Key Account Manager
Permanent Position
Competitive Salary
Hybrid role
Telecoms
Must be available to be in the Irlam office 3 days per week
Main Responsibilities
As a Key Account Manager, you will be responsible for developing and maintaining relationships with strategically important customers. You will be accountable for identifying opportunities to increase the value delivered whilst increasing new connections to the network and honouring our contractual commitments. You will use your experience and in depth understanding of telecoms service fulfilment and assurance to ensure exceptional service quality is delivered for company residential and business products with a key focus on strategic opportunities.
Key results area:
* Responsible for key customer relationship management, delivering high quality customer service to internal and external customers, responding to, and resolving account service issues.
* Understand market movement and identify strategic opportunities that keep us a competitive and attractive partner.
* Work with our B2B and partner sales teams to maximise order volumes.
* Understand strategic goals of customers and develop products and services offering to support those goals.
* Locate in customers offices and collaborate to fully understand their needs and identify opportunities for continuous service improvement.
* Provide reliable and high standard of service as the dedicated point of contact.
* Co-ordinate the delivery of all services to your customers using product and service specialists as required.
* Have intricate understanding of contractual obligations and conditions.
* Monitor agreed SLAs and be the Voice of the Customer (VoC) to hold internal teams to the highest standards.
* Deliver regular service and business reviews with customer and internal stakeholders to review performance, risks and opportunities.
* Clear, professional, and effective communications via teams, telephone, email, or face to face meetings.
* Maintain up to date records on behalf of the customer using the appropriate systems and processes.
* Co-ordinate any ad-hoc customer requirements.
* Ensure service levels are maintained including validated invoices, queries progressed to resolution.
* Ensure all support groups are performing to the expected standards and liaise with internal departments / suppliers to ensure swift resolution of fulfilment or assurance activities.
* Develop and support peer relationships both within operations
* Support management with development by leading workshops and liaising with other teams to help the continuous improvement of processes and customer experience.
* Effective time management ensuring tasks are effectively complete with agreed timeframes.
Relevant Experience
Essential
* Proven experience in a key account management role in the utilities sector (preferably telecoms)
* Excellent communicator and experience presenter
* Experience of building strong relationships both within FFL and with stakeholders
* Demonstrate personal flexibility and mobility
* Computer literate and advanced skills in MS Office software suite of tools
Desirable:
* ITIL Foundation
* ITIL Service Operations
* Six Sigma (Green Belt)
* Good understanding of CRM platforms and data flows via APIs