About the role
As an Account Manager, you will work closely with the sales and wider client success teams to ensure clients are engaged and well informed on the Kobas product, with particular focus on the highest value clients. You will contribute to reducing attrition and increasing client satisfaction as well as providing insight on client requests and industry trends to influence product strategy.
Customer‑focussed, organised and with the ability to manage multiple competing priorities, you will resolve and manage operational issues for our clients, acting as an escalation point to the wider client success team and driving the sale of additional client services. You will also work towards increasing product usage across the client base by maintaining strong client relationships across the client base.
Responsibilities
* Uncover, resolve, and strategically manage the challenges faced by our clients, leading to increased satisfaction and retention
* Work closely with high value accounts to ensure feedback points and requests are recorded and communicated to the wider team
* Assist the sales team in qualifying leads, demonstrating areas of the product and providing solutions for prospective client needs
* Act as an escalation point for client support requests and assist in account configuration and installs
* Attend regular meetings and deliver training for clients, both in person and online
* Contribute to the maintenance of the CRM, updating company and contact records and providing detailed account updates
* Drive the sale of additional products and services to existing clients, achieving growth in maintenance and PS revenue and working towards a Utopia grid
* Keep up to date with ongoing product releases and contribute to the development and maintenance of internal documentation and client facing resources
* Keep up to date with industry and competitor trends, attend events and maintain a network of contacts across the hospitality and technology industries
What you’ll bring to the table
* Self‑motivated, keen to learn and ready to take ownership of tasks
* Experience of and confidence in communicating with stakeholders at a range of levels is essential
* Experience working in hospitality and/or in EPoS software is an advantage
* Flexibility to work varied and additional hours where required (time off in lieu is provided)
* Travel and occasional out of hours work will be required and there may be a need to stay away from home
* Good Microsoft Office skills, particularly Excel, Word and Outlook
* Excellent communication skills, particularly over the telephone, with the ability to explain issues clearly and simply, both verbally and in writing
* Strong planning and organisational skills, able to prioritise workload effectively
* Accurate, with high attention to detail
* An ability to build a rapport with customers
* Persistent and resilient under pressure whilst retaining a strong eye for detail and a good sense of humour
* Logical and analytical, with a methodical approach to problem‑solving
* Good team player, yet willing to take personal responsibility for issues
* Self‑motivated, resourceful and keen to learn and share knowledge
* Flexible and hard‑working approach
What Kobas serves up
* Salary: Flexible and dependent on experience
* Remote‑first ethos, with the flexibility to work at a location where it works for you
* Equipment for your working from home setup
* Flexible working hours to balance out other life priorities
* 25 days annual leave, plus bank holidays and annual increments with service
* Annual social calendar and other treats
* Private medical insurance and employee assistance program
* Discounts at various retailers
* Strong training, leadership and direction whilst fostering autonomy
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