Overview
In this senior level role you will be required to support and develop a team of Desk Based Account Managers. Taking responsibility for the ongoing advancement of team performance. Tasked with establishing, developing and managing quality relationships within a dedicated customer base, the Senior Desk Based Account Manager is challenged to take ownership and responsibility, earning the right to further develop each account within a technology framework, both with individual customer and across a wider team of direct reports.
You will play a key part in the customer journey and will be required to obtain and document important information about customer objectives and desired outcomes for success – feeding into defined development plans and review forums.
In addition, you will be expected to conduct regular customer review meetings, supporting customers with any queries or requests they may have, helping them to overcome
Data capture and cleansing will be at the forefront of the approach, helping to ensure best experience along with clear communication reach, as and when required.
Success will be defined across several quantifiable factors including relationship health scoring, contractual success, baseline performance and orderbook achievement.
Key responsibilities
* Oversee the day to day management of a team of Desk Based Account Managers, supporting in the achievement of key objectives and performance measures.
* Support in departmental reporting and analysis sessions.
* Leverage your personal skills to develop quality, meaningful customer relationships.
* Carry out commercial analysis to support with forecasting and planning.
* Maintain regular service reviews with customers, identifying and documenting challenges and
* Work within clear data frameworks, adopting best practices to ensure a quality customer experience.
* Lead on customer facing communication, helping to connect customers to resolutions and relevant areas of benefit, commercially, operationally and technologically.
Person specification, skills, knowledge and competencies required
* Experience in managing and leading people and teams.
* Experience in managing relationships, overcoming challenges and establishing resolutions.
* Good communicator – able to set and manage expectations.
* Understanding of CRM systems and basic data management principles.
* Customer Service skills – personable, good listener, attention to detail.
* Negotiation skills – capable of handling objections effectively.
* Prior experience supporting customers with a unified communication product set (voice, connectivity, mobility etc).
* Sales background with experience in quotation building and order submission.
* Experience in providing technical support in a business to business capacity.
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