As a Customer Account Manager within Technology, you will be committed to ensuring high-quality customer service is consistently provided by yourself to both internal and external customers alike. You will look after a large customer base, supporting accounts of varying sizes, with different needs, within a range of sectors.
You will work closely with the Head of Client Experience acting as the first point of contact to support you, assist with resolving escalated queries, follow best practice processes, increase revenue through product swaps and margin improvement, and most importantly create ‘raving fans’.
Your responsibilities as a Technology Account Manager will be:
* Take ownership of your own account base, while clearly understanding the teams accounts and the VIPs associated with each client.
* Providing first class customer service to both internal and external customers by consistently developing communication structure.
* Successfully grow your account base through cross selling and upselling, uncovering opportunities for all departments.
* Maintain buddy notes, ‘cheat sheets’ and best practice on a quarterly basis, ensuring that the ‘baton’ is passed successfully.
* Focus on increasing efficiencies, speed, accuracy and recognising opportunities for improvement to increase service, which includes more customer facing duties, but also back-office management.
* Be an ambassador for customer service, creating first class service and adopting the ‘Raving Fans’ principles.
* Continue to work closely with other areas of the business, creating internal ‘raving fans’ and sharing examples of positive results with your line manager.
* Deal with complex client situations, such as returns and warranty disputes, in a calm and positive manner.
* Be responsible for generating revenue, making sure all accounts remain profitable whilst also monitoring any potential losses/spend leakages and protecting margins.
* Complete margin exception reports across all account bases.
* Be accountable for processing orders, resolving customer queries, liaising with suppliers & arranging suitable delivery methods.
* Create strong relationships with suppliers, building a knowledge of which to utilise on various projects for clients.
* Making your customers aware of promotional activity and/or product development on their accounts.
* Making sure access to bid portals such as HP, DELL and Lenovo are set-up and ready to utilise.
* Source alternative and bespoke product lines for your customers, advise Business Development Managers of changes and suggestions.
* Be mindful of discontinued product lines for your account bases and correctly communicating any vital information, to avoid further issues & enable correct data management.
* Raise SO/SRT’s and ensure they correctly match original orders, removing any duplicates to prevent any queries.
* Update and fix NAV/Sprint/Phoenix to stop any repeat SO/SRT’s issues that may occur.
About you:
* You will demonstrate previous experience working within a customer service environment.
* You will display a passion for customer service with the ability to build long lasting ‘raving fans’ with internal and external customers.
* You will have a flexible and adaptable approach, thriving in an every-changing environment.
* You will be an enthusiastic communicator, with the ability to encourage an open and honest atmosphere.
* You will be motivated and promote a positive and fulfilling work environment within the Technology Team.
* Highly proficient with Microsoft office packages.
About us
We are proud to be a successful, purpose-driven organisation that is on an exciting journey to achieve an annual turnover of £100m by 2025.
Commercial are business transformation specialists. We transform business impacts and experiences by applying original thinking to everyday practices.
We specialise in Managed IT, Smart Technologies, Managed Print Services, Technology, Interiors, Office Supplies, and PPE, Facilities and Workwear.
We invest in our people so they are experts in their field, excel within their environment and continue on a journey of growth and development, personalised to them.
We are #commercialbynature.
Benefits
We commit to ensuring all our employees feel truly valued and appreciated for the work that they do, every day. As a member of the Commercial team, you will receive the following:
* A base salary of up to £30,461 per annum
* An annual bonus scheme of £1000, paid quarterly upon successful achievement of KPIs and customer service survey feedback
* A generous holiday allowance of 25 days plus bank holidays, which increases with length of service
* An enhanced family leave package to support you and your growing family
* Life Insurance that offers a payment equivalent to four times your annual salary
* Access to confidential support through our Employee Assistance programme and wellbeing support including a 24-hour GP service and physiotherapy
* Free and expert mortgage and remortgaging advice for all members of the team, friends and families from leading broker Charles Cameron & Associates
* Other benefits such as charity volunteering opportunities, pension, cycle to work scheme, flexible working structure and more
Training and Development
We are committed to offering training and development opportunities for career growth, 86% of our Senior Managers and 80% of our Directors have been promoted within. This role could be a great starting point for someone who is looking to progress their career within an ambitious and growing company.
Diversity & Inclusion
Together, we are committed to attracting, including, inspiring, and developing our teams no matter their background, belief or way of life.
We embrace everyone’s unique perspectives and create a genuine belonging for all.
Our employees are who we are and create the brand we are today; we make better decisions and create a consumer-focused environment.
At Commercial, we look to hire the very best people for our roles. We welcome all applicants regardless of your race, ethnicity, gender, religion, disability, age or sexual orientation. Even if you don’t feel you completely fulfil all the requirements for this vacancy, we still encourage you to apply. It is our commitment to provide equal opportunities for all.
Please visit our website for further information about us and to view our job applicant privacy notice.
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