Field Client Manager

Job Summary Manages client accounts within a medium-sized territory to drive retention and commercial growth. Functions as a developed professional providing informal guidance and occasionally leading small sales teams.

Job Responsibilities

Key Account Management - Maintain relationships with customers, such as small- to medium-sized companies, either personally or by supervising an account management team. Work within established systems to develop solutions, generate new opportunities, and ensure all customer demands are met.

Customer Needs Clarification - Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Customer Relationship Management / Account Management - Develop and implement a customer contact plan to communicate product launches and engage the customers in relevant sales campaigns. Act as first point of contact for customer queries and complaints and resolve them, referring complex issues to others and ensuring that the customer receives an appropriate response.

Customer Relationship Development / Prospecting - Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships. Act as first point of contact for customer queries and complaints and resolve them, referring complex issues to others and ensuring that the customer receives an appropriate response.

Sales Opportunities Creation - Identify potential customers by obtaining information, referrals, and recommendations from existing customers and other contacts and/or through participation in trade shows and conferences. Sell Customer Propositions - Identify the products or services that best meet the customer's stated needs, use personal expertise to propose quantities and product configurations, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale.

Operational Compliance - Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.

Experience Level

Recommended General Experience
Experienced practitioner able to work unsupervised (13 months to 3 years)

Recommended Managerial Experience

Basic experience of coordinating the work of others (4 to 6 months)

Applicable Skills

Customer-Focused Approach - Experienced - Works with full competence to orient the organization around delivering to the key needs of customers. Typically works without supervision and may provide technical guidance.

Strengthens Customer Connections - Experienced - Works with full competence to connect with customers to strengthen the relationship, meeting personal needs through positive customer experiences. Typically works without supervision and may provide technical guidance.

Account/Client Management - Experienced - Works with full competence to manage clients and accounts to the mutual benefit of the account client and own organization. Typically works without supervision and may provide technical guidance.

Initiates Compelling Sales Conversations - Experienced - Works with full competence to propose a mutually agreed-upon agenda to start sales conversations that offer value to the client. Typically works without supervision and may provide technical guidance.

Knows the Buying Influences - Experienced - Works with full competence to accurately identify and understand the key buying influences pertaining to an opportunity. Typically works without supervision and may provide technical guidance.

Manages Buyer Indifference - Experienced - Works with full competence to acknowledge a client's indifference before continuing the sales call and asks questions to understand the circumstances surrounding the indifference. Typically works without supervision and may provide technical guidance.

Builds Rapport - Experienced - Works without supervision and provides technical guidance when required to quickly and effectively establish trust within the buying centers in the client’s organization.

Understands Customer Needs - Experienced - Works without supervision and provides technical guidance when required to articulate the customer needs in the customer’s business language and business context.

Understands the Buying Process - Experienced - Works with full competence to effectively align the client’s sales process with the organization’s sales process, incorporating key influencers and sales team members when appropriate. Typically works without supervision and may provide technical guidance.

Manages Resistance - Experienced - Works with full competence to identify, address, and navigate opposition or reluctance effectively, fostering a collaborative environment and facilitating positive outcomes in the face of resistance. Typically works without supervision and may provide technical guidance.

Understands Issues/Motivations - Experienced - Works with full competence to comprehensively grasp and analyze the underlying problems or motivations in a given context, enabling informed decision-making and effective solutions. Typically works without supervision and may provide technical guidance.

In-Depth Questioning - Experienced - Works with full competence to probe and explore complex subjects thoroughly, extracting comprehensive information through insightful questioning to enhance understanding and decision-making processes. Typically works without supervision and may provide technical guidance.

Maintains the Relationship - Experienced - Works with full competence to cultivate and sustain positive interpersonal connections, fostering trust, collaboration, and effective communication to support enduring professional relationships. Typically works without supervision and may provide technical guidance.

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