Job Description

Who We Are: Fuelled Networks is a client-first IT support provider providing top-notch IT services and support for small to medium-sized businesses throughout Ottawa and Eastern Ontario since 1992. We’re a small, high-performance team of intelligent, resourceful, and highly skilled technicians who do whatever it takes to deliver IT solutions to our clients successfully.
At Fuelled Networks, we believe happy employees are successful employees. Whether it’s an afternoon break at the popcorn maker in our open, collaborative common area or a Friday summer afternoon off, we strive to create an environment that keeps our people healthy, happy and engaged.
If you are someone who strives to exceed client expectations, is driven by the active pursuit of professional development opportunities, and are interested in working at a company where you are valued and appreciated for going the extra mile, Fuelled Networks is the place for you.
About The Role: The Account Manager is responsible for the full sales lifecycle as it pertains to the current customer base of the company. This position must farm active customers to up-sell products and services by developing a thorough understanding of their business and technology needs.
You’ll excel in the role if have a business background and you know how manage relationships. You should have a strong technical aptitude and be patient, dedicated, and easy to work with. This is a dynamic environment where things move fast, and your day could change on a dime. You have to be committed to serving clients and committed to the highest levels of client service, with no exceptions.
You Should Know:

• This is a full-time, permanent position.
• Normal working hours are Monday to Friday, 8 am - 5 pm - you need to be available to internal and external clients.
• The candidate MUST be local to Ottawa.
• You must have a valid drivers license and access to a vehicle for work.
• You must be fully vaccinated including boosters.
• This is a Hybrid work role aligned to public health recommendations and our company policy. Expect to work remotely as well as in the office as scheduled.
• Requires security clearance or eligibility for security clearance. This is essential.

Essential Duties and Responsibilities:

• Work with active customers to develop a deep understanding of their needs and translate those needs into product requirements that satisfy their demands
• Cross-selling and up-selling services and solutions to existing accounts
• Qualify new sales opportunities for current customers
• Receive requests for service and products details from customers and provide timely responses
• Conduct onsite or online presentations that showcase the services and products of the company to active customers
• Work with management to develop proposals, quotes and respond to RFP/RFI documents
• Effectively communicate features and benefits of solutions and manage prospect expectations throughout the lifecycle of the account
• Manage the complexity of Managed IT services proposals, contracts, lease agreements, and service level agreements
• Maintain in-depth product knowledge of the service offerings of the company
• Perform sales procedures through activities and opportunities in PSA and remain compliant with defined policies and procedures
• Achieve and maintain a positive rapport with prospects and work to give them the best possible service
• Develop sales and marketing plans to support new services, new products and new lines of business
• Work with new referrals

Additional Duties and Responsibilities:

• Attend weekly sales meetings and ensure sales opportunities are compliant with company policy
• Develop in-depth knowledge of the service catalogue and how it relates to customer’s needs
• Document internal processes and procedures related to duties and responsibilities
• Responsible for entering time and expenses in PSA as it occurs
• Understand processes in PSA by completing assigned training materials and blueprints on the PSA University
• Enter all work as activities or service tickets into PSA

Knowledge, Skills, and/or Abilities Required:

• Outside sales experience with selling any of the following: IT services and products, managed IT services, or IT consulting
• Possess a track record of managing the customer commitment, negotiation, and closing of the sales process
• Demonstrated level of success in the development of client relationships
• Enjoy working with customers and external audiences
• High energy and drive with good negotiation skills
• Proficient with general office applications
• Strong organizational, presentation, and customer service skills
• Skill in preparing written communications and materials
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Ability to multi-task and adapt to changes quickly
• Typing skills to ensure quick and accurate data entry
• Self-motivated with the ability to work in a fast-moving environment
• Great attention to detail
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high paced environment
• Can work independently as well as work well in a team environment
• Can remain focused and commit to outcomes regardless of interruptions
• Can build relationships quickly with clients and internal teams
• Personally, commits to responding promptly to customer requirements and needs

Here’s What We’re Looking For:

• Post-secondary education in Marketing, Business or Communication.
• 5 plus years of practical experience doing this kind of work.
• Exceptional client service orientation.
• Great communication skills in English (French language skills are an asset).
• Patient, dedicated, resourceful, and determined. You support clients all the way through their toughest requirements.
• Excellent time-management.
• Interpersonal skills: such as telephony skills, communication skills, active listening, and client care.
• Ability to multi-task and adapt to changes quickly.
• Service awareness of all the organization’s key services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills that ensure quick and accurate entry of account details.
• Self-motivated with the ability to work in a fast-moving environment.

Success is Measured Based on the Following KPIs:

• Quarterly business reviews with all owned accounts
• Maintain agreed upon quotas
• Maintain Customer Service Levels
• Execute mutually agreed-upon goals
• Maintain all effort in PSA

The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.
At Fuelled Networks Ltd., diversity, equity, and inclusion are part of who we are. Together, we continue to build an inclusive culture that reflects the diversity of our people. It fuels our innovation and connects us closer to our people and our clients. We strive to nurture a culture where inclusiveness is a reflex, not an initiative.