In this role, you'll be at the forefront of delivering exceptional customer service within a specific industry sector, ensuring that every interaction aligns with or surpasses our established Service Level Agreements (SLAs). As a Key Account Support Executive, you will manage large, strategic customer accounts, cultivating strong and trusted relationships while understanding and addressing customer needs to guarantee satisfaction with Culligan's products and services.
You will serve as the main point of contact for daily account management, resolving queries, and engaging proactively with customers to foster long-term retention, satisfaction, and growth of accounts.
Requirements
* Deliver outstanding customer service with every interaction—whether it's through phone, email, or digital channels—while adhering to Culligan's high service standards and SLAs.
* Provide exceptional service by addressing customer inquiries and requests with professionalism and precision. This includes managing billing and payment questions, coordinating servicing, installations, and repairs, processing consumables orders, and facilitating contract amendments and account setups.
* Be the go-to person for addressing issues, conflicts, and escalations, ensuring that solutions are swift and effective to keep our customers delighted.
* Diligently document every customer interaction and activity in Salesforce and other pertinent systems.
* Cultivate and nurture one-on-one relationships with key customer contacts while working in close collaboration with our Key Account Executives.
* Facilitate seamless service delivery by coordinating with Customer Service, Field Operations, Delivery, and Operations teams to fulfill customer commitments.
* Engage in regular check-ins with customers and decision-makers to discuss needs, share valuable insights, and resolve any potential roadblocks.
* Prepare and maintain essential management data and master activities, including expenditure reports and asset information.
* Spot at-risk accounts through careful data analysis and create action plans to prevent churn.
* Conduct routine assessments of account health, evaluating service level performance, profitability, payment histories, invoicing, and debts.
* Take initiative in discovering opportunities for process enhancements and account growth.
* Regularly maintain and update customer portals to ensure all customer information is accurate and up-to-date.
Please note this role is based onsite at our office in Wolverhampton, Monday - Friday.
Benefits
* Sales Commission scheme
* 23 days' holiday + Bank Holidays
* Company Pension scheme
* Cycle to Work scheme available
* Employee rewards and discounts
* Option to join Health Care Cash Plan
* 24/7 365-day access to Employee Assistance Programme through Health Assured
* Access to on-going learning and development with our online learning platform
* Free onsite parking
* Life Assurance