Account Executive - Farmer

Description

About ISG Technology

At ISG Technology, we're unlocking possibilities for our clients by providing IT services that help drive business growth. We're freeing them from the burdens of day-to-day IT maintenance, securing their networks, protecting their data and helping them design, implement and manage their IT infrastructure. And we've been doing it for over four decades.

Join in on the Success

As part of the Twin Valley Family of Companies and a fourth-generation family business, ISG Technology has grown and evolved into a recognized leader in the Midwest by aligning our success with the long-term success of our clients. We are consistently recognized in CRN’s Top Managed IT Service Providers in the nation, most recently as part of the Security 100 for excellence in managed security offerings.

But all those accolades take second stage to our Customer Satisfaction Scores (CSAT), which have consistently been 97% while our Net Promoter Score is 77, compared to the industry average of 47. If you're the type that takes pride in providing world-class support, you may have what it takes!

Reports To: Sales Director 

Typical Hours: Full Time

Travel Required? Percentage: 25-50% 

Location(s): Overland Park, Wichita, Oklahoma City

Key Accountabilities:

1) Identifying Opportunities: Upsell / Cross-Sell aligned to 6 quarter financial plan per account

2) Scheduling & Leading Client QBR’s

3) Managing 95%+ MRR Renewal Retention Rate

4) Referrals

5) 95%+ CSAT & Promoter NPS position

6) Development of Client Practice Road Maps with Practice Leaders

7) Executive Relationship Management

8) MRR, PS, HW/SW

Job Summary: The Account Executive – Farmer, will be responsible for managing and growing existing client accounts, ensuring they continue to receive exceptional value from ISG. This role focuses on cultivating strong relationships, identifying opportunities, upselling and cross-selling, and ensuring customer satisfaction to drive long-term client retention and growth. This role will promote IT Solutions that help client’s achieve their short-term and long-term business goals with a focus on making technology a strategic differentiator. The Account Executive – Farmer will have a customer-centric mindset, and a proven track record of expanding accounts. 

What you bring to the position:

• You embody and align with our core values and appreciate the strength and stability that comes from working with a values-based company. You appreciate the power and efficiency of consistency in the “ways” we operate. 
• You embrace change and have the resilience required to continually improve yourself. You can think creatively and can adapt to evolving situations.
• You understand the need to collaborate with your team members and other departments and that synergy comes from everyone rowing in the same direction. 
• You have a strong desire to provide customers with optimum technology solutions and exemplary customer service, and you achieve your goals that you mutually set with your supervisor.
• You are a self-starter who is prepared to develop and execute your plan and deliver on quarterly goals on a consistent basis.
• You take what you do seriously, but you do not take yourself seriously and you know how to have fun in a professional environment. You are humbly confident and use your knowledge to build confidence without being a “know-it-all.”

You successfully fulfill the following essential duties and responsibilities:

You will utilize your SALES ACUMEN to drive sales by directly participating in the sales process through:

• Building and maintaining long-term relationships with clients, ensuring their satisfaction. 
• Working closely with clients to understand their evolving business needs and identifying opportunities for upselling additional services, renewals, and cross-selling complementary solutions. 
• Conducting regular business reviews, meetings, and strategy sessions with clients to demonstrate the value of existing services and propose new solutions that align with their goals. 
• Managing contract renewals, ensuring clients are informed about their options and maintaining 95%+ retention rates. 
• Tracking account performance, client feedback, and renewal schedules using CRM systems to ensure opportunities are not missed and accounts remain healthy. 
• Managing and maintaining a robust sales pipeline by consistently identifying, nurturing, and qualifying new internal opportunities. 

You will use your COLLABORATIVE SKILLS to:

• Work closely with the sales and services team to deliver tailored solutions and ensure successful implementation of new services. 
• Support the company by completing all other job duties assigned. 

You will use your TECHNICAL SKILLS to:

• Stay informed about industry trends, competitors, and emerging technologies to provide clients with informed advice and stay ahead of their needs. 

You will use your CUSTOMER SERVICE SKILLS to:

• Engage with Service Delivery Manager to provide a point of contact for the client for any service-related-issues. 
• Address customer inquiries, challenges, or concerns in a timely manner, working with internal teams to resolve technical or service-related issues. 

As a successful employee, you will demonstrate the following professional skills as you carry out your position:

• Oral Communications – Speak clearly and persuasively in positive and negative situations; respond well to questions; demonstrate group presentation skills and participate in meetings.
• Written Communications – Write clearly and informatively, edit work for spelling and grammar; present numerical and statistical data effectively and read and interpret written information.
• Customer Service – Respond promptly and courteously to customers’ requests for service and assistance; manage difficult or emotional customer situations.
• Presentation – Deliver business, non-technical, and limited-technical presentations to audiences of 20-150 individuals.
• Leadership – Lead people and get results through others in a positive and inspiring manner.
• Management – Organize and manage multiple priorities. 
• Ethics – Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; upholds company values.
• Organizational Support – Follow company policies and procedures and complete other duties as assigned.
• Judgment – Include appropriate people in decision-making process.
• Interpersonal Skills – Maintain confidentiality; keep emotions under control; listen well.
• Strategic Thinking – Develop strategies to achieve organizational goals; analyze market and competition; identifies external threats and opportunities and adapts strategy to changing conditions.
• Planning and organization – Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks.
• Professionalism – Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments. 
• Adaptability – Adapt to changes in the work environment; manage competing demands; deal with frequent change, delays, or unexpected events.
• Detail & Task Oriented – Manage and follow through on multiple tasks, items and communications in a timely manner.

Requirements

You will meet the following educational, licensing, certification and work experience requirements:

• High School Diploma or equivalent, required. 
• Bachelor’s Degree in Business or related field, required. 
• Proven experience in Account Management, Customer Success, or Sales typically gained over 5+ years. 
• Strong understanding of managed IT services, preferred. 
• Experience with consultative selling, account growth, and customer retention strategies. 
• Hold and maintain a valid driver’s license; driving record must meet the criteria of ISG’s insurance carrier for acceptance of coverage.

You will follow the ISG Technology Core Values:

1. Humor & Fun - We enjoy spending time with each other, collaborating and sharing what makes us unique.
2. Lead by Example - Always taking initiative, acting responsibly and demanding excellence from ourselves.
3. Resilience - Change is inevitable. We embrace it. And we use it to drive creativity and innovation.
4. “Team First” Initiative - Proactively helping one another, taking individual accountability for the success of the whole team.
5. Continuous Improvement - Daily improvement matters. Bold ideas move us forward. 

You are able to work in the following environmental and working conditions:

• Prolonged periods of sitting at a desk and working on a computer and phone.
• Work in a general office environment.
• Travel to client and prospect locations with varying conditions.  
• You have mental stability and emotional intelligence that enables you to meet all the requirements and qualifications of the position with or without a reasonable accommodation.