Location
Leeds, West Yorkshire
We are currently working with a leading provider of tech services to the gas/heating industry, to recruit an Internal Account Manager based out of the Leeds office
The Role
This is a relationship-led, commercially focused account management role.
You'll spend a significant amount of your time on the phone, building relationships with engineers and other customers
This isn't a high-volume call-centre role. We want someone who can have genuine commercial conversations, build trust and influence people.
What You'll Do
- Identify opportunities to overcome objections and remove barriers to engagement.
- Explain relevant work opportunities and the benefits of remaining active on the platform.
- Encourage engineers to update their availability, skills and coverage areas where appropriate.
- Follow up consistently until an engineer is successfully reactivated.
- Continue managing the relationship after reactivation to encourage repeat usage.
Build relationships
- Become a trusted point of contact for your engineer portfolio.
- Develop strong relationships with engineers and understand their individual businesses.
- Take the time to understand what motivates each engineer and what type of work they are looking for.
- Provide a consistently professional and positive experience.
- Listen to feedback and identify recurring issues affecting engineer engagement.
- Work with internal teams to resolve problems quickly.
Drive commercial results
- Work towards agreed activity, conversion and reactivation targets.
- Prioritise your time based on engineer potential and likelihood of reactivation.
- Monitor engagement following reactivation and identify opportunities to increase repeat usage.
- Maintain accurate CRM records and ensure all follow-ups are completed.
- Analyse your own performance and continually look for ways to improve conversion.
- Test different messaging and approaches to understand what gets engineers back onto the platform.
- Collaborate with Operations, Sales, Customer Service and other internal teams.
- Share engineer feedback and insights with the wider business.
- Highlight opportunities to improve the engineer experience.
Who We're Looking For
We're looking for someone who is confident, commercially minded, personable and persistent.
You might currently be an:
- Account Manager
- Customer Success Executive
- Customer Service Advisor
- Business Development Executive
- Recruitment Consultant
- Account Executive
- Customer Retention Executive
The most important thing is that you're comfortable building relationships over the phone and influencing customer behaviour.
Experience working with engineers, tradespeople, contractors or other technical/field-based professionals would be particularly valuable.
You'll need to be:
- You can speak confidently with different types of people and quickly establish rapport.
- Commercially minded
- You understand that good relationships need to translate into measurable commercial outcomes.
- Naturally curious
- You ask questions rather than making assumptions. When someone says they're no longer interested, you want to understand why.
- Persistent
- You're comfortable following up and don't get discouraged by unanswered calls or initial objections.
- Customer-focused
- You genuinely want to understand the customer's needs and find a solution that works for them.
- Target-driven
- You enjoy having clear goals and seeing the impact of your work in the numbers.
- Organised
- You're able to manage a significant portfolio of accounts, prioritise effectively and keep on top of follow-ups.
- Proactive
- You don't wait to be told what to do. You look for opportunities, identify problems and take action.
Experience:
- Previous experience in sales, account management, customer success or customer service.
- Excellent verbal and written communication skills.
- Comfortable making outbound telephone calls.
- Experience building and maintaining customer relationships.
- Experience working towards targets or KPIs.
- Strong objection-handling and influencing skills.
- Good organisational and time-management skills.
- Comfortable using CRM systems and digital platforms.
Experience in one or more of the following would be advantageous:
- Renewable energy / cleantech
- Battery storage
- EV charging
- Heat pumps
- Heating / boilers
- HVAC / air conditioning
- Electrical services
- Construction
- Building services
- Field service
- Engineer or contractor networks
- Recruitment of engineers or tradespeople
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