Senior Account Manager

: ASSA ABLOY Global Solutions is part of the ASSA ABLOY Group, who are the global leader in access solutions . Every day, we reimagine how people move through a safer, more open world with ease . If you've ever walked through an automatic door, stayed in a hotel, or gone through passport control, you've probably used one of our products or services. We have operations in over 70 countries , with over 52,000 colleagues around the world. Our expertise in customer journey mapping, innovation, and service design leads to the invention of new solutions that create value for our clients and exceptional experiences for their end users. And we have the fantastic opportunity available in Traka Americas for a Senior Account Manager.

Part of Global Solutions, Traka Americas is the manufacturer of one of the world's first electronic key management systems. We are the global leader in innovative technology for sophisticated, intelligent key management systems and locker solutions. Traka operates in a wide variety of markets such as Healthcare, Education, Commercial Enterprise, Critical Infrastructure, Government, Hospitality & Gaming, and more.

Traka products and solutions solve real-world problems by securing, managing and auditing the keys and equipment at the heart of a successful operation from small business to fortune 100 companies.

Your Role in Keeping the Future in Safe Hands…

As the Senior Account Manager for the Global solutions division of ASSA ABLOY, you will play a crucial role within the sales team to deliver strong organic growth in assigned end user accounts through world class service, subject matter expertise, and execution of account management strategies which ensures Traka key & equipment management solutions provide a continuous ROI for every customer. You will collaborate with a team of professional and fun people from diverse backgrounds across the Americas and globe to make it happen. You operate with integrity and humility, place the customer at the center of everything you do, and take pride in your work - especially the details. You're able to confidently engage end users and partners on technical and non-technical levels. You love to be part of a fast-growing organization with a fun and collaborative culture.

Reporting to the Vice-President, Sales & Business Development , you are motivated, enthusiastic, and eager to execute account management plans and tasks that proactively engage existing customers leading to strong organic growth and solution adoption. You are fanatical about the customer experience, a confident communicator and rapport builder who loves meeting with and educating customers on technology solutions both face to face and online as required. You are highly organized and accurate when working with CRM and related information systems. You possess a background in a sales or account management role and experience working with software-based technical solutions. This is a customer facing role which always requires the highest level of customer service. The role will perform responsibilities following all company standards, policies, and procedures.

What you will do…

• Work closely with the Traka leadership team to evolve the account management strategy and systems to maximize customer success while increasing revenues and profitability for the Americas division.
• Lead and develop a small team of highly effective and passionate Account Management professionals.
• Work with the central Customer Experience function to evolve the NPS (Net Promoter Score) strategy and maintain a robust process for NPS with recorded follow up activity within the Americas region.
• Function as a primary point of contact for assigned accounts working with the sales and business development teams to evolve and execute account management plans which fosters strong organic growth in-line with targets.
• Facilitate customer ‘health-check' meetings and bring in resources to review opportunities, projects, support cases, and present high level product updates; and capture voice-of-customer ensuring meeting notes and actions are well-documented.
• Work with sales, marketing, and technical leadership to innovate account management strategies, marketing campaigns and communications that drive adoption of the latest software releases, new features, and best practices.
• Actively monitor customer contracts including software license renewals and follow up with accounts pending renewal and where expired to ensure customer retention and minimize churn.
• Actively monitor age of hardware systems and penetration rate within assigned accounts to identify opportunities for replacements and upgrades with the focus on customer retention and optimized system implementation.
• Actively upsell Traka KeyCare (maintenance) extended warranty contracts that ensure solution uptime and optimization for the customer.
• Deliver key & equipment management solution proposals for existing assigned accounts.
• Function as a backup contact for service/spares/accessory quotes in the event the service team is unavailable at a given time.
• Ensure all CRM data for assigned accounts is accurate and kept up to date to help with data-driven decision making across the business.
• Assist with generating and maintaining quote and proposal templates used by the sales team in Salesforce CRM system.
• Provide support for industry trade show events including booth representation and setup/teardown as required.
• Assist with product demonstrations / presentations - in person and remote over Teams as required.
• Conduct end user level product and solution training sessions to ensure system implementations are optimized and align with best practices.
Maintain professional and product knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional sor.cieties. Perform other duties as assigned by the Manager from time to time.
• Some travel is required up to 25% within continental USA and Canada (typically weekdays only) with potential opportunities to travel to UK and other parts of the world for conferences and educational seminars.

What we expect of you…

• Minimum of 2 years' experience working in sales, account management or sales support role that offers technology hardware and/or software solutions and professional services.
• A passion for delivering an outstanding customer experience through a combination of frequent engagement, subject-matter-expertise, and operational excellence.
• Exceptional organizational skills, diligence, and ability to effectively manage and prioritize customer projects and tasks.
• Excellent proficiency in the Microsoft Office environment and specifically Microsoft Excel, PowerPoint - and SharePoint is a big plus.
• The ability to thrive on working with cross-functional teams (both internal and external) and people of unique talents and backgrounds from all around the world.
• Initiative-taking and ability to make own decisions that consider company goals and strategy.
• Excellent oral and written communication skills.

Desirable skills…

• Technical background is an advantage e.g., field technician, customer support technician or technical project manager that is looking to move into a commercial/sales focused role with the emphasis on customer retention.
• Bachelor's degree in Business, Economics or Engineering field.
• Security industry experience and certifications.

Physical Requirements…

• Normal, corrective vision range; ability to see color and to distinguish letters, numbers and symbols.
• Frequently required to sit, stand, walk, talk, hear, bend and reach.
• Ability to work with graphic display units, touchscreens, etc.
• Ability to lift, roll and carry demo equipment up to 50 lbs during travels - plane, vehicle, etc.
• Ability to travel and sit on a plane or car for extended hours.

What you can expect from us…

• Generous and competitive total rewards package.

• Comprehensive and career-development resources to expand your skills and maximise your potential.

• Supportive and accessible leadership team and a solid values platform that underpins who we are and how we operate.

Application You can submit your application by clicking ‘Apply Now'. We will not consider application received via e-mail or through other channels. We will review applications continuously, so please apply as soon as possible. We are the ASSA ABLOY Group Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces - physical and virtual - safer, more secure, and easier to access. As an employer, we value results - not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions - supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it's important to us to have diverse, inclusive teams, and we value different perspectives and experiences.