Business Development Executive - MITS

Pinnacle is recruiting for a Business Development Executive to join our growing Managed IT Services (MITS) team.

As a Pinnacle MITS Business Development Executive, you will be responsible for managing New Customer Acquisition (NCA) as well as acting as a Customer Account Manager (CAM).

Your primary objective will be to drive NCA, ensure customer retention, customer satisfaction, foster long-term relationships, and drive revenue growth through upselling and cross-selling opportunities. You will serve as the primary point of contact for customers, understanding their business needs, providing product guidance, and offering exceptional customer support and services.

Additionally, you will be responsible for updating and managing customer information and the sales pipeline on the CRM system.

Meeting personal KPIs and any other objectives is essential to success in this role.

Key Responsibilities

Customer Relationship Management

• Build and maintain strong relationships with customers and prospects to understand their business objectives and challenges and how our portfolio of Managed IT Services, software, development, ISVs support their processes and objectives.
• Act as the main point of contact for customer enquiries, issues, and escalations.
• Conduct regular check-ins / reviews with customers to assess satisfaction levels and identify opportunities for improvement including Expansion, Upgrade, Migration – virtually and face-to-face.
• Own a sales target against your account portfolio and ensure that your engagement with the Customer aligns with Pinnacle Base expansion strategy.
• Manage the Sales Process via the internal SSA/ISO/CRM system.
• Maintain and manage your account portfolio CRM Data - Update and maintain accurate customer information and sales activities in the CRM system.
• Monitor the sales pipeline, track progress, and identify potential bottlenecks or areas for improvement.Understand and remain current a working knowledge of our portfolio of solutions as deployed/sold to our Customer Accounts.

Understanding Customer and prospects Needs

• Gain a deep understanding of Customers' business objectives and how our solutions can help them achieve their goals.
• Monitor Key Stakeholders in your customer portfolio highlighting changes to senior management.
• Collaborate with Customers to identify their specific needs, challenges, and opportunities for using the solutions effectively.

Solution Guidance

• Introduce & co-ordinate Presales into Customer sites to ensure the Customer has a thorough understanding of the software's features and functionalities.

Consultative Selling

• Understand the unique business challenges and objectives of prospective and existing customers.
• Conduct thorough needs assessments and product demonstrations to showcase our value proposition of our MITS solutions.
• Tailor presentations and proposals to address specific client requirements and pain points.

Issue Resolution

• Address and resolve any issues or concerns raised by Customers in a timely and efficient manner via facilitating communications with both internal teams and external suppliers.
• Work closely with internal teams, such as Customer Success Leader, professional services, support, ITS , and product development, to ensure timely resolution of Customer issues.

Renewals and Upselling

• Collaborate with the Customer and internal teams to identify opportunities for upselling additional services.
• Engage in the renewal process for Customer contracts, ensuring timely renewals and contract negotiations as needed.
• Upgrades - Maintain an “Always Current” mindset whilst collaborating with internal teams to deliver an “Always Current” strategy

Feedback Collection

• Gather feedback from Customers regarding their experience with our solution and relay this feedback to relevant internal teams for product improvement.
• Monitor and as applicable maintain the companies “Red Flag” and Complaints system
• Seek Case study approval and Pinnacle / Solution references as appropriate.

Product Expertise:

• Maintain a deep understanding of software and MITS portfolio of solutions
• Provide / Coordinate product demonstrations and training sessions to customers as needed.
• Stay informed about industry trends and best practices to offer relevant insights and recommendations to clients.

Partner Relationships

• Main good relations with our business partners and suppliers.

KPIs and Objectives

• Meet personal and team Key Performance Indicators (KPIs) and objectives related to sales targets, client retention, and customer satisfaction.
• Actively participate in performance reviews and goal-setting sessions to align individual goals with company objectives.
• Proactive research and understanding of the marketplace we exist in, identifying market trends and implementation of appropriate activity.

• Proven experience in MITS sales, or cloud-based, technical business applications
• A consultative, customer-first sales approach, with the ability to engage at all levels of an organisation.
• Strong pipeline management skills and a track record of meeting/exceeding sales targets
• Exceptional communication, negotiation, and presentation skills.
• The ability to travel to events, internal meetings and customer sites