Aidan Marshall Liggett
Cape Town
Summary
Dynamic account management professional skilled in adapting to diverse client workflows and perspectives to identify unique needs. Strong emphasis on strategic and empathetic engagement, focusing on cultivating meaningful relationships that promote collaboration and trust. Committed to continuous learning through client interactions, enabling effective navigation of challenges while prioritizing the human element and understanding clients' emotions. This holistic approach enhances client satisfaction and drives long-term success for both clients and the organization.
Overview
12
12
years of professional experience
Work History
Account Manager
Xero
01.2023 - Current
- I started at Xero as an Account Manager in January of 2023 with limited knowledge of the product itself and how Accounting practices are run. My role is to have insight into an Accounting partner’s practice and work with them on not only digitizing their practice, but also looking at improving/honing in on other factors like efficiency, staff capacity, growth trajectory, client services etc.
- It’s a role I’ve come to truly enjoy since improving my skills and knowledge around the product and industry. It’s a role I find challenging but at the same time truly rewarding when dealing with our Accounting Partners.
- My responsibilities include:
- Self Improvement/development of product knowledge and people skills.
- Welcoming new Accounting Partners onto our Partner program.
- Running demos and doing light training for Partners who are new to the program.
- Showing value within the Xero product and how that value will assist them and their staff on a daily basis.
- Investigate our Partner’s service offerings and provide insight into how Xero can assist them in broadening this, trying to change the mindset from service providers to trusted advisors for their clients.
- Gaining insight into their practice and seeing where things could change to improve their daily routine as well as improve staff morale, reducing turnover of staff
- Provide support and guidance to our Partners on Xero.
- Involved in events, ensuring attendance from partners and assisting wherever needed in the setup and planning.
- Responsible for management of monthly KPIs as well as data mining off reports for identifying opportunities.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Developed customized account plans for clients to help them achieve their business goals.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
Key Account Manager
Nashua Cape Town
02.2019 - 01.2023
- Company Overview: In February of 2019 I was promoted to Key Accounts Manager within the Nashua Cape Town Franchise. The new department comes with a new set of responsibilities as well as incorporating aspects of my previous job title.
- I manage various client accounts to ensure quality of service as well as cross selling of new products into their business environment. I have a monthly sales target which is Profit orientated and because of this, new business development still plays a big role in reaching target every month.
- Over the past few years, I have honed my sales and account management skills by excelling in a congested and highly competitive market.
- Since COVID-19 I have had to adapt to the volatile changes within the South African market as it put massive pressure on an economy just trying to recover from years of mismanagement. Business has changed so drastically over the past year and half, as an Accounts manager, I've had to focus more on customer service and support which has improved my skill set.
- Moving from just specializing in copiers, I have grown into a solutions specialist by selling the likes of Copiers, IP and Analogue PBX, Cloud Based PBX, CCTV, Access Control, Time and Attendance as well as Interactive white boards and different software solutions.
- Developed and sustained excellent working relationships with clients through prompt invoicing, swiftly resolving product issues and face to face interaction to maintain satisfaction.
- Maintained advanced ICT and industry trend knowledge, performing regular market and product research to enhance company offerings.
- Maintained client records in Inform, ensuring streamlined data processes for maximum efficiency and ease of use.
- Liaised with Marketing team members to develop and implement effective marketing strategies and activities.
- Effectively managed client visits and interactions to ensure consistent client service and efficient support.
- Learned all required tasks quickly to maximize performance.
- Sought out ways to go above and beyond job requirements.
Business Sales Executive
Nashua Cape Town
01.2017 - 02.2019
- Company Overview: They are a leading service provider in the office automation industry and have been running since 1973. They are owned by the Reunert group and are the main distributor of the Ricoh office automation brand in Africa.
- I worked as a New Business Sales Executive for Nashua Cape Town. I moved into full solutions sales, providing solutions for Fibre, Telecommunications, Voice, Security and office automation. The main goal is to generate new business for our company and to cross sell different products thereafter in order to be the only provider within their office.
- Secured new and existing business through canvassing and cold calling.
- Managed a robust sales pipeline to increase prospective leads-to-sales closures by 30%.
- Prepared prospect/pipeline figures of sales activities, as instructed by the Sales Manager.
- Successfully sold to over 100 new clients over a 2-year span.
- Contributed to team success by completing jobs quickly and accurately.
- Resolved issues quickly to maintain productivity goals.
- Pursued learning opportunities to advance knowledge as a senior team member.
- Identified new business opportunities by researching market trends and competitor activity.
- Maintained extensive product knowledge, enabling successful upselling of additional products or services when appropriate.
- Presented and demonstrated product offerings to potential clients, effectively communicating value propositions and addressing any concerns.
Call Centre Agent
Connect a Quote
09.2015 - 06.2017
- I previously worked as a lead generator for van insurance in the United Kingdom from a South African Office. That was the starting position in that company and I moved up quickly into the customer service department assisting clients with amendments, cancellations and problem solving with regards to their insurance policies. This was specifically for car and van insurance. I was also set to move up further in that company but had decided it was not for me and I wanted to branch out and learn something new.
- Achieved Lead Generation targets, aiding continued company progression in line with sales goals.
- Processed policy queries, seeking effective, timely solutions for continued customer satisfaction.
- Used expert sales and negotiation skills to secure renewals, policy amendments and sales leads, providing excellent levels of customer care throughout.
- Built strong customer rapport through effective questioning, converting 58% of inbound calls into paying customers.
- Developed in training new employees on calls and assisting them to achieve their targets. Assisted in training over 30 employees.
- Reference: Annie Mguba 0817658074
- Kululwa Zitime 0728288669
- Managed high call volumes while providing quality customer support and maintaining professional composure.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
Brand Ambassador
Full Signal
09.2014 - 09.2015
- I previously worked for Full signal promoters representing Microsoft Lumia. I was promoting the cellular phones available to customers along with other products. I would also help the customers with any difficulties that they had with their phones as well as training them on how to use them properly. Assisting in the setup of the phone after purchase was also part of my responsibilities. I was then promoted to an in store specialist where I would control the stock and sales within multiple cell phone stores in malls across Cape Town.
- Fostered relationships with customers to expand customer base and enhance loyalty and retention.
- Determined new selling and expansion opportunities by monitoring industry trends through in-store client interaction.
- Maintained up-to-date knowledge of industry trends, consumer behaviour and competitor activity to develop effective sales initiatives.
- Created positive awareness of Microsoft Lumia through product sampling and training, driving sales by 38%.
- Identified and managed low yield customers into a more profitable trading relationship through training and support.
- Boosted sales through effective collaboration with store staff to promote products in high-traffic areas.
- Increased positive word-of-mouth referrals through genuine, personalized customer interactions and excellent product knowledge.
- Strengthened relationships with retail partners by providing exceptional support, education, and communication on products and promotions.
Waiter Bartender
Driftwood Cafe
11.2013 - 09.2014
- Driftwood Café I worked as a bartender and waiter at a restaurant called Driftwood café on the corner of Parklands main and Hamstead for roughly one year.
- Prepared mixed drinks, and poured wine, beer and non-alcoholic beverages.
- Maintained full knowledge of bar and menu items and made recommendations.
- Performed closing duties including cleaning, sanitising and replenishing.
- Collected money and made change.
- Served as backup for bartenders.
- Neatly set tables.
- Maintained bar stocks, replenishing daily as necessary.
- Reference: Wendy Du Preez 0826766832
Education
Matric - English Home Language, Afrikaans First Additional Language, Mathematics, FET Life Sciences/Biology, Computer Applications Technology, Business Studies, Life Orientation
Table View High School
01.2013
Skills
Upselling and cross-selling techniques
Client relationship management
Account management
B2B selling
Customer service
Telemarketing
Consultative selling
Sales forecasting
Client acquisition
Teamwork and collaboration
Client relationship building
Relationship building
Customer relationships
Data analytics
Sales analysis
Strategic planning
Timeline
Account Manager
Xero
01.2023 - Current
Key Account Manager
Nashua Cape Town
02.2019 - 01.2023
Business Sales Executive
Nashua Cape Town
01.2017 - 02.2019
Call Centre Agent
Connect a Quote
09.2015 - 06.2017
Brand Ambassador
Full Signal
09.2014 - 09.2015
Waiter Bartender
Driftwood Cafe
11.2013 - 09.2014
Matric - English Home Language, Afrikaans First Additional Language, Mathematics, FET Life Sciences/Biology, Computer Applications Technology, Business Studies, Life Orientation
Table View High School