Account Manager

• Build, maintain, and strengthen long-term relationships with customers.
  
• Serve as the primary point of contact for assigned customer accounts.
  
• Understand customer business needs and recommend appropriate Zoho solutions.
  
• Conduct regular customer engagement meetings and business reviews.
  
• Ensure customers receive exceptional service throughout the engagement lifecycle.
  
• Monitor customer satisfaction and proactively resolve concerns.
  
• Develop customer retention strategies to improve long-term partnerships.
  

Account Management

• Manage a portfolio of customer accounts and ensure successful service delivery.
  
• Coordinate implementation activities between customers and the technical team.
  
• Track project progress and communicate updates to customers.
  
• Ensure customer requirements are accurately documented and communicated.
  
• Monitor customer contracts, subscriptions, renewals, and support agreements.
  
• Maintain accurate customer records within Zoho CRM.
  
• Identify opportunities for account growth and increased product adoption.
  

Sales & Business Development

• Generate new business opportunities from existing customer accounts.
  
• Identify cross-selling and upselling opportunities across the Zoho product suite.
  
• Prepare and present software demonstrations and product presentations.
  
• Prepare quotations, proposals, and Statements of Work (SOWs).
  
• Negotiate commercial terms within approved company guidelines.
  
• Achieve assigned monthly, quarterly, and annual sales targets.
  
• Build and maintain a healthy sales pipeline.
  
• Follow up on sales opportunities until closure.
  

Customer Success

• Support customers during onboarding and implementation.
  
• Ensure customers successfully adopt implemented solutions.
  
• Monitor customer usage and identify opportunities for improvement.
  
• Coordinate customer training sessions where necessary.
  
• Work closely with the Project Manager to ensure successful project delivery.
  
• Escalate customer concerns and coordinate timely resolution.
  
• Promote customer advocacy through referrals, testimonials, and case studies.
  

Project Coordination

• Coordinate project kickoff meetings with customers and internal teams.
  
• Ensure customer deliverables are received within agreed timelines.
  
• Monitor implementation milestones and communicate project status.
  
• Assist in managing project scope and customer expectations.
  
• Coordinate change requests and additional customer requirements.
  
• Support successful project handover to the support team.
  

Marketing Support

• Collaborate with the Marketing Officer on customer engagement campaigns.
  
• Participate in webinars, exhibitions, product launches, and networking events.
  
• Support lead generation initiatives.
  
• Share customer success stories and implementation case studies.
  
• Gather customer feedback to improve products and services.
  

Reporting & Administration

• Maintain accurate records of customer interactions in Zoho CRM.
  
• Prepare weekly, monthly, and quarterly account performance reports.
  
• Monitor sales forecasts and revenue pipelines.
  
• Prepare customer renewal reports.
  
• Track customer support issues and follow through to resolution.
  
• Ensure all customer documentation is complete and properly maintained.
  

Team Collaboration

• Work closely with Software Developers, Project Managers, and Finance to ensure successful customer outcomes.
  
• Participate in internal planning meetings.
  
• Share customer insights with technical and management teams.
  
• Contribute to continuous improvement of customer service processes.
  

Continuous Learning & Professional Development

• Obtain and maintain Zoho product certifications.
  
• Stay informed about new Zoho products and features.
  
• Develop strong knowledge of cloud business applications and digital transformation.
  
• Participate in internal training, workshops, and knowledge-sharing sessions.
  

Requirements

• Diploma/Bachelor's Degree in Business Information Technology, Information Systems, Business Administration, Marketing, Sales, Computer Science, Information Technology, or a related field.
  
• Experience working in an ICT, SaaS, or software solutions company.
  
• Experience managing corporate customer accounts.
  
• Strong understanding of CRM systems, preferably Zoho CRM.
  
• Proven experience in software or technology sales.
  
• Excellent proposal writing and presentation skills.
  
• Strong negotiation and customer relationship management skills.
  
• Excellent written and spoken English.
  
• Experience with Zoho products is highly desirable.
  
• Zoho certifications will be an added advantage.