Job Role: Account Manager
Reports to: Head of Customer Service and Account Management
The Account Manager will sit within the Account Management team. The primary focus of this role is to deliver exceptional customer service at all times within the existing managed support customer base. The Account Manager will be required to work closely with the Account Management Team, the Service Desk and the New Business Development Executives. The role will require excellent organisation, communication, and relationship building skills.
To work with the Account Management team to look after a number of existing clients; attending regular account review meetings, building relationships and identifying sales opportunities to build pipeline.
To produce regular reports from Autotask for clients to provide information regarding infrastructure age and performance as well as ticket reports.
To work with the Service Desk to ensure that incidents are dealt with efficiently and customer expectations are managed correctly.
To produce contractual paperwork and liaise with clients in advance of renewal dates to ensure client retention.
To assist with conducting new client on boardings for users, clearly setting expectations from the start.
To support the New Business Development Executives in nurturing new clients for the first six months, facilitating a smooth handover to the Account Management team.
Constantly review and suggest improvements in our customer service approach to ensure excellence in customer management and communication.
Liaise with 3rd party vendors and internal procurement department to ensure quick turnaround on quote requests.
To provide administration support to the Account Management team as needs require.
Excellent communication skills essential
Ability to manage a diverse workload and work calmly under pressure
An organised and methodical approach to tasks
Customer service remaining the driver at all times
Exceptional team working skills
Hours of work
Monday to Friday 9am–5.30pm (occasionally overtime may be required to fulfil client requirements).
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