Account Executive

Our client is seeking an Account Executive to join a busy and successful customer support team reporting to the Customer Relationship Manager and supporting Strategic accounts. This is an office based Support role working with a Strategic Customer Relationship Manager where there are two or more strategic accounts as a dedicated resource/single point of contact, providing excellent customer service and support with high levels of proactivity and visibility to all customer stakeholders both internal and external

• Support and nurture relationships ensuring development and retention of strategic customers. Build long term relationships with customers.
• Delivering exceptional customer experience and loyalty.

Roles and Responsibilities

• Support two or more dedicated strategic accounts working alongside a strategic CRM.
• Support and problem solve with a deep understanding of customer/business needs. Through a true partnership.
• Manage day to day customer enquiries/escalations, ensuring customer satisfaction remains paramount at all time; driven and measured through the use of a customer loyalty scorecard.
• Identification of opportunities, issues or problems before the customer is aware of them and presentation of potential solutions to the CRM.
• Be involved and aware of the process managed by the CRM support team aligned to agreed customer process.
• Provide proactive customer assessments through data and reporting in line with customers’ needs and expectations and be able to articulate the findings.
• Provide data and reports as required in order to identify value add projects and demonstrate innovation for the customer.
• Provide bespoke Management Information on a regular basis (as required by the client and CRM) to support their business and decision making process.
• Proactive monitoring of KPIs & SLA’s.
• Manage and maintain strong partnerships/relationships with both internal and external clients breaking down internal boundaries and potential silos.
• Support and understand the businesses approach to strategic account management.
• Support and lead any potential conference calls as requested and required by the CRM.
• Have a clear understanding of billing information and fleet utilization to ensure we achieve committed costs savings or baseline commitments.
• Support the customer loyalty agenda; providing regular and detailed feedback to the CRM that will drive the overall improvement agenda.
• Maintenance of customer information and optimization of customer portal usage.
• Support Service Improvement Plans where appropriate using the appropriate documentation as defined by CRM.
• Support the overall project management approach for new deployments and existing customer projects as per the agreed roles and responsibilities as defined by the CRM.
• Due to the nature of the role other tasks will be required by the company on an ad hoc basis.

Person Specification

• Essential Business and Sales Skills
• This role is a key function in the improvement of customer experience therefore all of the following skills will be utilised to the maximum;
• Proven customer service skills required in order to create, maintain and enhance customer relationships – put the customer first in everything they do
• High levels of self-motivation
• Excellent Time Management skills
• A methodical approach, combined with creativity, determination and persistence.
• Excellent verbal and written communication skills.
• Minimum 3 years of Customer/Account support experience
• Must be able to quickly understand the client, their products and their industry
• Strong customer negotiation/liaison skills
• Communication techniques and skills
• Excellent and innovative presentation techniques and skills
• Excellent problem resolution and high levels of proactivity
• Essential Computer Skills
• Must be fully conversant with all MS Office, to include; Excel, Word, Outlook and Power point
• Good data manipulation and understanding
• Essential attributes
• A passion for personal success, professionalism, integrity and problem solving
• A natural forward planner who critically assesses own performance
• Reliable, tolerant and determined
• Able to get on with others and be a team-player
• Lives and breathes quality and right-first-time attitude