Join the UK’s leading independent provider of voice, connectivity, mobile, phone systems and cloud services to keep Britain working.
We are constantly growing our teams, product offerings and customer base by working closely with all of the major networks and suppliers as well as through acquisition – so there’s always an exciting new opportunity to support UK businesses on the horizon.
Job Description
Salary: £25,000 - £30,000 DOE plus commission (realistic commission of £700 - £1000 per month)
Location: Nelson
Working Hours: Monday - Friday 8:30/9:00 - 17:00/17:30
The Account Manager will be joining an exciting newly formed team with the role’s main focus to drive net growth and increase product penetration into an existing base of customers. This will be achieved by offering an excellent customer experience, effectively managing a pipeline of opportunities and recording all data in Daisy Central.
You’ll drive positive engagement with customers, understanding their needs and presenting solutions from both a sales and certain service aspects. You will resign and retain your customer base and demonstrate a can-do attitude to issue resolution and customer experience.
As part of this dynamic role, you may be offered the unique opportunity to move between teams and leverage your skills across various areas of the business.
Responsibilities
1. Increase product penetration across the existing business base of customers through a high level of product knowledge across the Daisy product portfolio.
2. Establish customers’ needs for new/additional products and services through effective questioning and engage with the appropriate specialist resource from within the Daisy team as necessary.
3. Resign and retain customers, managing opportunities based on CEDs and risk as well as reactive ops and transfer requests.
4. Determine the best course of action to transact over the phone or engage a Field Account Manager for larger opportunities.
5. Bring new customers into Daisy from customer referrals or your own network.
6. Maintain product knowledge to identify opportunities to improve customers’ effectiveness, efficiency, and reduce operating costs.
7. Identify customer issues and establish root causes and remedies to resolve.
8. Work closely with support and specialists’ teams to provide high levels of service and recommendations for your customer base.
9. Move between teams to support different business needs, ensuring consistent delivery of exceptional service.
10. Attempt to resolve common customer issues ‘live’ and on the first call.
11. Raise a case with customer service for unresolved issues, ensuring all relevant details are provided.
12. Communicate with customers throughout the resolution process and follow up once cases are closed to ensure satisfaction.
13. Flag at-risk customers to your manager if issues cannot be resolved.
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