Key Responsibilities
N/A
Secures Hansen revenue
Responsibility for all invoicing for allocated accounts
Initiates invoicing with Hansen accounts department, approves and sends invoices to clients
Manage any accounts receivable escalations
Maximises revenue and margin outcomes
Manages the account contract
Initiates and maintains customer, contact and contract records in the CRM
Manages any contract amendments, extensions and renewals following internal Hansen approval processes
Ensures Hansen and the client meet all contract obligations including SLA and other reporting
Monitor commercial and delivery engagements to ensure we are operating within our contractual boundaries
Completes necessary internal reporting including contact reports, weekly client summary for executive report and pipeline reporting
Manages and builds customer relationships
Maintains existing and identifies new key customer contacts covering vendor management, IT and the business
Establishes appropriate communication plan for key contacts
Understands our clients industry keeping abreast of relevant trends and how these apply to the clients business
Keep client informed of Hansen corporate updates, product roadmaps and new service offerings
Understand and manage customer satisfaction and seek to maintain or improve this as required
Oversees service delivery
Creates, publishes and maintains a Service catalogue for each client
Actively engages with the clients assigned Delivery Manager (and Operations and Care Managers where applicable) to provide guidance to teams on client expectations, commercial impacts of delivery and other relevant Hansen and/or Client initiatives
Attend regular client operational review meetings and present status of contract, issues, delivery, new opportunities
Acts as a point of escalation for delivery issues
Sales Management:
Develop and implement account plans for retaining and building Hansen business within the key accounts identifying opportunities for increasing service offering
Works independently to meet agreed targets; develops sales plans for allocated accounts in line with agreed strategy
Works with clients and Hansen pre-sales team to understand clients business requirements
Prepares sales proposals and tender responses (including costings) ensuring internal approval processes are followed
Manages the SOW process including internal and client approval, purchase orders and project initiation
Maintains all sales opportunities, contract extensions, and SOW’s in in the CRM
Duties & responsibilities of your role may change from time to time to meet the needs & requirements of the business.
Maintains high client satisfaction
Ensures client and Hansen contract obligations are met including SLAs
Completes strategic customer account plans and achieves associated objectives for the account
Achieves assigned sales targets for discretionary services in designated accounts
Identify and manage opportunities for new products and services
Skills Required
- Account management and client relationship management
- Invoicing and accounts receivable management
- Contract management including amendments, extensions, renewals, and SLA compliance
- Proficiency using CRM to maintain customer, contact, contract, and opportunity records
- Sales planning, developing account plans, and achieving assigned sales targets
- Preparing sales proposals, tender responses and managing SOW and purchase order processes
- Service delivery oversight, attending operational review meetings, and acting as escalation point
- Reporting including contact reports, weekly client summaries, and pipeline reporting
What We Do
Hansen Technologies (ASX:HSN) is a global software and services provider to the energy, water/utilities and telecommunications industries. The company currently serves more than 600 customers in over 80 countries, supported by a collaborative and diverse team that embraces the hybrid way of working. For connection and collaboration, we have more than 36 offices and development centres located around the world. Within the communications industry, 5G represents the next new frontier for our customers – that unchartered territory to create opportunities and capitalise on new business models and resulting revenue streams. In the energy sector, we are in the midst of a transition. The move to renewables and self-generated energy changes the traditional commercial model. Today, our customers are no longer in the era of supplying basic commodity services - they are in era of providing new energy services and related experiences. We help our customers traverse these challenges and opportunities and realise the next new monetisable experiences. And that is why our mission is to provide industry-specific software products and expertise that enables our customers to easily capitalise on the commercial opportunities of the evolving energy, utilities and communications markets. We make this possible by providing highly reliable, mission-critical software and specific industry expertise to help our customers more easily innovate and sell new services and market offerings, comply with changing market regulation, and power new business models in areas such as emerging sustainable energy supply, IoT, and new next-generation connected services. We aim to achieve this through long term collaboration with our customers and partners and through a global workforce of skilled professionals that embrace challenges and are committed to positive outcomes for our company, employees, customers, and the planet
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