Account Manager

Description

International SOS is currently seeking an Account Manager to join its Sales & Marketing team based in the Dubai office. This role is responsible for managing and growing a portfolio of client accounts by driving customer retention, renewals, account expansion, and new business opportunities. The Account Manager serves as a trusted advisor to clients, ensuring exceptional service delivery while collaborating with cross-functional teams to deliver tailored medical and security solutions. Success in this position requires strong relationship management, consultative selling, commercial acumen, and a commitment to achieving sales and business growth objectives.

Essential Job Duties and Responsibilities:

1. Client Relationship & Account Management

• Build and maintain strong client relationships across all levels.
• Manage client renewals, retention, and satisfaction.
• Drive account growth through up-selling, cross-selling, and identifying new business opportunities.
• Handle client onboarding, implementation, complaints, and service recovery.
• Conduct regular client visits and provide consultative support.

2. Sales & Business Development

• Achieve revenue, profit, and sales targets through strategic account management.
• Develop and execute sales and account plans.
• Identify, qualify, and support new business opportunities until closure.
• Monitor sales pipeline, forecasts, and performance against targets.

3. Contract, Pricing & Commercial Management

• Support pricing and contract negotiations.
• Ensure proposals comply with company policies and obtain approvals for non-standard offers.
• Coordinate contract administration, renewals, invoicing, and credit management.
• Ensure timely client payments and minimize bad debt.

4. Customer Education & Product Adoption

• Educate clients on products, services, and program features.
• Promote adoption of client tools, membership apps, and service utilization.
• Deliver industry-specific medical and security expertise through consultative selling.

5. Service Quality & Operational Excellence

• Coordinate with operations to ensure high-quality service delivery.
• Oversee smooth implementation, rollout, and ongoing account support.
• Maintain accurate operational procedures and client information.
• Continuously improve service processes and client experience.

6. CRM & Data Management

• Maintain accurate and real-time updates in Salesforce.
• Manage pipeline, client records, contracts, contacts, and activity tracking.
• Ensure data integrity across Salesforce and related systems.

7. Internal Collaboration

• Work closely with Sales & Marketing, Operations, Medical Services, Business Development teams, and regional colleagues.
• Leverage subject matter experts to enhance client solutions.
• Collaborate with joint venture partners (e.g., Control Risks) and cross-regional teams.

8. Planning, Reporting & Performance Management

• Develop quarterly sales action plans and account growth strategies.
• Produce accurate sales, pipeline, and forecast reports.
• Track financial and non-financial KPIs and implement corrective actions when needed.
• Document client interactions and major account developments.

9. Marketing & Brand Representation

• Partner with Marketing to align campaigns with sales objectives.
• Recommend marketing initiatives to generate new business.
• Represent the company at conferences, exhibitions, and networking events.
• Act as a professional ambassador for the company, demonstrating its values at all times.

10. Travel & Regional Support

• Travel frequently to meet clients across the region.
• Support regional teams with client acquisition, renewals, and account expansion.
• Share best practices and collaborate with colleagues across different regions.

Required Work Experience

• Minimum 5 years’ experience in sales with proven “farmer” attributes towards exemplary levels of client care and focus in account management to drive extension business and build relationships across all levels of the client
• Proven track record of profitable sales growth year on year and pipeline management