Home based

Strategic Account Manager

Circa £50,000 - £55,000 plus bonus

Ref: VR 01228 - Home based - Circa £50,000 - £55,000 plus bonus

Job type:
permanent

 

The Strategic Account Manager will focus on retaining an assigned account portfolio whilst ensuring consistent delivery of high quality customer service.  This includes taking ownership of issues on behalf of the organisation.  The Strategic Account Manager will help develop and support the accomplishment of comprehensive, strategic objectives that promote the growth of sales and profits, consistently demonstrating the value of our business and services. Initiative, creativity, strategic thinking, sound prioritisation and time management are important elements in performing this job.

 

Reporting to:  Manager, Account Management

 

Key Responsibilities and Accountabilities

 

• Takes ownership and accepts responsibility for all aspects/requirements of the job.
• Adopts a collaborative approach sharing learning with team and colleagues contributing to PIE Goals and KPI's.
• Takes responsibility for the quality of own work and seeks opportunities for improvement through continuous learning.
• Manage complaints to ensure you are fully compliant with the complaint policy.
• Monitor agreed service identified in the Service Level Agreement to ensure service are accurate and targets are achievable.
• Analyse, update and present Strategic Partnership Reviews in accordance with agreed schedule
• Become an expert in all the products and services we offer
• Ensure that each client has a diarised contact plan
• Identify opportunities to sell in other products and services to existing clients maximising retention and profitability
• Identify and demonstrate the value and cost savings associated with existing and additional services, introducing new products and services as appropriate
• Support the completion of tender responses, proposals and Implementation of new client set-ups where applicable
• Attend / facilitate relevant internal / industry meetings and events and other account managers customers as require
• To assist and support the development and implementation of the Account Management team strategy, to develop customer relationships within the portfolio, with processes in place to manage each segment to the level determined as excellent customer service based on high value clients.
• To participate in Companywide projects establishing best practice which leads to customer service excellence.
• To liaise with other departments to seek satisfactory outcomes to internal issues affecting customer service levels.
• Ad hoc tasks as required by the business.

 

Person Specification

Our client is looking for people with a passion for customers, co-workers and those living in the local community. 

Experience

• Demonstrable success in a client account management role within the fleet / automotive industry
• Must be adept in the use of a PC, internet and email and able to grasp new software applications easily and quickly. Able to use Microsoft Word, Excel and Outlook to an intermediate level
• Is prepared to go the ‘extra mile’ in order to achieve excellent end results
• Man management skills an advantage
• Committed to the outputs of this demanding role.
• Demonstrable excellence in administration including written communication and report creation & analysis
• Scoping of functional requirements 
• Delivering initiatives to tight deadlines 
• Demonstrable experience in delivering a customer service experience, including dealing with difficult and complex situations

Communication Skills

• Able to instantly build and maintain rapport with a range of people with a positive, assertive and confident communication style
• Must be highly numerate and literate with the ability to create, understand and explain statistical information, business reports, quotations and proposals
• A positive attitude and approach to dealing with colleagues and customers with the ability to adapt communication style as required
• Articulate with the ability to deal with a variety of situations with diplomacy, remaining highly professional at all times
• Excellent written skills – spelling, grammar and sentence construction to be of high standard
• Excellent questioning and listening skills with an ability to assimilate accurate information
• Ability to explain complicated strategies and concepts to others
• Articulate with the ability to deal with a variety of situations with diplomacy, remaining highly professional at all times
• Committed to delivering excellent customer service

Organisation and Planning

• Able to approach tasks with strategic forethought
• Excellent administration, organisation and prioritisation skills
• A proactive and dynamic attitude to problem solving
• Able to manage a portfolio of accounts with differing requirements, competently dealing with all aspects of their day-to-day operation
• Comfortable with managing processes and procedures
• Ability to multi task with consistency and accuracy

Flexibility and Resilience

• Able to think clearly under pressure and deliver requirements to a consistently high standard
• Reacts quickly and uses initiative with a sense of urgency
• Enjoys working to targets, striving for results within strict deadlines
• A calm and assertive approach to dealing with difficult situations

Team Awareness

• Able to demonstrate a positive attitude to working with a variety of people and respect different ways of working
• Proactively willing to work with colleagues to exceed customer expectations
• A clear grasp of team dynamics and the advantages of working as part of a team
• A natural propensity to volunteer to help others to ensure the successful conclusion of tasks

Personal Projection

• Self-driven and results orientated
• Reliable, consistent and tenacious
• A positive, mature and confident manner
• Openly promotes the company ethos

·        Chases responsibility and is accountable for actions (of self and others)