Job description

My client are looking for a highly organised and professional Key Account Support Specialist with a track record in delighting Customers and driving improvements in Customer satisfaction levels.

Working alongside the Customer Experience team, your focus will be supporting the Account Managers, setting them up for success and taking a proactive approach to customer care. Taking 'ownership' of the allocated Key Accounts.

Having a quick thinking and proactive problem-solving attitude is important in this role as there will be times you need to speak to our customers to manage expectations and keep customers informed.

Responsibilities

• Build and Maintain Relationships: Develop strong, long-term relationships with key clients, understanding their needs and ensuring their satisfaction.
• Serve as the primary point of contact for key accounts, addressing enquiries, resolving issues, and providing timely updates on products and services.
• Regularly schedule and conduct meetings with clients to review account performance, gather feedback, and discuss future needs.
• Data Collection: Gather and compile data from various sources to support account management activities.
• Data Analysis: Analyse client data to identify trends, patterns, and insights that can inform decision-making and strategy.
• Reporting: Create detailed reports and dashboards to present data findings to clients and internal stakeholders, highlighting key metrics and performance indicators.
• Develop and implement strategic account plans tailored to each key client, focusing on growth opportunities and risk mitigation.
• Track and monitor account performance against established goals and KPIs, adjusting strategies as needed to achieve targets.
• Coordinate and oversee the execution of client projects, ensuring timely delivery and adherence to quality standards.
• Internal Coordination: Work closely with sales, marketing, product development, and customer service teams to ensure a cohesive approach to account management.
• Provide client feedback to internal teams to inform product improvements and service enhancements.
• Assist in training internal teams on client-specific requirements and data analysis tools.
• Issue Identification: Proactively identify potential issues and challenges.

• Administrative tasks including, Order placement, Order status updates, Invoicing, Credits, Raising and managing RMAs (returns)
• Software/subscription billing & Software Renewals
• Asset Management: Sim Cancellations, Activations, Subscription Migration
• Supporting Credit Control with resolving issues to ensure customer satisfaction and payment.

Qualifications and experience

• Good commercial acumen
• Highly proficient in Microsoft Excel (including formulas and pivot tables)
• Experience in generating reports and interpret data.
• Strong organisational skills with the ability to multi-task.
• Strong experience working in an office with administration/Account Management Support experience (essential).
• Strong Microsoft Office experience.
• Fast and accurate typing skills, a high level of grammar, spelling, and punctuation.
• High attention to detail.
• Exceptional communication skills (verbal and written).
• Ability to work alone and as part of a team.
• A levels (essential)

Perks of the Role;

• Fantastic Salary of £30,000-£40,000 *Experience-dependent
• Monday-Friday only 9 am-5 pm
• Hybrid working model.
• Free parking on site
• Health Assured Employee Assistance Programme (EAP)
• Private Medical Insurance
• 25 days of holiday plus Bank Holidays
• Life Assurance (x4 salary)
• Pension

This role offers a genuine career opportunity for progression within the company. If you are a strategic thinker, relationship builder, and results-driven individual please apply with your CV today!