Account Executive (Customer Relationship Management)

Our client has built their reputation on delivering exceptional customer service, and this ethos runs through the business at every level. The most important criteria that this company require from successful candidates are people who are passionate about quality, exceptional service levels and have high levels of integrity

This is an office based support role working with a Customer Relationship Manager to manage two or more key 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 key accounts working alongside a Customer Relationship Manager (CRM)
• Support and problem solve with a deep understanding of customer/business needs.
• 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.
• 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
• Proactive monitoring of KPIs & SLA’s.
• Manage and maintain strong partnerships/relationships with both internal and external clients
• Support and understand the businesses approach to strategic account management.
• Support and lead any potential conference calls as requested and required by the CRM.
• Support the customer loyalty agenda; providing regular and detailed feedback to the CRM that will drive the overall improvement agenda
• Support Service Improvement Plans where appropriate

This role is a key function in the improvement of customer experience therefore all of the following skills will be utilised to the maximum

Ideal Candidate will have/be:

• 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
• Must be fully conversant with all MS Office, to include; Excel, Word, Outlook and Power point
• Good data manipulation and understanding

Competitive Salary plus 5 weeks holiday, pension, life assurance, free parking and childcare vouchers