SF Recruitment has partnered with a high growth organisation looking to recruit an experienced Account Manager, to look after new and existing clients of theirs.
Salary: £42,500 + £5k car allowance.
Working pattern: remote working with travel to clients (predominantly around Southampton/Portsmouth) and occasional days in the Solihull branch. There will also be fairly regular travel to Northern Ireland.
Responsibilities
* Act as the primary point of contact for clients and product users, addressing inquiries, providing updates, and resolving issues or concerns.
* Cultivate and maintain strong, long‑term relationships with clients and product users, understanding their needs and ensuring their satisfaction.
* Manage a portfolio of clients and their subsequent product users, ensuring they receive exceptional service to enhance satisfaction and loyalty.
* Plan, schedule, and attend regular site visits across your region, delivering informative talks about our services and products.
* Monitor and analyze client account trends, identifying opportunities for revenue generation, cross‑selling, and upselling.
* Be the first point of contact for escalations related to client/product user queries, payment, tech, and other concerns.
* Work closely with customer support and in‑house teams to ensure that all client interactions are managed according to best standards.
* Address and resolve client/product user complaints, ensuring a positive client experience and swift problem resolution.
* Be an expert on the company’s products and services, ensuring complete understanding and effective communication with clients.
* Conduct virtual and face‑to‑face product demonstrations to ensure clients are fully aware of new technologies and service offerings.
* Provide feedback on insights and trends for the business to ensure client needs are addressed and expectations exceeded.
* Assist in onboarding new clients, ensuring a seamless transition and a strong foundation for a successful ongoing partnership.
* Provide client training on new software, products, and services and create training materials to support customer education.
* Organize and deliver virtual and face‑to‑face onboarding sessions for an efficient onboarding journey.
* Collaborate with the sales and internal teams to ensure timely and successful delivery of the agreement between both parties.
* Identify opportunities to upsell and cross‑sell new products, technologies, and services to clients and product users, contributing to the company’s revenue growth.
* Attend client events, manage new launch rollouts across all customers, and promote the value of the company’s offerings.
* Be a contributor to client engagement strategies, focusing on retention and satisfaction.
* Analyze customer insights and feedback to report to the head of client operations, with suggestions for client retention strategies.
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