Senior Account Representative

Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant 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.

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

Walk clients through the basics of how to navigate the systems and leverage solutions.

Identify potential accounts by obtaining information, referrals, and recommendations from existing clients and other contacts and/or through participation in trade shows and conferences.

Identify the solutions that best meet the agency's needs. Use personal expertise to present these to the agency with a clear rationale and explanation of how the solution aligns to the agency's objectives.

Schedule follow-up actions and enter relevant information into the CRM system after each contact with an agency to create a call plan and to ensure that the organization has quality data to enable effective retention and business development activities.

Assist with the development of internal communications and work collaboratively with colleagues to build strong external client relationships and meet clients' needs.

Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.

Respond to personal objectives and use performance management systems to improve personal performance; or monitor the performance of the team, allocate work and review completion, take appropriate corrective action to ensure timeliness and quality, and contribute to formal individual performance management and appraisal.

Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Other duties as assigned.