Account Manager
Department: Commercial
Location: Huntingdon (with international travel required)
Xaar Values:
Xaar has defined 5 values which are vital to our business; each represents an area of essential importance to us. Their existence is intended to guide difficult decisions and shape behaviour.
Everything with Passion – we care about our technology, products, partners and each other.
Innovative – we always strive to constantly improve.
Integrity – we deliver on our promises.
Creative – we push the boundaries of what’s possible.
Collaborative – everyone is a partner; we help each other freely and willingly.
Purpose of Role:
The Account Manager oversees the sale and aftersales support of industrial digital printheads to OEMs and strategic partners. This role is critical in managing key customer relationships, driving business growth, and ensuring customer satisfaction through proactive account management
Scale:
Reports To: Director of Sales
International travel: Approximately 1 week per month
Freedom to Make Decisions:
The Account Manager has the autonomy to manage and grow relationships with global OEMs and strategic partners, develop and implement pricing strategies, and lead issue escalation processes.
Complexity:
This role involves managing complex customer relationships, providing solutions for technical problems, and ensuring swift resolution of concerns. It requires a deep understanding of technical sales, customer development, and aftersales service.
Planning Horizon:
- Develop accurate sales forecasts in collaboration with the Sales Support team.
- Monitor market trends and customer demand to anticipate changes and adjust forecasts accordingly.
Key Accountabilities:
**Account Management & Sales Growth:**
- Manage and grow relationships with global OEMs and strategic partners.
- Identify new business opportunities and collaborate with internal teams to drive revenue growth.
- Develop, negotiate, and implement pricing strategies.
**Aftersales Support & Customer Success:**
- Ensure comprehensive aftersales support, including issue escalation and troubleshooting.
- Proactively engage with customers to address performance and technical issues.
**Customer Development Roadmap:**
- Collaborate with customers to understand their business goals and technical needs.
- Serve as the Voice of the Customer internally.
**Forecasting & Planning:**
- Develop accurate sales forecasts.
- Monitor market trends and customer demand.
**Issue Escalation & Problem Solving:**
- Lead issue escalation processes.
- Manage complex customer relationships.
**Cross-Functional Collaboration:**
- Work closely with internal stakeholders to ensure seamless customer experience and product alignment.
- Report regularly to the Director of Sales on account status and key initiatives.
Knowledge, Experience, and Qualifications:
- Proven experience (5+ years) in account management or technical sales, ideally in the industrial digital printing or related sectors.
- Strong technical understanding of industrial digital printheads or similar technology.
- Experience with forecasting, pricing strategies, and customer development.
- Ability to manage complex aftersales support processes.
- Willingness and ability to travel internationally at least 1 week per month
Skills & Behaviours:
- Exceptional communication and negotiation skills.
- Strong relationship-building skills and the ability to collaborate with cross-functional teams.
- Self-motivated, customer-focused, and results-oriented.