Overview
Desk Based Account Manager | Reigate (Onsite)
Desk Based Account Manager (DBAM) at inTEC Group plays a pivotal role in driving growth, cultivating relationships, and delivering exceptional service to a portfolio of business clients—all primarily through remote channels. Operating from an office environment (with flexibility), a DBAM is responsible for proactive account management, up-selling and cross-selling products and services, resolving client issues, and ensuring overall customer satisfaction.
Responsibilities
* Account Management: Serve as the primary point of contact for assigned business accounts, developing strong, long-term relationships with decision-makers and stakeholders.
* Understand client business and needs to provide relevant solutions and support.
* Conduct regular reviews via phone, email, and video conferencing to monitor satisfaction and identify opportunities.
* Document account interactions and updates in CRM systems for accurate records and pipeline visibility.
* Sales and Revenue Growth: Identify cross-sell and up-sell opportunities; collaborate with sales, marketing, and product teams; achieve targets; deliver tailored presentations and proposals.
* Customer Service and Issue Resolution: Address queries and service requests promptly; coordinate with internal teams to resolve issues and ensure swift resolutions; monitor SLAs; follow up to ensure satisfaction.
* Account Planning and Strategy: Develop account plans, map decision-makers, evaluate risks, forecast growth, and track performance.
* Collaboration and Communication: Work with field sales and business development teams; share feedback with product/marketing; participate in training and development.
* Reporting and Administration: Maintain records of interactions and pipeline; prepare regular reports; ensure compliance with policies and data protection standards.
Essential Skills and Competencies
* Excellent verbal and written communication for remote client engagement.
* Strong negotiation and influencing abilities; focus on win-win outcomes.
* CRM proficiency, Microsoft Office, and virtual platforms (e.g. MS Teams).
* Organisational and time management skills; manage competing priorities.
* Analytical mindset for data-driven decisions and performance tracking.
* Proactive problem-solving and continuous improvement mindset.
* Team player with cross-department collaboration.
* Professionalism, integrity, and customer service orientation.
Experience & Qualifications
* Degree or diploma in business, sales, marketing, or related field (or equivalent experience).
* Experience in account management, inside sales, customer service, or similar desk-based role.
* Track record of achieving sales and customer satisfaction targets.
* Experience managing B2B client relationships is highly desirable.
Key Performance Indicators (KPIs)
* Account retention and growth; achievement of sales/revenue targets.
* Client satisfaction and Net Promoter Score (NPS); timely issue resolutions.
* CRM updates and reporting quality; training adherence.
Recruitment Process
We want the best people to join our team. Interviews are a two-stage process: meet the team and view the offices. Come prepared with questions.
Our Values
* We are curious.
* We are open.
Our Community
* Community – support charities, clubs, and volunteer groups.
* People – hire and develop great people.
* Environmental Management – responsible and ethical practices.
Our Culture
Across UK and Irish sites, Culture Champions help make inTEC a great place to work, organising events and fostering engagement.
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