Working closely with the Head of BT Business, within this role you will be responsible for profitably retaining, developing and growing a portfolio of existing customer accounts. Your key success indicators will include achieving or exceeding business targets expressed in terms of revenue, new product revenue growth, and customer satisfaction. You will develop effective, multilayer relationships with customers, demonstrating knowledge of their business and decision‑making processes across the organization to add value and exceptional engagement, becoming a trusted and valued partner. You will own the customer relationship on behalf of BT, enabling other teams to deliver service and products by working closely and communicating clearly and openly. You will also be responsible for retaining the customer base against aggressive market competition, maximizing the BT growth story and network benefits.
This role is accountable for the creation and development of an account/win plan for all re‑sign and growth opportunities, demonstrating required actions and effective engagement of the virtual team. You are expected to conduct customer meetings and engage in dialogue that supports retention and growth campaigns, front all commercial and contractual activity, and accurately record all sales activity on the central CRM system. You will be required to understand and be able to sell the current and future benefits of the EE/BT network and all propositions and value‑added services.
You will act as an ambassador both externally and internally, demonstrating best‑in‑class sales behaviour and delivering excellent customer experience results, while continually learning about the industry and new products and services.
What You’ll Be Doing
* Accountable for developing successful, sustainable, and profitable long‑term relationships with customers, including senior leadership team escalations where appropriate.
* Accountable for developing a strong understanding of the customer’s requirements and transformational roadmap.
* Ensure robust account development plans exist for each customer, accurately portraying the competitive landscape and how BT is positioned within it.
* Use extensive knowledge of BT products and services to deliver commercially sound complex customer solutions and managed services while maintaining a positive experience for customers.
* Accountable for improving customer satisfaction, increasing Net Promoter Score within the account.
* Define, develop, and own key customer relationships and contact strategy.
* Account for the new sales elements of the P&L of the account base, including budget alignment and resource utilisation for winning new business with autonomy, while adhering to BT’s code of practice.
* Accountable for personal development, ensuring full knowledge of the portfolio and the ability to sell a value proposition.
Essential Skills / Experience
* Profitably retain, develop, and grow a portfolio of existing customer accounts, achieving or exceeding business targets in revenue, new‑product growth, and customer satisfaction.
* Continuously develop the growth pipeline.
* Create account/win plans for all re‑sign and growth opportunities, demonstrating required actions and effective virtual team engagement.
* Develop effective, multilayer relationships with customers, demonstrating knowledge of their business and decision‑making processes to add value and exceptional engagement, becoming a trusted partner.
* Conduct customer meetings and dialogues supporting retention and growth campaigns, front commercial and contractual activity, and accurately record all sales activity on the central CRM system.
* Own the customer relationship on behalf of BT, enabling other teams to deliver services and products through close collaboration and clear communication.
* Operate within published commercial and contractual guidelines, making effective use of escalation routes.
* Act as an ambassador externally and internally, demonstrating best‑in‑class sales behaviour and delivering excellent customer experience results.
* Retain customer base against aggressive market competition, maximizing the BT growth story and network benefits.
* Identify value‑added service opportunities to sell and grow revenue.
* Translate account plans into actionable steps for self and virtual team.
* Maintain a successful track record of delivering sales accounts across corporate accounts, with addressable spend over £1m.
Our Package
* On‑target commission.
* BT pension scheme: minimum 5% employee contribution, BT contribution 10%.
* From January 2025, equal family leave: 18 weeks at full pay, 8 weeks at half pay, and 26 weeks at statutory rate.
* Enhanced women’s health support, including help with menopause symptoms, cancer screenings, period care, and more.
* 25 days annual leave (excluding bank holidays), increasing with service.
* 24/7 private virtual GP appointments for UK colleagues.
* 2 weeks carer’s leave.
* World‑class training and development opportunities.
* Option to join BT Shares Saving schemes.
About Us
With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally. We are a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from large household names and government departments to sole traders and new start‑ups. We value diversity and inclusion and believe in making a positive impact by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive. We also offer reasonable adjustments for the selection process if required, so please inform us if you need them.
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