Customer Advocate

2 months ago

West Midlands, United Kingdom Gamma Communications Full time

**Customer Advocate**

**Home-based, Gamma Office and Customer sites (as required)**

**Who are we?**

Gamma is a leading supplier of Unified Communications as a Service (UCaaS): they provide voice, data and mobile products and services to the UK, German, Spanish and Benelux business markets. It is AIM listed and have over 1750 staff across UK and European locations.
- The main purpose of this role is to develop the value of existing customer accounts through promoting additional new services, technology and products.
- To win new upsell and cross sell business from our existing customer base through participation in tactical and strategic marketing campaigns in liaison with, where necessary, Gamma's partners and affiliate associations.
- To ensure existing customers are retained through the provision of outstanding customer service, ownership of customer issues and ensuring swift resolution of queries, enquiries and reported technical issues through routing such issues via the appropriate department.

**What you’ll be involved in**:
To ensure that business objectives and sales targets are exceeded, ultimately contributing to the growth of the Gamma Direct sales team.

The role requires the ability to account manage and sell to multiple customers at the same time.
- Work to targets to achieve and exceed Key Performance Indicators (KPIs)
- Managing a monthly sales target for upsell, cross sell and contract resigns for your allocated customer base
- Managing sales opportunities on Salesforce using the company's preferred sales methodology
- Undertake various account management duties within specified accounts, with a view to understand and develop business plans to meet Gamma objectives
- Gaining an intimate knowledge and understanding of the customer buying process and ensuring this is reflected in deal forecasting and progression
- Proactively engaging with customers to build and expand relationships at multiple layers within each prospect - understanding prospect types as well as key organisational roles
- To identify new revenue opportunities for Gamma and develop strategies to exploit them across all specified accounts whilst also maintaining all existing revenue and margin within the specified customer base
- Proactively engaging with customers to identify and resolve issues to maintain and develop customer satisfaction
- Managing, scheduling and attending face-to-face, video conference and/or telephone service and account reviews with assigned customer base
- Compiling and presenting service reports for customers when required
- Sales paperwork completion, collection, and validation on appropriate systems
- Track all activity in GammaHub (Salesforce CRM) following the defined processes and look for opportunities to improve or enhance the information in the systems
- Providing customer support on Gamma's customer facing portals, as well as completing basic adds, moves and changes on customer accounts
- Providing customer updates on network infrastructure updates and planned maintenance
- Maintain an awareness of the prevailing UK market conditions and competitive landscape and exploit any opportunities arising from this knowledge
- Work closely with Quality Assurance to ensure sales verification and compliance with regulatory requirements
- Assisting and supporting the relevant the order and project delivery teams with customer roll outs
- Identify issues, collating and managing any risks to resolution, escalating serious issues in a timely fashion to the relevant parties

**What skills do you need to make an impact in this role**:

- Excellent sales and account management skills
- Able to understand customer pain points and requirements
- Good listening and communication skills - able to work with all levels of stakeholders
- Customer oriented with an organised and logical approach
- Able to take ownership of issues and resolve them promptly and efficiently
- Able to build relationships and rapport with a range of customers and stakeholders
- Previous experience in effective account management
- Experience in closing complex sales
- Proven track record of delivering against sales targets
- Resilient and responsive to change - able to operate within a fast paced envrionment.

**Person Specification**:
**Education/Qualifications**:
To an A Level standard including GCSE or equivalent in Maths and English Language. Degree level education or any Professional sales qualifications will be desired.

**Skills**: Must have high level PC skills - MS Office, PowerPoint, Excel, Skills with Salesforce and an active LinkedIn profile.

Will be desired to have skills with Showpad, Lusha, Salesforce Engage.

**How we work**:
This is a **Home based** role, with travel between sites (both Gamma offices and customer sites) will be a requirement. Working from Monday to Friday. A current valid driving licence is essential.

There may be a requirement to attend meetings and other activities outside of normal working hours.

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