HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!

The B2B Account Manager is tasked with overseeing and enhancing relationships with our key business clients. This position emphasises understanding the needs of existing key clients, offering strategic solutions and ensuring exceptional customer satisfaction.

The role involves fostering client loyalty and strengthening long-lasting relationships to increase revenue. Additionally, it is essential to empower clients to independently navigate and effectively use our website. By ensuring clients are proficient in using our online platform, you enable them to explore products, make purchases autonomously and manage their accounts efficiently.

You will assist key clients with large and complex orders by collaborating with internal teams to drive sales and increase revenue.

Position Description

Focus

• Develop and implement sales tactics to retain and increase revenue from key customers and strategic accounts that are critical to T&C’s growth.
• Develop a deep understanding of each customer’s business goals and challenges to provide solutions that improve revenue.

Responsibilities

• Nurture and develop customer relationships to ensure satisfaction and retention by building rapport and connecting with customers via phone and email.
• Implement customer retention tactics, proactively addressing concerns and ensuring overall customer satisfaction.
• Execute key customer success plans, ensuring clients achieve value and success with our products and services.
• Proactively understand customers’ purchasing behaviour and patterns to drive future revenue growth.
• Ensure all clients are encouraged and empowered to navigate and transact on the website autonomously by leading the creation of FPGs and packages to ease their purchasing decisions.
• Collaborate with internal teams to resolve customer concerns promptly and ensure a great B2B experience.
• Proactively seek customer feedback to continuously improve products, services and the overall customer experience.
• Understand sales metrics, including revenue growth, conversion rate, retention rate, AOV and other key data points, and use these insights to make account management decisions that improve revenue.
• Ensure accurate and up-to-date documentation of customer interactions and account details in the CRM system.
• Maintain accurate sales data using Salesforce, ensuring timely updates and accurate revenue forecasting.
• Regularly assess and report on customer health, identifying areas for improvement and implementing corrective actions.
• Demonstrate strong negotiation skills and business acumen when pursuing upsell and cross-sell opportunities for strategic sales.
• Manage conflict resolution, client expectations and client relationships across the full sales cycle.
• Support KAMs in account farming by identifying clients in decline and initiating discovery outreach to surface high-potential leads for the senior team; execute lead generation for mid-value leads.
• Assist KAMs and BDMs in the execution of orders for gold and silver clients, providing direct, expert-level communication, developing quotes, resolving enquiries and maintaining service continuity.
• Assist in implementing and supporting new sales strategies, workflows and initiatives to enhance team performance and efficiency.
• Assist in the design and testing of new sales processes or tools before full-scale implementation. Ensure all initiatives are practical, efficient and aligned with sales goals.

Product and Market Knowledge

• Stay informed about industry trends, competitors and market changes to provide clients with a great experience.

Partnerships and Collaboration

• Collaborate with onshore and offshore teams to develop winning quotes, generate invoices, check OOS and complete general sales administration for key clients.
• Establish credibility and trust with internal and external stakeholders to deliver solutions that meet client goals and improve revenue.
• Uphold the company’s reputation for exceptional customer service and build lasting relationships that contribute to overall business success.

Personal Requirements

• Bachelor’s degree in Business Administration, Sales or a relevant field.
• Proven experience in sales as a Key Account Manager, Sales Account Manager, Account Manager or relevant role, preferably within the commercial furniture industry.
• Demonstrable ability to communicate, present and influence key stakeholders and decision-makers at all levels of an organisation, including executive and C-level stakeholders.
• Experience with CRM software (e.g. Salesforce) and MS Office, particularly MS Excel, and/or G-Suite.
• Familiarity with sales performance metrics.
• Strong negotiation skills and a problem-solving attitude.
• Ability to address customer needs and challenges with effective solutions.
• Excellent listening, negotiation and presentation abilities.
• Strong verbal and written communication skills.
• A commitment to outstanding customer service and Temple & Webster’s brand values.

As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.