub Dec

Negotiate pricing for clients objecting price with assistance from Manager

Make administrative updates to Salesforce as and when required to ensure data integrity and compliance

Ensure accurate billing of renewed program and in a timely manner

Review and understand contract terms and conditions, work with finance and legal Commercial Services teams to ensure contracts are compliant and assist managing contractual documentation

Interact directly with customers regarding renewals based on a live call schedule

Monitoring of account health and utilization

Work on the building of a reporting base to analyse the utilisation and onboarding data

Monitor client engagement, onboarding and utilisation to assess account health

Prepare client communication to increase productivity on client response

Make outbound calls to clients to seek any questions they had about a client engagement report

Interact directly with customers regarding account health based on a live call schedule to mitigate risks

Proactive engage with clients based on process monitoring to ensure the good implementation and engagement from clients

Interact and be the face of International SOS to any client enquiries or complaint

Interact with internal teams on supporting internal processes: operational updates, cash collection, etc.

Identify upsell opportunities to clients and refer to field sales reps or appropriate channel based on request.

About you

Required Skills and Knowledge

General understanding of sales renewal process, or similar activity

General understanding of managing and following process

Excellent analytical skills to drive utilisation and identify risks and apply the required measures

Proficient in most Microsoft Tools.

Affinity to work in international and multi-cultural environment with good English, Spanish and French written & verbal communication skills, and interpersonal skills

Required Competencies

Sense of ownership, urgency, and self-motivation.

Able to work with a team

Able to take ownership of a process

Prioritization skills

Good business understanding of the sales cycle

Organized, methodical, yet flexible and adaptable

Strong attention to detail

Communication and interpersonal skills to be able to liaise internally or externally

Customer focus

Required Work Experience

Business / admin / customer service experience would be appreciated

Preferred Work Experience

Experience in a service industry.

Experience working with CRM tools and administrative data bases such as salesforce or service cloud.

Required Qualifications

Bachelor’s Degree is preferred

Required Languages

Ability to communicate (orally and verbally) in English, French and Spanish

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