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Inside Sales Manager - KRA's by Dheeraj Kapoor, Head/VP/GM-Operations, Fujitsu Consulting India Pvt. Ltd.

Inside Sales Manager - KRA's

By : Dheeraj Kapoor, Head/VP/GM-Operations, Fujitsu Consulting India Pvt. Ltd.
Industry : Management & Strategy Consulting Functional Area : Business Processes
Keywords :

Sales Manager

Inside

KRA'S

Activity:  3 comments  5028 views  last activity : 02 17 2011 09:57:30 +0000
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The Inside Sales Manager’s role combines a mix of internal (90%) and external (10%), customer-facing, activities and communications.  The Inside Sales Manager and AE work as a team to develop sales within the account and to identify new business opportunities. Key Result Areas:  1. Customer Management·          Manage the day-to-day running of the account communicating regularly to gain up-to date account information ·          Monitor contract delivery and report progress against client goals keeping the customer and AE informed of the status ·          Project manage all campaign and custom solutions, liaising with various internal ABC groups and customer to deliver the best service ·          Conduct campaign optimization to create best reach and customer satisfaction ·          Coordinate, analyze and deliver start/mid/end campaign delivery reports ·          Deliver added value to the customer by conducting on-going and post campaign analysis, optimization, and making recommendations to client/AE for future campaigns ·          Build solid relationships within the account and act as point person for customer issues and concerns ·          Develop knowledge into the customers’/agencies businesses and their key clients ·          Work with the customer/agency to understand their campaign objectives, success metrics and reporting requirements ·          Resolve issues quickly and effectively adhering the issue resolution process ·          Create Insertion Order and deliver to customer (if relevant) ·          Advise Sales Coordinator of order revisions and track to deliver on order obligation ·          Manage at least one business project for the team and present updates monthly ·          Conduct quarterly COS meetings with client/agency; meet face to face as per COS agreement ·          Develop account plan outlining deal/campaign metrics, deal/campaign objectives, reporting requirements, challenges, strategy to hit goals and additional revenue opportunities, as well as tracking engagement ·          Sit on-site at key agencies/clients a minimum of once per month  2. Collaboration with Account Executive and Others·          Schedule regular meeting with Account Executive(s) to update on account status, opportunities, issues and campaign ·          Collaborate with Account Executive(s) on proposals, packages, including preparation for client/agency meetings and participation where appropriate, for assigned account(s) ·          Assist AE in developing business within the account identifying opportunities to up-sell and grow the business ·          Work with the AE to devise retention strategies to build customer loyalty to ABC ·          Proactively share information about successful campaigns with colleagues within and across ABC markets ·          Work with marketing team to assist in local events for customers and agencies ·          Assist AE in developing (or drive where relevant) SWOT analysis for key clients/agencies ·          Communicate and enforce SLA’s to clients and AEs ·          Partner with AE to clear Accounts Receivable  3. Continuous Professional Development·          Keep up to date with technical and solutions information within ABC and the Industry to provide the best solutions for the customer ·          Seek feedback from a variety of sources to improve performance and develop capability and continuously evolve personal and professional capability in line with business needs ·          Develop career growth plans, regularly discussing with manager  4. Key Success Criteria·          Deliver against all KPIs ·          Develop excellent customer/partner satisfaction whilst maximizing ABC yield ·          Create and maintain accurate and bespoke campaign report ·          Develop customer relationship and business through effective on-boarding, campaign management and analysis ·          Assist AE in achievement of revenue goal against defined customer base ·          Deliver all reporting and on-going measurement requirements on-time  5. Skills, Knowledge and Expertise·          Manage multiple projects and priorities with attention to quality, detail and results ·          Plan, organize and co-ordinate activities so that targets and deadlines are met ·          Be a strong team player and facilitate the team process ·          Collaborate within and between groups internally and with the customer ·          Produce high impact reports and communications and track and measure the business value delivered by ABC campaigns ·          Interact effectively, on a personal basis, at all levels within the account ·          Communicate clearly and accurately verbally and in writing ·          Demonstrate high levels of customer focus ·          Work through decision gridlocks to get actions agreed ·          Analyse situations and problems and identify priority actions ·          Track and measure the business value delivered by ABC campaigns
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3 comments on "Inside Sales Manager - KRA's"
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  Commented by  Disha Taunk, Sales Support Executive, Cognizant Technology    | 10 07 2009 06:08:32 +0000 
Very useful article...I would really appreciate if you could help me with the KRA for Operations Manager in an IT company.
Thanks in advance
  Commented by  Jagbir Singh, Senior Consultant, Ernst & Young    | 04 08 2009 11:22:28 +0000 
Well these are the KRA's for an Sales Manager. Dheeraj can you tell me what will be the KRA for an HR executive. Would love to hear from you about this...

Thank you...
  Commented by  Anurag Mitra, Product Marketing Manager (Asia Pacific)    | 05 18 2008 08:21:17 +0000 
Very useful article....
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