Jo Robinson-Smith
Papamoa,BOP
Summary
Resourceful Account Manager with excellent client oversight, issue resolution and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level sales cycle knowledge and strong collaborative skills leading to optimum outcomes.
Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Outside sales specialist with strength in negotiations, e-commerce and customer service. Excellent interpersonal and time management skills.
Dynamic Account Manager with extensive experience in customer service. Highly organized professional establishes relationships with customers. Stays calm under pressure. Results-oriented sales worker engages with customers to help establish rapport.
Proven track record of building customer relationships and successfully closing sales. Committed to delivering exceptional customer service and exceeding sales goals.
Overview
20
20
years of professional experience
Work History
EDUCATION ACCOUNT MANAGER
OfficeMax
11.2017 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed diverse portfolio of 100 accounts, ensuring timely communication and effective problem resolution.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Developed and implemented strategies to increase client retention.
- Streamlined internal processes for better efficiency in account management tasks.
- Gained customer trust and confidence by demonstrating compelling, persuasive and composed professional demeanor.
SERVICES ACCOUNT MANAGER
Spark Digital
03.2017 - 06.2017
- Manage compliance of service delivery ensuring all contracted services were delivered on schedule and to customers’ satisfaction
- Recommend services to compliment client skill sets and reduce client risk
- Prepared/presented monthly reports, highlighting trends then proposing resolution plan
- Developed asset register for customers creating joint awareness of infrastructure age and supportability
- Assisted with client budgeting and technology refresh cycles.
PROCUREMENT SPECIALIST
Spark Digital
08.2016 - 03.2017
- Provided quality timely responses to customer and supplier queries throughout procurement process.
- Established relationships with vendors and suppliers to streamline procurement operations.
- Drove standardization across procurement processes resulting in greater consistency, improved efficiency, and reduced errors.
- Attending supplier training to build knowledge and rapport.
- Supported management with monthly forecasting, reporting and stretch targets.
- Proactively renewed client’s licenses and hardware agreements
- Identified areas for process improvement, then executed.
SERVICES SALES EXECUTIVE
IBM New Zealand
01.2015 - 04.2016
- Responsible for maintaining/growing revenue streams in declining segment of IT industry.
- Achieved revenue targets by integrating multi-vendor support services into one-IBM support agreement for clients.
- Built strong internal and external (client, distributor, channel) relationships maximising sales opportunities.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Researched sales opportunities and possible leads to exceed sales goals and increase profits.
- Negotiated and closed profitable sales contracts with new and existing customers to increase loyalty and retention.
- Directed sales support staff in administrative tasks to help sales reps close deals.
- Streamlined sales process to improve efficiency, reduce cycle time, and close deals faster.
ACCOUNT MANAGER
Healthlink
08.2014 - 01.2015
- Launched new patient referral programme to 300 private health specialists.
- Created multi-category client database allowing segmentation for targeted communications.
- Introduced structure to contract management system and prepared business plan on how to reach company goals.
- Evaluated client needs and developed tailored solutions to increase positive customer ratings.
- Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
- Streamlined internal processes for better efficiency in account management tasks.
BUSINESS MANAGER
HEWLETT PACKARD
03.2011 - 12.2013
- Member of HP Services Leadership team, contributing to sales team goal setting and input to performance reviews
- Responsible for overall revenue growth for installed base in declining segment of IT industry.
- Managed services sales team to implement multiple growth initiatives across client base resulting in 15% growth.
- Cultivated mindset change within sales team from ‘transactional’ to ‘consultative’ creating ‘Customer for Life’ mentality while increasing HP Share of Wall
- Managed forecast monthly, quarterly, annually.
- Constantly reviewed/analysed data for areas of opportunity and improvement.
- Coached offshore administration teams to improve documentation.
- Oversaw financial operations, maintaining accurate records and ensuring compliance with industry regulations.
- Negotiated contracts with customers, securing favorable terms while maintaining strong relationships.
- Created, managed, and executed business plan and communicated company vision and objectives to motivate teams.
- Provided feedback on effectiveness of strategies, selling initiatives and identified areas requiring improvement.
- Mentored junior staff members, helping them grow professionally and contribute more effectively to team's goals.
- Established new revenue streams through targeted marketing initiatives and product diversification efforts.
SERVICES ACCOUNT MANAGER
HEWLETT PACKARD
02.2004 - 03.2011
- Developed strong, lasting client relationships, particularly with enterprise/strategic clients.
- Engagement with Enterprise Account Managers to develop fit for purpose services solutions for customers and growth for HP.
- Provide continuous improvement to processes and close contract renewals on time.
- Accurate forecasting and pipeline management
- Constantly over-exceeding annual sales targets and other KPI’s.
- Managed account portfolios for high-profile clients, ensuring timely delivery of services and products.
- Collaborated with cross-functional teams to develop strategies for better servicing client needs and improving overall performance.
- Developed customized solutions for clients to address unique challenges or requirements, leading to higher satisfaction rates and long-term loyalty.
- Exceeded annual revenue targets by identifying new business opportunities within existing accounts while maintaining high levels of customer satisfaction.
Skills
- Account Management
- Customer Service
- Teamwork and Collaboration
- Customer Satisfaction
- Goal-Oriented
- Issue Resolution
- Upselling
- Revenue Generation
- Client Relations
- Cross-Functional Collaboration
- Overcoming Objections
- Opportunities Identification
Courses Achievements
- PRESENTATION COURSE, 06/2019, THE PICKERING GROUP
- STEPPING UP to management, 06/2017, tauranga chamber of commerce
- IBM global sales school, 05/2015 - 11/2015, ibm
- HP Standards of Business Conduct & Compliance, 2004 - 2013, HP
- Writing Persuasive Documents, Motivation & Sales Programme, 2004 - 2013, HP
- ITIL Foundations Course (IT Service Management Framework), 2004 - 2013, HP
Attributes
- Calm, balanced disposition and able to laugh at myself.
- Driven to succeed, continue to develop and improve, highly competitive.
- Organised, logical, able to multi-task and prioritise under pressure.
- Very comfortable with responsibility and accountability.
- Adaptive and innovative mindset with desire for learning new skills.
- Reliable, loyal, honest, and trustworthy.
- Respectful to all regardless of position or status.
- Hands-on approach.
Timeline
EDUCATION ACCOUNT MANAGER
OfficeMax
11.2017 - Current
SERVICES ACCOUNT MANAGER
Spark Digital
03.2017 - 06.2017
PROCUREMENT SPECIALIST
Spark Digital
08.2016 - 03.2017
SERVICES SALES EXECUTIVE
IBM New Zealand
01.2015 - 04.2016
ACCOUNT MANAGER
Healthlink
08.2014 - 01.2015
BUSINESS MANAGER
HEWLETT PACKARD
03.2011 - 12.2013
SERVICES ACCOUNT MANAGER
HEWLETT PACKARD
02.2004 - 03.2011
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