Job Description
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.In your role as Client Account Manager you 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 Public-i so that they stay with us for the long-term. 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 here at Public-i. That means ensuring client issues are seen through to resolution, following up on requests from clients and making sure that feedback reaches the right places. Account Mangers act as advocates of 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 ultimately 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 will include the occasional evening work (max 1-2 evenings a month). The rest of the time will be office based (working from home). There will be some overnight stays required: this is typically three or four nights per month but this will depend on the location of the successful applicant. Please note that the client portfolio for this role is based predominantly in the Midlands and south Wales.
Key tasks of this role include:
* Building and maintaining strong client relationships through regular meetings, calls and emails. This can - at times - involve handling complaints from senior managers at clients.
* Giving 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
* Upkeep of client records and information through CRM ensuring the client journey is fully documented
* Following up client issues with other departments to ensure they’re seen through to completion
* Feeding back client information to relevant colleagues
Salary is dependent on experience and skills. A car allowance is payable.