ITSM Strategist - Customer Enablement Program

Company background

Axios Systems is an international IT Service Management software company
who develops, implement and support assyst, a sophisticated and high-value
business software solution. We specialize in delivering IT Service
Management solution and best practice services to enterprise private and
public sector organizations.

Department remit

• Grow revenues and meet sales targets for Axios from existing
  customer base. 


• Expand deal size of new business through strategic selling. 


• Mitigate significant customer satisfaction issues that could result in
  the loss of a customer and/or the ability to use the customer as a future reference.

Job purpose

• To proactively engage with key customer accounts at a very senior level to develop a strategic multi-year ITSM roadmap (inclusive of an
  ROI analysis) that articulates how assyst can be implemented in a phased approach to deliver short, medium and long term business
  value. The service should be tailored to align with each customer's business objectives and budgeting cycle. If executed properly and at
  the proper management level, budget dollars will be earmarked to expand assyst for the duration of the roadmap.

o This approach can be used for both existing customer base and new business.

o The service is free for top-tier customers.
o As the first person in this role, you will have to contribute to

development of the sales process, collateral, and ROI models
used to deliver this service.

o This role will be adopted by Axios globally. You will be
responsible for training other ITSM Strategists and Territory
Managers for how to position this service to existing and
prospective customers.

• By default, this "service" will identify cross sell and up-sell
  opportunities in customer accounts.


• Deliver revenues from assigned customer base to achieve quota goals
  set quarterly and yearly.


• Collaborate with Territory Managers on key large deals to deliver the
  ITSM Roadmap service.

Role Profile

What this role is not: this role is not a Technical Account Manager. Day-to-day issues of existing customers will be handled through proper support channels & Inside Account Management Executives. Highly sensitive issues will be escalated to the Territory Manager and then the VP NA may be asked to step in and diffuse the situation, if deemed necessary.

Job responsibilities

• To fully understand the complexity and business challenges of current
  customers in order to develop the ITSM roadmap and identify
  potential business opportunities.


• Lead the ITSM Roadmap service effort and coordinate resources for
  both the customer and Axios for the purpose of gathering data and
  developing presentation material and ROI analysis. Developing and
  maintaining strong relationships with the CxO, VP, and Director level
  individuals as part of the existing customer base.


• Collaborate with Territory Managers to coordinate the engagement of
  other Axios resources to meet customer demands.


• Set actions plans on how to achieve revenue goals across customer
  base showing prioritization of activities vs. revenue potential.


• Deliver customer success stories that can be developed into case
  studies or other sales tools. These are based on the business impact
  understanding of how the customer is using Axios solutions.


• Raising brand awareness of Axios's products and services into
  assigned customers. In doing this be proficient in the understanding
  of the latest solutions delivered the market by Axios.


• Proactive liaison with Sales and Marketing colleagues identifying new
  and existing business opportunities.

Role Profile

Skills and experience

Essential

• Experience of enterprise level selling in a business application software vendor.


• Account relationship management showing continued revenues being "farmed" from an assigned customer base.


• Strong track record of sales quota achievement.


• Excellent communication skills with the ability to quickly develop effective working relationships and credibility with customers and colleagues.


• Highly proactive, driven to meet and exceed expectations with a challenging entrepreneurial mindset.


• Highly personable, confident and strong interpersonal skills. Solid team player with overall objective of company's success and reaching sales goals for self and team.


• "Can do" attitude with the ability to work on own initiative.


• Highly organized with an eye for detail.


• Innovative and with the ability to think on their feet.

Desirable

• Experience selling ITIL based solutions.


• Worked for ITSM OR ITIL based software or services vendor.


• Proven quota over-achievement from mix of account management and new business.


• Experience presenting to large audiences and gaining buy in to value propositions.


• Ability to act independently with minimal coaching.


• Structure approach to managing one's own time and providing quality feedback on activities to management.


• Familiar and experience using structured sales process approach e.g. TAS Getting to Yes etc.