Customer Advocate
5 months ago
**Customer Advocate**
**Home Based (Travel to **Gamma offices & customer sites as required)**
**Who are we?**
Gamma is one of the largest telecommunications companies in the UK. A leading supplier of Unified Communications as a Service (UCaaS): that provide voice, data and mobile products and services to the UK, German, Spanish and Benelux business markets.
We have grown from a start-up 20 years ago to sales of £447m and along the way we have featured in the Sunday Times Top Track 250 Companies. We were given a starred rating by the Best Company employee satisfaction survey and ranked in the top 100 Sunday Times Best Companies to Work For. It is AIM listed and have over 1750 staff across UK and European locations.
An exciting opportunity has arisen for a Customer Advocate to join Gamma on a permanent basis. The purpose of the is to fulfil three primary objectives:
- 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.
Tasks required will include (but are not exclusive to):
- 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
- Making and taking telephone calls and written correspondence from customers, suppliers and colleagues adhering to a best practice call flow, thereby maximising sales performance
- 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, Data entry within the various company 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 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, Identify areas for improvement e.g. product, system or process
- Support customers in-life with day-to-day queries
- Represent the Gamma brand through an ability to communicate in a business-like manner
- Promote an atmosphere centred on delivering superior customer service
- Undertake regular training and coaching sessions as and when required
**What we are looking for?**
- Sales & Account Management skills
- Excellent sales and account management skills
Capability of understanding customer pain points and requirements, Ability to bond and build rapport with a wide range of customers and stakeholders and to negotiate and maintain maximum profitability for the business
- Ability to ta
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