Client Support Executive

7 months ago

Buckingham, United Kingdom Pen Test Partners Full time

The role of Client Support is to give PTP’s clients exceptional service, and provide administrative support to the allocated Account Manager(s) during the sales and delivery process. It also involves identifying (proactively and reactively) opportunities for additional business and referrals to be driven by the Account Manager(s).

Success is measured on a range of things that may include customer service matrix and other deliverables, and rewarded by way of salary and KPI related bonuses.

This role involves order processing and pre-delivery administration as well as pre-sales support for the allocated Account Manager(s). It can be a gateway to a Trainee Sales position (External Account Executive) or an internal Management role.

**Role and responsibilities**:
Reporting to the Client Support Manager whilst working closely with your designated Account Manager(s) you will be responsible for pre and post sales support. This includes end-to-end correlation and processing of documentation to ensure the successful delivery of client projects. It includes:

- Processing of client’s sales orders and liaising with clients to ensure we have all necessary documentation including: New Client Forms, Purchase Orders, Contracts, Authorisation Forms and Project related contact details etc
- Dealing effectively and promptly with sales orders, leads and general enquiries from clients, Sales Team and others.
- Clear and effective communication with client’s, Sales and Technical Teams and other business colleagues by all methods.
- Ensuring Sales Force and other internal business systems are kept up to date
- Collecting accurate scoping information and related documentation
- Assisting with the creation of Sales Proposals / Statement of Works
- Raising scheduling cases to the Scheduling Team with clear precise information for efficient booking of client’s projects with the technical consultants.
- Assisting with the project management of larger testing projects.
- Supporting with ‘post-sales’ deliverables including arranging post-test calls and meetings etc
- Provide Finance with all invoicing information to raise invoices for completed projects
- Efficiently handle and record client’s hardware for testing
- Supporting other parts of the business with timely information
- Actively participate in steering groups, internal projects and attend events
- Continuously identify opportunities for process improvements and provide feedback to enhance the efficiency and effectiveness of the Client Support team and their work

You will be liaising regularly with members of PTPs sales, scheduling team, scoping, technical delivery, professional services / consultancy, and finance teams as part of this interesting and diverse role.

**Measurables & KPI’s**:
The compensation plan for this role will be made up of a salary, bonuses and KPI’s based on pre-defined monthly, quarterly and / or annual objectives aligned to both individual accounts and team related targets.

**Qualities / Experience**
- Knowledge or experience of the cyber security industry is an advantage
- Strong customer service experience and a commitment to delivering exceptional client engagements. Experience within a similar Sales Support / Account Management role
- Excellent communication and interpersonal skills, with the ability to build rapport and collaborate with clients, colleagues, consultants and other areas of the business.
- Good listening skills
- Strong organisational skills with attention for detail together with the ability to multitask effectively
- Ability to work under pressure and meet deadlines while maintaining a high level of accuracy and professionalism
- Adaptable, with experience of working in a challenging, varied and demanding environment.
- Problem analysis and problem-solving mindset
- Being a Team Player

**Benefits**:

- Additional leave
- Casual dress
- Company events
- Company pension
- On-site parking
- Private medical insurance
- Referral programme
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme
- Performance bonus

Ability to commute/relocate:

- Buckingham: reliably commute or plan to relocate before starting work (required)

Work authorisation:

- United Kingdom (required)

Work Location: Hybrid remote in Buckingham

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