Account Manager

Description

International SOS is currently seeking an Account Manager to join its Sales & Marketing team based in the Dubai office. This role is responsible for managing and growing a portfolio of client accounts by driving customer retention, renewals, account expansion, and new business opportunities. The Account Manager serves as a trusted advisor to clients, ensuring exceptional service delivery while collaborating with cross-functional teams to deliver tailored medical and security solutions. Success in this position requires strong relationship management, consultative selling, commercial acumen, and a commitment to achieving sales and business growth objectives.

Essential Job Duties and Responsibilities:

1. Client Relationship & Account Management

• Build and maintain strong client relationships across all levels.
• Manage client renewals, retention, and satisfaction.
• Drive account growth through up-selling, cross-selling, and identifying new business opportunities.
• Handle client onboarding, implementation, complaints, and service recovery.
• Conduct regular client visits and provide consultative support.

2. Sales & Business Development

• Achieve revenue, profit, and sales targets through strategic account management.
• Develop and execute sales and account plans.
• Identify, qualify, and support new business opportunities until closure.
• Monitor sales pipeline, forecasts, and performance against targets.

3. Contract, Pricing & Commercial Management

• Support pricing and contract negotiations.
• Ensure proposals comply with company policies and obtain approvals for non-standard offers.
• Coordinate contract administration, renewals, invoicing, and credit management.
• Ensure timely client payments and minimize bad debt.

4. Customer Education & Product Adoption

• Educate clients on products, services, and program features.
• Promote adoption of client tools, membership apps, and service utilization.
• Deliver industry-specific medical and security expertise through consultative selling.

5. Service Quality & Operational Excellence

• Coordinate with operations to ensure high-quality service delivery.
• Oversee smooth implementation, rollout, and ongoing account support.
• Maintain accurate operational procedures and client information.
• Continuously improve service processes and client experience.

6. CRM & Data Management

• Maintain accurate and real-time updates in Salesforce.
• Manage pipeline, client records, contracts, contacts, and activity tracking.
• Ensure data integrity across Salesforce and related systems.

7. Internal Collaboration

• Work closely with Sales & Marketing, Operations, Medical Services, Business Development teams, and regional colleagues.
• Leverage subject matter experts to enhance client solutions.
• Collaborate with joint venture partners (e.g., Control Risks) and cross-regional teams.

8. Planning, Reporting & Performance Management

• Develop quarterly sales action plans and account growth strategies.
• Produce accurate sales, pipeline, and forecast reports.
• Track financial and non-financial KPIs and implement corrective actions when needed.
• Document client interactions and major account developments.

9. Marketing & Brand Representation

• Partner with Marketing to align campaigns with sales objectives.
• Recommend marketing initiatives to generate new business.
• Represent the company at conferences, exhibitions, and networking events.
• Act as a professional ambassador for the company, demonstrating its values at all times.

10. Travel & Regional Support

• Travel frequently to meet clients across the region.
• Support regional teams with client acquisition, renewals, and account expansion.
• Share best practices and collaborate with colleagues across different regions. Required Work Experience