Account Manager

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Company Background

Since its inception in 1997, Sportsafe now employs over 60 staff across three offices in Essex (head office), Manchester, and Scotland.

Sportsafe offers supply, installation, inspection and maintenance of play, sports and fitness equipment to more than 10,000 customers from the Shetland Isles to the South Coast in the UK, including private schools, sports centres, care homes and more than 100 county councils and fire, police, and NHS authorities. The company is ISO 9001, ISO 14001, ISO 45001, SafeContractor, RPII, and CHAS accredited, and a member of ROSPA and AFPE.

Sportsafe has six core values: Trust, Integrity, Pride, Passion, Enjoyment and Respect, which are the backbone of the company\’s vision for the future.

Key Role Challenges

• Fast-moving environment with responsibility for multiple accounts simultaneously
• Ability to manage high volume without compromising service standards and customer experience
• Promote the wider product and service offer of Sportsafe

Reason for hire

Due to a recent promotion, we are looking to replace this person within the Sales Team.

The Role

Reporting to the Sales Manager, you will be assigned client accounts to manage their inspection, repair and product sales and the delivery of these purchased services whilst educating them on the wider offer at Sportsafe.

Responsibilities

• Be responsible for customers who are allocated to you and deal with queries, bookings and returns.
• Be responsible for ensuring accurate information is obtained from the customer and entered into the CRM System, and all relevant procedures are followed.
• Be responsible for raising all inspections, call outs, repairs and customer requests, and sales orders.
• Inspection orders must always be raised a minimum of three months in advance.
• Ensure all planned orders are confirmed at least two weeks in advance and no jobs go out unconfirmed; this requirement will be extended in the lead up to holiday periods and notified accordingly.
• Working closely with the Operations Director and Logistical Planner to ensure any returned work is rebooked and reconfirmed, within the same week where possible, reducing the return figures and maintaining a high level of customer service.
• Be positive and motivated in your approach and provide support to your colleagues.
• To own and nurture the relationship between Sportsafe and our customers, being the point of contact to explain inspection reports and convert remedial quotes into sales orders.
• To be an ambassador of Sportsafe and promote the wider range of products and services to our customers.
• To exceed sales, conversion, leads and calls targets set, to report weekly on progress and to maintain these records accurately and accordingly.
• Evaluate your accounts\’ sales and recommend new strategies for performance improvements.
• Address business enquiries from customers and team members in a professional manner.
• Resolve business issues and ensure that all escalated issues are closed.
• Work in compliance with company policies and procedures.
• To ensure all procedures in the company handbook are adhered to and to ensure paperwork is completed correctly.
• To ensure customer satisfaction is given to all customers, no matter how large or small.
• To abide by company rules, Health and Safety and quality policies.
• Carry out all reasonable tasks, requests or projects as requested.

Minimum Experience required

• Significant and demonstrable account management experience within a B2B environment.
• Competency in managing customer relationships via telephone and email contact
• Experience in implementing and maintaining an internal sales process.

Key Skills, Characteristics and Experience

• Must have a proven track record in sales, having exceeded quarterly and annual revenue and profit targets over several years.
• Experience working in a fast-paced office environment.
• Commercially astute with a strong understanding of sales processes.
• Experience in using a CRM system is essential.
• Experience in key account management.
• Of the highest ethical standards.
• Experience with dealing with customer service and field engineers\’ queries.
• Clear telephone manner

Competencies

• Organised, operationally strong with a fundamental understanding and experience of running robust business processes
• Bright, charismatic, inspirational character with the ability to gain credibility, internally and externally, quickly
• Excellent communicator, able to articulate and deliver messages effectively with excellent presentation skills, with an open and direct style
• Have the intellectual capacity to articulate the company\’s strategy internally and to customers
• Able to lead and adapt to change
• Team player with strong determination to succeed
• Excellent negotiation skills
• Hands-on, can-do attitude
• Enthusiastic
• Decisive
• Challenging, ambitious
• Autonomous

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