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Relocruitment
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London, Greater London
Home Based Account Manager - Customer Solutions
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Job Type: Full-time |
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Salary: £30,000 per annum |
Overview
Our client is a multi-award winning operations management, consulting and digital solutions provider to organisations in highly regulated markets (including insurance, financial services, utilities, communications, and to regulatory bodies) and to global businesses. They have several arms to their business and are currently looking to hire an Account Manager for their Customer Solutions division. A business that specialises in no-nonsense 'Voice of the Customer’ and 'Voice of the Employee’ programmes. Working with some of the largest brands in the UK, such as Lloyds Bank, NFU Mutual, RAC and Esure, this is a really exciting opportunity for an Account Manager to be key in driving forward a truly great brand and product range, focussing on the retention and development of new and existing clientele. This is a Home Based role with regular travel to meet with clients. Ideally, candidates will be located within London, Home Counties or East Anglia. Even more exciting - the successful applicant will be given the opportunity to thrive and develop into an Account Director within time. Whilst they are not looking for somebody from a direct competitor within the Customer Experience space, they would ideally be looking for an experienced Account / Relationship Manager, ideally within an industry such as Software Sales or similar. Upselling within existing accounts is the role, if you are also a confident business developer this could certainly ne an advantage in their long-term plans. Job Purpose: Control and manage all aspects of sales related business to ensure retention and drive growth through annual sales targets Ensure that the business works in an efficient and effective way to enable it to deliver on customer demands both internally and externally. Functional Duties Shape and communicate the future direction of the designated accounts, ensuring all colleagues understand the business goal Generate excitement, enthusiasm and commitment to the achievement of business strategy and goals Lead by example Show commitment to driving business improvement, work to raise overall performance levels Persistent and reasonable A proactive can-do attitude Motivational - understanding the effect they have on others Compliant with policies and procedures Able to challenge in a constructive manner Working with the finance team to ensure invoices are paid and on time Customer Focus: Ensure as far as is possible that customer delivery exceeds expectations, and maintain customer relationship management Manage the relationship with all necessary levels of customer to achieve this To understand and challenge internal efficiencies, cost and challenge working practices that are not customer lead Strong understanding customer’s strategy and business Identifying new areas of opportunity and delivering business plans to support investment or strategic change for both existing and new business Agreeing and documenting an appropriate contact schedule for each assigned client account based on monthly, quarterly or bi-annual contact Writing account plans identifying new and additional areas for account revenue and growth Keeping the client informed of new products and services developed by the client Acting as the main point of contact for all assigned accounts including: identifying and solving any account problems making sure any set-up or CR deadlines are met monitoring and reporting on the actual services used - e.g. survey response rates, drop off rates, verbatim capture etc preparing account review packs and producing a contact report afterwards to be shared with the client and internal parties Planning and Organisation: Be proactive rather than reactive to resolve issues from arising Building knowledge of industry standard best practices and measures for collecting, measuring and reporting customer feedback Building knowledge of the product itself and how it fits with best practice Working with the Customer Service team, to ensure any helpdesk tickets raised are quickly resolved to the customer’s satisfaction Working with Sales Support Manager, to ensure current contracts and work orders are renewed on time Maintaining records of client details and account contacts in the appropriate database.