JOB PURPOSE
An Account Manager operating throughout the Wirral. The role is primarily to account manage our silver customer on a specific territory, upsell and grow the accounts and retain business in line with the company targets and objectives. The company's mission is to be the leading independent provider of commercial waste services in our chosen conurbations. To achieve this by dynamic growth and exceptional customer service. With a workforce who are responsive, customer-focused and are Right First Time in their work.
MAIN TASKS AND ACTIVITIES
Directly responsible for effective customer contact to stop them from cancelling their contracts with the company
Building an internal relationship with the relevant manager’s / administration teams to ensure we respond to any underlying customer concerns to support with phone calls site visits
Ensuring these relationships with customers reducing exposure to potential bad debts
Help design, implement and maintain a set of comprehensive policies and procedures. Post call new business cancellations, BDM leaves, call their most recent customers, to provide the one-month phone call, sited dates
Introduce visit/call plans to all silver customers
To be pro-actively supporting Marketing to increase positive Google reviews, in turn aiding with new case studies
Proactively contact new customers after their first 6 weeks to introduce our other services
Identify new business opportunities within existing customer portfolio including up-selling and cross-selling ‘golden nugget’ customers and proactively individually up-sell our services e.g. conversion to full TWM customersThese responsibilities are to be completed in line with company procedures and include internal duties:
Maintaining relevant information systems including CRM
Reporting to line manager and/or Directors on account progress and potential opportunities
Assist with the Credit Control and Finance teams to ensure that payment terms are adhered to and reduce debtor days by including debt discussions as part of review meetingsOTHER DUTIES INCLUDE BUT ARE NOT LIMITED TO:
Acting as the key contact for some of our lower value key accounts and liaising with departments internally to provide excellent levels of customer service
Handle inbound, telephone, customer retention enquiries
Set your own appointments resulting from these inbound enquiries
Manage the P&L of individual customers so that revenue is retained and increased, and profit margins meet and exceed agreed targets
Resolve any conflicts or issues
Continually review the service offering to ensure that customer requirements/expectations are met, facilitating service changes where necessary
Ensuring all contracts and relevant paperwork is updated as required
Maintain an excellent knowledge of company service offering and the waste management industry as well as being responsive to changes within the sectors/markets of customers in your portfolio
Job swap day, a day out with a BDM and day for a BDM to work with you to gain an appreciation for each other’s roles, and build a mutual relationshipSKILLS REQUIRED:
Ability to sell, up-sell and account manage
Personality traits of being both approachable and personable whilst being tenacious not to allow cancellations
Self-confident, enthusiastic and with the ability to communicate at all levels using a variety of forms such as written and verbal
Ability to learn and adapt to a variety of software systems including CRM
Ability to proactively plan and prioritise immediate and future work