Customer Account Manager in Manchester

Location: Manchester (Hybrid working, 3 days office, 2 days home)

Salary: to £28-35k Dep on experiences + £8-10k Commission + Bens

Our client, an expanding and dynamic provider of managed services is looking to recruit a Customer Account Manager to join their customer excellence and account management team.

Main purpose of Role: Working closely with the named Account Directors across a nominated Account Roster and the broader business functions to support the creation of the best possible Customer Experience, Retention of Annual recurring revenues and incremental Account spend. As part of the overall engagement, support the Account Directors in working to drive cross sell and upsell opportunities to broaden the company’s footprint and wallet share within each account, work with the account teams to identify opportunities and deliver the overall Account Plans and objectives. Within their own named accounts, work to ensure retention of the recurring revenues, development of incremental and X-sell opportunities to deliver incremental gross margin. Achieve incremental GM targets and revenue retention targets.

SCOPE OF RESPONSIBILITIES:

• Take a leading role supporting the Account Director within named Accounts on run rate business.
• Work closely with the team to bring new contacts and opportunities to light through close customer management.
• Engage directly in their own named accounts drive growth and ensure the retention of the support renewal and recurring revenues.
• Continue to develop incremental opportunities by identifying cross – sell and upsell prospects to generate additional gross margin.
• Compiling customer quotations and processing orders.
• Work closely with the service delivery team to ensure both continuous service improvement and the evolution of services.
• Support the account team in understanding the wider customer requirements, objectives and business drivers.
• Providing a highly professional service to customers at all times.
• Ensure the in-house CRM system (Salesforce) is maintained and kept up to date.
• Maintain a good knowledge of the portfolio, this includes participating in sales enablement training and engaging with vendors on Opportunities.

Person Specification:

Technical Profile:

• Experience in UCC, UCaaS, CCaas, Network Infrastructure, Secure Operations and CX solutions within Public Sector and/or Private Enterprise customers.
• A good understanding of mobile and WAN.
• Demonstrable ability to achieve targets from account management activities.
• Experience of working with field account managers to generate additional contact points and opportunities.

Traits and Behaviours:

• Focus on customers – committed to providing the best service to our customers in all that they do.
• Working Together – Working co-operatively with colleagues, customers, partners and suppliers. Gains support from others. Relationship driven and ‘human.’
• Can Do Attitude – Takes personal responsibility for getting things done.
• Growth – Proactively seeks ways to improve and grow the business.

Personal Attributes/Skills:

• Excellent customer service and communication skills.
• Good commercial acumen, highly goal orientated/achievement driven with the ability to deliver at pace.
• Technically oriented with a natural curiosity and ability to quickly develop an understanding of current and future trends in business technologies and the business and portfolio.