Account Manager
Location
BenefitsPulled from the full job description
- Additional leave
- Annual leave
- Company pension
- Free parking
- On-site parking
Full job description
Job Specification: Key account manager (Customer Success team)
Contract: Permanent (6-month probation)
Reporting to: Chief Sales & Marketing Officer
Working Hours: Monday to Friday, 8:45 AM to 5:15 PM (predominately office-based, with travel as required)
About us
Exel Technology Group is a leader in providing sales and support in vertical markets. With a proven track record of success spanning over 25 years and exciting growth plans, we're seeking top talent to join our dynamic team.
Our company culture is rooted in 3 core values: Caring, courage, and dedication, driving us to deliver exceptional service. This commitment is reflected in our world-class Net Promoter Score.
Job Purpose:
Our company culture is rooted in 3 core values: Caring, courage, and dedication, driving us to deliver exceptional service. This commitment is reflected in our world-class Net Promoter Score. Furthermore, we prioritise customer retention and success as key differentiators, focusing on delivering exceptional customer experiences throughout the entire customer journey, from initial engagement to ongoing support.
Key Responsibilities:
Customer Relationship Management:
· Build and maintain strong, long-term relationships with existing customers within your assigned region.
· Proactively contact customers to understand their business needs and challenges.
· Conduct regular customer health checks and provide proactive support.
· Identify and address customer concerns and resolve issues effectively.
· Assist with the onboarding of new customers, ensuring successful system implementation and adoption.
Contract Renewals & Expansion:
· Manage the entire contract renewal process, including proactive outreach, negotiation, and closure.
· Identify and pursue opportunities to expand existing customer accounts through upselling and cross-selling.
· Develop and execute account growth plans for key accounts and rising stars
Data Analysis & Reporting:
· Track key customer metrics, such as customer satisfaction, contract renewal rates, and account growth.
· Analyse customer data to identify trends and areas for improvement from usage reports
· Prepare regular reports on customer activity and performance.
Internal Collaboration:
· Collaborate effectively with other departments, such as Sales, finance, and Support to ensure a seamless customer experience.
· Share customer feedback and insights with internal teams to improve product and service offerings.
· Manage internal resources to focus on customer outcomes
Miscellaneous:
· Immerse yourself into the industry, providing insight back into the team
· Attend industry trade events
· Play an active role in our digital marketing such as webinars and social media posts
· Ad hoc tasks to support the business needs
Required Skills and Qualifications:
· Proven track record in a customer facing account management role, consistently exceeding ambitious targets
· Strong understanding of customer relationship management principles and best practices
· Understanding of the importance of matrix management
· Exceptional problem-solving skills with a knack for identifying opportunities and influencing others
· Strong organisational and time management abilities
· Proven ability to deliver on plans and inspire team members to succeed
· Proficiency in using CRM software (ideally HubSpot & PandaDoc)
· Passion for sales and building strong customer relationships
Benefits:
· Competitive salary based on experience
· Generous commission structure
· Company pension scheme
· 25 days annual leave with the option to purchase up to 5 additional days per year
· Daily lunch, fruit, tea, and coffee provided
· On-site parking at our Mansfield offices
· Regular team and company activities
· Opportunity to join a well-established and successful business with ambitious growth plans
Recruitment Process:
· Submit your CV and covering letter
· Initial screening call: A brief conversation to assess if this role is a good fit for both parties.
· First interview: Discussion to learn about your experience and address any questions you may have about the business, role, and team.
· Second interview: Deeper dive into your experience, challenges, and cultural fit.
· Offer stage: If selected, we'll discuss terms and a start date.
Throughout the process, we'll keep you updated to ensure a smooth transition into your new role.
Job Types: Full-time, Permanent
Pay: £27,000.00-£32,000.00 per year
Additional pay:
- Commission pay
Benefits:
- Additional leave
- Company pension
- Free parking
- On-site parking
Schedule:
- Monday to Friday
Education:
- GCSE or equivalent (preferred)
Experience:
- Account management: 1 year (required)
Work Location: In person