Key Account Manager in Manchester

Location: Manchester.

Job Overview

In a fast-paced, global business, provide excellent customer service to new clients through outbound calling, by proactively contacting clients to arrange their onboarding call and offer additional training to disengaged users. Contribute to increased engagement and retention rates and improve client sentiment and online reputation. Contribute to the business's Super-duper service strategy whilst exceeding individual KPIs and embrace our company values with every interaction. Being the key point of contact and subject matter expert for our partners, high-value intermediaries and brand ambassadors. Reports to Head of Activation & Engagement.

Hours of work: Monday – Friday, 9am – 5:30pm.

Day-to-day responsibilities:

• Manage multiple high-value accounts autonomously, demonstrating accountability, initiative and strong organisational discipline.
• Take ownership of the implementation and ongoing account management of our key and high-value client base.
• Carry out proactive implementation calls to new clients to welcome them to the service and provide them with an overview of the system and assist with the set-up of their account and conduct on-site visits when applicable.
• Continue to account manage each onboarded client during the first 30 days of their service agreement, keeping an accurate record of discussions with each client on Salesforce.
• Post onboarding – regularly engaging with our key accounts by conducting quarterly health checks and annual service reviews.
• Contribute to BrightHR's business goal of migrating all HRonline users to BrightHR.
• Take ownership of any Service Issues raised by the client, keeping an accurate account of the client's concerns on the relevant CRM system.
• Conduct demonstrations of BrightHR by webinar for prospect clients and those wishing to migrate from HRonline.
• Ensure all Service Level Agreements are adhered to at all times.
• Meet and exceed all Key Performance Indicators.
• Contribute to team targets, paying particular attention to customer experience and feedback.
• Conduct site visits and client meetings to strengthen relationships, understand business objectives, and identify opportunities for additional value.
• Ensure all client communications, deliverables and follow-ups are completed with excellence and attention to detail.

Key Requirements:

• Customer service experience is essential.
• The ideal candidate will have experience in an Account Management role or similar.
• Must have excellent listening skills and be able to communicate with clients and users of varying technical ability.
• The ability to work in a fast-paced environment.
• Able to adapt to change.
• Can take responsibility for own product knowledge.
• Able to communicate at different levels throughout the business.
• Passionate about delivering exceptional client experience at every touchpoint.

BrightHR Benefits:

• Enhanced holidays: 25 days increasing to 27 after 2 years service and 28 after 5 years service (22 Days for Field Sales).
• Private health care cover after 5 years service.
• New business referral scheme.
• Access to Health Shield.
• Access to the EAP service.
• Refer a friend scheme.
• Paid birthday leave.
• Pension scheme contribution increasing to 5% after 5 years service and again to 7% after 7 years service.
• Group life insurance.
• Eye care contribution.
• Free fruit (office-based staff).
• Travel Season Ticket loan scheme.
• Milestone recognition.
• Discounted products.
• Manchester City centre parking (AO Arena) / First Bus Travel Club Membership / Microsoft Home User programme / Anglian Home Improvements.
• Pace health Club (situated in the Park Inn) discounted gym membership and spa treatments.
• Park Inn 20% food and drink discount.
• New Century 20% food and drink discount.
• Revolution De Cuba 20% food and drink discount.
• Cycle 2 Work scheme after probationary period.
• On-site Gym.
• Bright Exchange perks.

Values & Behaviours:

• Living the company values of We care, We take action, we innovate, we inform, and we do the right thing.
• We lead by example and recognise those living our values.
• We drive the narrative by inspiring and engaging our team.
• We collaborate with rigor and embrace diversity of thought.
• We deliver with a united voice.
• We take ownership by staying close to team performance by Super Coaching and Walking the Walk.
• We keep our approach simple and stick to the playbook to deliver on promise.
• We think critically and commercially, assess the situation before jumping to the solution.

BrightHR is an Equal Opportunity and Disability Confident Employer, committed to diversity and inclusion without regard to protected characteristics. We are BrightHR; the only software powered by HR, health & safety, and legal experts. Everything you need to simply manage your staff, all in one place, PLUS free tools to set your business apart. We are on a mission to transform people management for businesses. We’ve been making life easier for employers since 2015 with our range of innovative software, providing HR, H&S, and business support to over 95,000 businesses globally.