Established in 1982, Bytes has grown rapidly and now employs over 800+ people across 6 locations in the UK and Ireland. Our turnover in Financial Year 2024 was in excess of £2bn. We work with SME’s, corporates and public sector organisations to modernise and digitally transform their IT infrastructures.
Your Future Starts Here
PURPOSE OF JOB:
To deliver exceptional administrative support to our account management teams and customers by overseeing specific tasks, ensuring timely completion, and adhering to established processes to achieve operational excellence and efficiency.
To drive annual growth in revenue by identifying upsell opportunities, overseeing the entire renewals process and assisting internal teams in meeting or exceeding targets.
KEY RESPONSIBILITIES:
* Manage Renewals Process: Oversee the end-to-end renewals process for vendor products, ensuring timely and accurate completion.
* Identify Upsell Opportunities: Proactively seek and capitalise on opportunities to upsell additional vendor products and services to existing customers.
* Support Internal Teams: Collaborate with internal teams to help them achieve and exceed their sales targets.
* Administrative Support: Provide high-level administrative support to account management teams, ensuring all vendor-related tasks are handled efficiently.
* Customer Support: Assist customers with their vendor-related enquiries and issues, ensuring a high level of customer satisfaction.
* Process Adherence: Ensure all processes are followed correctly to maintain operational excellence and efficiency.
* Reporting and Documentation: Maintain accurate records and documentation of all renewals, upsell activities, and customer interactions.
* Continuous Improvement: Identify areas for process improvement and implement changes to enhance efficiency and effectiveness.
INDIVIDUAL RESPONSIBILITIES:
* Be the primary point of contact for incoming queries and requests from customers and internal departments, ensuring responses are provided within our standard 4-hour SLA.
* Generate, monitor, and follow up on all quotations, and manage customer notifications for all contractual renewals.
* Ensure accurate processing of all orders and invoicing in accordance with operational procedures.
* Advise customers on licensing procedures and discuss purchasing options.
* Register deals for qualifying opportunities and understand how to maximise gross profit.
* Train customers and new starters on vendor portals and manage these.
* Provide team coverage as needed.
* Attend training sessions, webinars, and annual review meetings with Adobe.
* Generate additional business opportunities through strong customer relationships.
* Inform the Sales team of any changes in procedures, pricing, and promotions.
* Act as the central contact point for internal teams, including Accounts, Purchasing, and Sales.
* Update internal systems to ensure compliance and notification about agreement expirations
* Serve as the escalation point.
* Collaborate with the internal vendor BDM to identify and record upsell opportunities.
* Upload accurate price lists promptly
* Maintain a strong relationship with the Vendor Partner Account Manager through regular communication.
* Support team members during busy periods and assist with training.
QUALIFICATIONS, EXPERIENCE, & SKILLS:
* Minimum GCSEs (A-C) English & Mathematics
Other Requirements
* Good understanding of IT (specifically software) and Business IT challenges
* Interest in acquiring further knowledge to help progression within the role