The Key Account Manager will be the overall contact for representatives of assigned customers and manage their account on a day-to day basis. The role will liaise directly with internal teams to ensure the timely and successful delivery of solutions according to customer needs.
The postholder is expected to work closely with the Help Desk, assigned Account Manager, and Operational Team on growth and retention strategies by providing complete and appropriate solutions for every aspect including customer satisfaction, boost top-line revenue growth, customer acquisition and profitability.
Main responsibilities will include:
* Manage existing client relationships within the assigned portfolio by making and taking client communications, either by phone or email, to facilitate service queries and resolve via liaising with Operations. Maximise growth potential and reduce revenue losses in the assigned customer base in line with company expectations
* Attend internal meetings and training fully prepared with relevant current data on market opportunities, promoting a positive and professional attitude in the office and on calls to ensure the high standards required by SafeGroup for customer service
* Works closely with all members of our sales teams both internally and externally including Leadership Teams, Operations, Finance, SHEQ, Help Desk and other team members to enhance the service offering available to their portfolio of customers
* Use Jobwatch to effectively report activity, update our data and key information and communicate both internally and externally in a professional manner.
* Take ownership of customer portals and manage the data and trends reported and coordinate with internal teams for resolution when required.
Candidate requirements:
• Good industry knowledge in the Cleaning and Waste sectors.
• Minimum of 3 years’ experience in an operational role in the service/FM sector.
• Previous cleaning and/or waste sector experience is desirable.
• Skilled in building and leveraging relationships over the phone.
• Understands and uses good account management, communication, problem solving, negotiation and interpersonal skills.
• Passionate about putting the customer first with a positive and friendly attitude.
• Ability to empathise as well as a directive style when required to reach resolution.
• Ability to converse confidently with external customers
• Good telephone manner and experience of dealing with customer queries, demands and complaints under pressure and in all circumstances.
• Demonstrates the ability to work in a matrix environment working closely with Sales colleagues both internal and external as well as operations and finance teams, health and safety and compliance to achieve the business’s goals
Salary description
£30000.00 - £33000.00 per year