Customer Service / Customer Success Team Leader in Belfast

Location: Belfast (Office-based at least 4 days per week)

Reporting to: Head of Customer Growth

Are you an experienced Sales professional with proven experience in leading Account Executives and Inside Sales teams to meet revenue targets whilst ensuring exceptional customer service standards and driving continuous improvement in sales processes? This is a player/manager role with responsibility for operational management, coaching and development of the team. You will also act as the bridge between strategic direction from senior management and day-to-day operational excellence, whilst maintaining direct customer relationships to support the team and understand market dynamics.

Key Responsibilities:

• Provide team management and leadership to foster a collaborative, positive team culture focused on customer success and revenue growth.
• Ensure growth and development of team members through ongoing sales coaching and skills development, identifying needs and progressing development actions, sharing best practice and facilitating knowledge sharing to support performance and career development.
• Be accountable for revenue and budget (including own quota), ensuring team delivery of monthly, quarterly and annual revenue, and reporting on performance metrics & forecasting.
• Manage day-to-day sales operations and workflow distribution ensuring high standards are maintained in line with service level agreements, customer satisfaction metrics and internal quality standards.
• Support and manage sales campaigns in collaboration with Account Managers.
• Ensure consistent exceptional customer service across the team, through maintaining direct relationships with key accounts and supporting team members with complex situations and escalation resolution.
• Collaborate with other teams such as Account Management, Customer Success, Marketing and IT teams on campaigns and lead generation, data quality, systems and processes.

Qualifications:

• Demonstrable leadership and management experience and skills with the ability to motivate, inspire and develop teams.
• Knowledge of performance management and coaching techniques.
• Ability to maintain a deep understanding of customer needs and market dynamics with a strong focus on and understanding of customer service and satisfaction principles and practice.
• Able to communicate effectively, using influencing skills, facilitating meetings, presenting data and insights to senior management.
• Strong understanding of inside sales and account management processes, revenue models, business drivers and the competitive landscape.
• Analytical skills to analyse performance data to identify trends and opportunities.
• 3-5 years management experience in a sales environment.
• Previous experience managing inside sales or account management teams.
• Proven history of achieving revenue targets through team performance.
• Experience in coaching and developing sales professionals.
• Experience with CRM systems (MS Dynamics preferred).
• Proficiency in MS Office applications, particularly Excel for data analysis.

Be part of a vibrant and growing team that embraces customer service excellence, drives achievement of revenue targets, and develops our team members. Please apply if you’d like to work for a global company that is helping make the working world more sustainable, safer, cleaner and fairer, with great colleagues and a good pay and benefits package. We are committed to equity, diversity and inclusion in our practices and workforce.

For more than 30 years, Achilles has protected organisations’ business interests and reputations by providing unrivalled levels of supply chain transparency, carbon reduction and management. We are the ESG and carbon management partner of choice for the world’s leading global brands.

Achilles specialises in supporting customers that require truly robust environmental, social and governance reporting to fully comply with ESG regulation, meet investor requirements, and achieve their own ambitious sustainability goals. We work with market-leading financial, industrial, commercial, and governmental organisations requiring the serious, detailed analysis and expert insight necessary to deliver exceptional reporting confidence.

Operating from 22 locations worldwide, Achilles is at the forefront of the battle against climate change, a champion for social justice and human rights, and an expert in health, safety, and risk management.