Customer Account Manager

The Role:

• Location: Home or Cardiff based – this role will be based in Cardiff or along the M4 Corridor– travel will form part of the role
• The main purpose of the position is to effectively manage the customer’s relationship to ensure that the following customer objectives are met: Provide profitable business, Renewal of contract, Maximise available revenue opportunities with the customer.
• To plan the projects with the appropriate project manager at customer sites to ensure full functionality according to the specifications. The account manager will co-ordinate the site meetings with the project manager throughout the life of the projects, in order to ensure that the project milestones are met through to conclusion.
• To liaise with the appropriate project manager to manage all resources including suppliers throughout the project to ensure sufficient resources are available throughout the life of the projects.
• To price the projects based on the information provided to them via scope of work or “ad hoc” work request,
• To be responsible for all project activities to ensure that the projects are completed in a timely and cost effective manner.
• To be the key contact for the customer and to attend regular review meetings with the customer contacts within the customer’s business.
• To establish and maintain effective communication links with other internal departments to ensure that the customer objectives are achieved.
• To liaise internally within the organisation to resolve any customer issues that arise, to provide feedback to relevant company departments about complaints and problems with the goal to ensure that these issues do not arise in the future.
• To maintain accurate records of all customer contractual information.
• To prepare or review the regular customer reporting information that is provided to the customer.
• To report on a weekly basis any significant opportunities, issues or threats with their account
• To be the “customer’s champion” in all matters relating to support and service delivery.
• To ensure that all SLA and KPI targets for designated customer are achieved.

What the company is looking for in the successful candidate:

• Seeking a candidate with strong account management experience – ideally service industry/our sector if possible.
• Enthusiastic, creative and energetic with the ability to “think out of the box”
• Passionate about customer service
• Responsible attitude in responding to customer queries in a timely manner
• Flexible, with ability to work extra hours during evenings or weekends to meet deadlines and help out where required.
• Well-presented professional appearance, especially when assisting at sales or customer events or when meeting customers face to face.
• Possess current driving licence – ideally with no endorsements.
• Mobile – travel to customer meetings will be required, willing to drive the necessary hours/distances to visit the customer sites.