Salary: £tbc Location: Northwich, Cheshire / Remote Contact: Dan Garbett dan.garbettmis-ams.com Reporting To □ Head of Customer Engagement Skills □ Housing Sector Experience / Knowledge would be beneficial but not mandatory □ Experience of ActiveH would be beneficial but not mandatory □ JIRA and Confluence skills would be beneficial but not mandatory □ Good documentation skills □ Good communication skills (written and verbal) Role Outline □ Account Management □ RFC and Quote Management □ Third party contract management □ New Business/Sales Product knowledge □ Gather ActiveH product knowledge over time and gain a greater understanding of the customer working practices □ Work closely feeding into the Best Practice (BP) build strategy □ Support the company to review legislation changes and articulate the impact to the products and services. Responsibilities Customer Engagement Management (Remote or Onsite) □ Establish and develop productive professional relationships with up to 20 customer accounts with the aim of retaining customers. □ Ongoing written and verbal communications with customers □ Organise, manage and schedule Account Management Meetings and at least quarterly account management calls. □ Deliver high quality Account Management meetings and produce professional standard minutes. □ Seek feedback on services provided (including ongoing projects) and customer satisfaction with products and services. □ Coordination of third-party arrangements procured through MIS including initial coordination with third party suppliers and annual renewals and invoicing process. □ Hold strategic level discussions with client senior IT Managers or Directors to understand client strategy. □ Maximise opportunities to upsell products and services by: o identifying appropriate MIS solutions or services to help clients deliver their strategy. o Delivering demonstrations of new product features or new products during Account Management meetings where applicable o Identifying situations where discovery or re-discovery days may be beneficial to the customer to help realise greater value from the ActiveH System. New Business Sales □ Support of tender process □ Able to confidently demonstrate software to potential clients and their senior staff and to demonstrate products at user groups, conferences and exhibitions. □ Ability to communicate effectively and proactively with prospects, consultants, customers, other Directors and departments. □ Initial production of proposals and costings for ActiveH prospects to be finalised and signed off by Head of Customer Engagement □ Attendance at daily Customer Engagement Team meetings to discuss activity for existing accounts, prospects and opportunities. □ Maintenance of the Customer Engagement documentation libraries and CRM solution, ensuring that all documentation is produced to a high standard and all information is up to date. Quote creation (Request For Change Analysis) □ Assessing RFC requirements with the customer and facilitating the logging of RFC’s on the Jira service desk □ Liaising with Customer Services to ensure that Quotes are produced in a timely fashion for approval by the relevant director / manager. Customer Software trials □ Organise software trials and manage the trial period. □ Liaise with Customer for feedback on the trial outcomes Ad-hoc □ Attend Project and Discovery meetings where the project manager has requested your presence and input □ Involvement with planning events and marketing collateral □ Attend exhibitions along with other members of the Customer Engagement team, managers and directors and engage with delegates with the intent on gathering leads. Behavioural competencies □ Act in a friendly and professional manner to both colleagues and customers □ Follow company current dress and behaviour codes General □ Demonstrate excellent time keeping □ Carry out any other duties that the company deems necessary. □ Mainly working from home, some office visits as and when required □ Possible site visits as and when required