Senior Account Manager
Application Deadline: 4 June 2024
Department: Community Operational Support
Employment Type: Permanent - Full Time
Location: Cardiff
Compensation: £50,000 / year
Description
Amber is an award winning, fast-growing, vibrant business on a mission to fix utilities, save the planet and make people happy. We are an entrepreneurial business solving problems in the utility industry, currently going through an exciting phase of rapid growth against a backdrop of considerable change within the sector.
As part of our Net Zero Communities team, you will work for our clients who are primarily Landlords in the Build to Rent (BTR) Property sector. BTR homes are homes developed and built specifically for the rental market. Our Net Zero Communities (NZC) team provide a range of client and resident facing services designed to support Landlords in keep things simple, easy and as stress free as possible for the residents of their buildings.
Your role will be to directly manage a portfolio of clients in our fast-growing Build to Rent vertical. You will be an excellent communicator who is able to simplify complex matters. You will be the trusted advisor to the client, able to quickly assess their needs and wants and take accountability for the lifetime experience of clients from the moment they partner with us through the growth of the relationship.
What will you be doing?
* Ownership and management of your portfolio and delivery against CSAT / NPS performance
* Demonstrate understanding of the key verticals to enable informed conversations with stakeholders to reinforce the benefits of our services
* You will identify, document, manage and resolve client issues and proactively manage risks escalating as appropriate
* You will share regular reporting with clients and carry out regular reviews either monthly or quarterly in line with their contract
* Where client requirements are complex or bespoke, you’ll be front and centre to liaise with the operational and commercial teams to achieve the right solution
* You’ll develop a deep understanding of all the services and products for each client including the procurement and new contracting processes
* Represent clients internally ensuring that client outcomes are paramount, lobbying functional leads to prioritise client requirements
* Deliver a best-in-class experience that drives retention and opportunity ensuring that the value Amber brings is evident to the client throughout the lifecycle
* Work closely with the Growth channel to provide MI and a temperature check on areas of focus for improvement and areas ripe for product sales
* Manage tariff change processes ensuring that clients understand the decisions required and are responsive
What does good look like?
Essential:
* Account management experience with a track record of consistent success
* Experience within the Energy or Property sector
* Excellent stakeholder management skills and experience in conflict resolution
* Understanding the customer mind-set, acting as a customer advocate
* Ability to positively challenge the status quo, improve processes and ways of working
* Able to size problems, communicate them really clearly and help prioritise
* A 'can do' attitude, collaborative leadership, critical thinking and problem-solving skills
* Strong customer-facing skills and an ability to understand the needs of the customers
* Ability to manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced environment
Desirable:
* Experience in the Build to Rent Property sector, alongside Energy
* Experience in the effective use of CRM software, preferably Salesforce
Why Choose Amber?
Joining an incredible group of people, all on a journey to save the planet, why not? But really… the biggest reason people choose stay at Amber is down to our culture. We have a friendly, informal and relaxed culture, where you are encouraged to bring your true self to work day in, day out. We offer a flexible working environment meaning, you can work where, when and how you want to. We focus on output above everything else. Aside from this, we do also have our competitive benefits package… and not forgetting that we do have an unbeatable view from our Cardiff City Centre office, featuring a fully stocked bar, pool table and lots of plants!
* Private medical care
* Birthday day off
* Income protection
* Monthly, quarterly and annual social events!
* Enhanced primary and secondary caregiver scheme
* Loyalty vouchers
Here at Amber, we see diversity and inclusivity as a priority and we are always looking for individuals who bring something different to the team. We are an equal opportunity employer and we welcome applications from all backgrounds.
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