Customer Service Associate jobs in United Arab Emirates

Job Summary You will be responsible for selling iHorizons' range of products and services to new and existing customers in various sectors and for managing the entire sales life cycle. You will also manage all the new accounts that you bring in with support from the Sales Operations Team.

Reporting Structure This job reports to the Sales Manager.

Generate leads, convert them into opportunities, bid, and successfully close the deals. Sell large and complex solutions to large organizations and achieve the assigned sales target. Manage the account forward for cross-selling and upselling.

1. Sales Life Cycle Ownership
2. Generate new leads by focusing on hunting for new opportunities through existing professional networks, cold calling, and leveraging other methods to contact the decision-makers. Be a trusted technology advisor to the target client to generate and qualify the right opportunities. Ensure the customer’s product requirements and expectations are managed and met by understanding the customer\'s business & technology. Work closely with the client in developing solutions, identifying the right technologies, and in positioning iHorizons as the prime contender to win the deal. Own and manage the bidding process in collaboration with the bidding team and be responsible for the accuracy and quality of the end proposal and bid package till the signing of the deal. With a sales cycle, support senior management with the market, account, competitor, and bid intelligence information, independently handle negotiations and deal closure for small and mid-sized deals. Provide the right inputs and support the Sales Manager in negotiating and closing large deals.
3. Revenue Generation
4. Meet or exceed revenue targets by bringing in new customer logos and cross / upselling to existing or allocated accounts. Sell the range of iHorizons services assigned to the role holder. Ensure that revenues generated are at acceptable gross margins.
5. Customer Relation Management / Account Management
6. Act as a single point of contact for the customer always. Carry out continuous market analysis and research on the dynamics of the account. Keep abreast of the developments from the client’s side as well as the market in which the client operates. Provide customized client-specific support during the three stages of client management: Bidding Cycle Management, Project Implementation, Recurring Service / after-sales support. Work closely with the project team to maintain a continuous knowledge of project status for identifying potential issues and / or opportunities within the project. Be involved from the project kickoff meeting until the final project sign-off; attend project meetings extensively and monitor customer satisfaction levels during implementation, take proactive measures to ensure and maintain customer satisfaction. Drive account management and influence organizational engagement resulting in footprint expansion. Generate and maintain a credible forecast for accounts, share this information regularly to management, and suggest new lines of products / services relevant to clients / market.
7. Upselling And Cross-Selling
8. Prepare a full account development plan to identify all customer\'s business aspects in terms of revenue, requirements, opportunities, risk, etc., and maximize the business opportunity. Identify and develop new leads from existing accounts. Increase the services offered to the customer. Promote all iHorizons products / services as they become available. Build trust and strengthen relationships by keeping customers informed on how emerging technologies can help their business. Prepare briefings on the business, technical, and financial benefits of technology and collaborate with customers to develop customized solutions.
9. General Account Administration
10. Support the Sales Operations team to maintain and update the customer file for each client, which includes copies of contracts, proposals, letters, delivery notes, invoices etc. Support contract renewals and facilitate maintenance (reducing churn) of existing customers to ensure renewal of annuity contracts. Follow up on invoices and be responsible for payment collections. Have a full understanding of all current and old contracts signed with the customer and complete knowledge of our services and cost structure.
11. CRM and Reporting
12. Use iHorizons CRM to log and update all activities and generate sales reports. Provide other ad-hoc reports and analysis as required by the Sales Manager.
13. Other Ongoing Tasks
14. Visit major customers regularly, to strengthen relations and establish business opportunities. Entertain customers as necessary to build strong relationships with them. Build relationships with the senior business and financial executives who influence purchasing decisions in customer companies. Maintain relationships with technical decision makers such as the Chief Information Officer, Information Technology Director, and Information Technology Manager on a day-to-day level. Coordinate with the Marketing Communications Coordinator on identifying and executing marketing opportunities. Participate in trade shows and technology events to promote company products and develop leads.

1. Educational Qualification
2. Bachelor’s degree in Business Studies, Computer Sciences, or a related field. Should show evidence of continued education in the field of Sales and Technology.
3. Previous Work Experience
4. Minimum experience of 5 years, out of which the last 1-2 years should be in a similar role. Experience in customized enterprise IT solution sales is mandatory. Experience in sales within the “Digital Transformation” space is highly preferred. Sales experience in the Middle East and specifically in Qatar is highly preferred but not mandatory. Hands-on experience with CRM software is a plus.
5. Skills and Abilities
6. Excellent selling and negotiation skills. Ability to drive sales growth. Strong client focus and relationship-building skills. Excellent verbal and written communication skills. Excellent knowledge of MS Office. Excellent presentation skills. Self-motivated with a competitive, results-driven attitude. Good understanding of marketing and negotiating techniques.