Senior Account Manager

TestLink Services Ltd
17 May 2017
16 Jun 2017
Contract Type
Full Time

Are you an experienced Account Manager? Do you have a forte for Service Delivery or Excellence?

This key role involves the management of a global customer for our venor managed contract.

TestLink has been providing innovative ATM support services to leading blue-chip corporations within the Banking automation and IT industry for more than 20 years. We now employ more than 150 employees in the UK USA, Germany and the Czech Republic and have an enviable financial track record.

TestLink has successfully embarked on a strategy to deliver an increasing number of high value managed service contracts to ensure the business continues to grow bottom line profitability throughout the EMEA region and beyond.

An exciting opportunity now exists for a high-calibre individual with a proven track record of exceptional sales management to drive the growth of our European business.

With an established customer base of blue chip organisations, TestLink has a huge opportunity to grow both in domestic and global markets. There could not be a better time to join this exciting business that offers the right individual significant rewards for achieving the business growth


Minimum of 5 years Sales/Account Management experience in a B2B environment. Comfortable dealing at all levels within a customer from Directors through to technical engineers.

Experience of selling solutions or services rather than just products.

Technical background or experience of selling technical services a benefit


- Degree or equivalent educational level

- Strong Commercial Skills

- Excellent Communication Skills

- Pro-active

- Driven

- MS Office experience

- MS Powerpoint experience

- Comfortable presenting to small & large audiences.


The Senior Account Manager is the interface between nominated existing clients and Testlink's entire service delivery organization.

The Senior Account Manager is responsible for maintaining, identifying, creating and growing business opportunities within the nominated clients, by developing relationships at all levels from senior management down to operational staff, understanding and addressing their business challenges and opportunities.

The Senior Account Manager is responsible for ensuring TestLink delivers excellent levels of customer satisfaction, ensuring that customers needs are prioritized and delivered at all times, within the set budgets of each customer.

Key Duties

Customer Satisfaction

  • To record, report, maintain and grow customer satisfaction throughout TestLink’s entire service delivery activities.
  • To attend customer review meetings and present Customer Performanœ Reports.
  • To manage any negative customer feedback and be a point of escalation to support customers with any problems with the aim of producing a positive outcome for both parties.
  • To co-ordinate the resolution of issues raised by the customer within the TestLink organisation.
  • To monitor and continuously improve all customer interactions throughout TestLink including, but not limited to, phone calls, reports and emails.

TestLink Business maintenance and growth

  • To grow revenue and profit from existing business in line with agreed budgets.
  • To develop for each customer a detailed plan describing key personnel and opportunities to ensure that maximum leverage across the whole of the organization (including overseas divisions) is achieved.
  • To work vertically in accounts to ensure that senior decision makers and lower specifiers/influencers are engaged to ensure success
  • As part of the account plan to have ensure regular face-face contact is made both at TestLink and customers sites to ensure that all opportunities are captured and developed into additional business.
  • To negotiate contract terms, pricing and service improvements aimed at increasing TestLink margins.
  • To promote customer process change where mutually beneficial increases to SLA and margin can be demonstrated.
  • To instantly review any threats faced by TestLink within nominated customers, whether from external competition or customers intimal decisions, share said data with the Head of Sales and develop hunter strategies to reduce such threat.
  • To identify customer business challenges and opportunities, develop. package and present innovative TestLink deliverables to address.

Internal Reporting and responsibilities

  • To generate and maintain individual account strategy documents.
  • To review, monitor and prepare reports on TestLink's performance with each customer for both internal and customer use.
  • To produce forecasts of anticipated new sales and existing business levels from customers.
  • To create and maintain the TestLink customer database.
  • The generation of appropriate letters, emails and proposal documents to match the customer’s requirements.
  • To facilitate the setting up and handover of nominated clients new business and/or modified business process into TestLink's Operations organisation.
  • To monitor, report upon and continuously improve the customer service team’s performance to allow delivery of exemplary service to all corporate and end-user customers.
  • Ensure that all Health and Safety, housekeeping, quality and environmental policies and procedures required by nominated clients are adhered to.

Salary: up to £35,000 plus bonus and car allowance