Support Account Manager Infor Global Solutions, Inc.

Support Account Manager (SAM)

The Support Account Managers' role is a sales function requiring experience in managing and selling to customers. The primary responsibility of the Support Account Manager is to develop a positive and productive long-term relationship with the existing client base, which results in customer retention and maintenance revenue. The SAM may have accounts assigned to them directly and /or be required to assist with accounts or channel partners assigned to other SAM's.

Job Duties and Responsibilities

• Protect and grow the maintenance revenue stream from assigned customers and/or channel partners
• Drive maintenance renewal activities according to defined processes, procedures and systems
• Apply annual uplifts as directed and deliver the Infor 'Value for Maintenance' message
• Ensure timely and accurate maintenance renewals are in place for all open agreements
• Proactively manage or assist with assigned accounts, which may include visits to customer sites in agreement with the Regional SAM Manager
• Assist in the tracking and reporting of customer renewal and retention data
• Resolve account problems and customer concerns or proposals
• Serve as liaison between customers and appropriate company departments to resolve escalated questions and issues and to maximize maintenance revenue
• Follow up assigned customer win-backs
• Develop cross-sell leads within assigned accounts

Job Requirements

• Sales or telephone sales experience and/or customer service/support experience
• Sales and negotiation skills
• Strong objection handling skills
• Oral and written communication skills
• Fluent in English (not necessarily 1^st language) and Swedish - any other European languages are a bonus.
• Basic knowledge of the software industry and typical product deployment
• Advanced Microsoft skills including Word, Excel, PowerPoint, Access
• Experience of working with and understanding contracts
• Interpersonal skills
• Organizational and follow up skills, problem solving and analytical skills
• Good decision making ability
• Strong customer service orientation
• Real team player