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Client Account Manager, Swindon, Wiltshire
Client:
Reed - UNLIMITED
Location:
Swindon, Wiltshire, United Kingdom
Job Category:
Other
EU work permit required:
Yes
Job Views:
4
Posted:
06.03.2025
Expiry Date:
20.04.2025
Job Description:
Location: Applicant can be based anywhere in the UK, but please note that the client portfolio for this role is based predominantly in the Midlands/South Wales.
About the company
Public-i is the UK’s leading provider of livestreaming, meeting management software and audio-visual solutions to the local government sector. We pride ourselves on our commitment to customer service and ensuring our customers stay with us for the long term. We have customers across the UK and Ireland.
About the role
This post-holder will be responsible for looking after approximately 40 clients in the South-West, Wales, and Midlands. Account Managers at Public-i are not salespeople; their role is to nurture client relationships to ensure that our customers are getting the best value from their contracts with us. We never actively sell to our clients; we let our exceptional products and customer service do the talking.
Account Managers act as an interface between the customer and the internal teams at Public-i, ensuring client issues are seen through to resolution, following up on requests from clients, and making sure that feedback reaches the right places. They act as advocates for both the client and the business with the ultimate goal of retaining clients as their contracts come up for renewal. It is a challenging but rewarding role.
The role typically involves two or three days per week on the road visiting clients, attending conferences/events, or visiting one of the two Public-i offices (in Hove and Halifax). This may include occasional evening work (max 1-2 evenings a month) and some overnight stays (typically three or four nights per month depending on the location of the successful applicant).
Key tasks of this role include:
* Building and maintaining strong client relationships through regular meetings, calls, and emails, which can involve handling complaints from senior managers at clients.
* Providing training to new clients and refresher training to existing clients.
* Working with clients on their problems and implementing solutions.
* Assisting other teams with work related to the client base, especially with new client installations.
* Maintaining client records and information through CRM, ensuring the client journey is fully documented.
* Following up on client issues with other departments to ensure they are seen through to completion.
* Feeding back client information to relevant colleagues.
Skills and experience
This role requires a creative and organized individual who can manage their own workload effectively without direct oversight. Your ability to build relationships is paramount. Previous experience as an account or portfolio manager is advantageous.
Although our Account Managers are not expected to be engineers, they need to understand the software and hardware we sell. Much of the role involves taking our expert technical knowledge and distilling it to a non-technical audience. A keen interest or background in technology is a real bonus.
The role requires a range of skills and attributes, including:
* Exceptional people skills and the ability to build meaningful, quality client relationships.
* The ability to remain calm under pressure, handle complaints, and diffuse difficult situations.
* Self-motivation, time management, and workload planning skills.
* Experience of delivering training or mentoring.
* Clear communication skills, with experience in creating clear documentation a bonus.
* An interest in technology or experience of working with AV or software.
* An eye for detail as well as a completer finisher mentality.
Full training and a complete handover for the role will be provided from the existing post-holder. Travel is required within this role, and you should have a full, clean driving license and the ability to plan your journeys in accordance with safe driving practices.
We think Public-i is a great place to work. We have a real team ethos and genuinely care about our staff and clients. Some of the best bits about this role are:
* Generous remuneration with additional car allowance.
* Company pension, life insurance, and critical illness cover.
* 20 - 26 days’ holiday, plus bank holidays and Christmas closure.
* Social events - Christmas and summer parties, plus team building.
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