Senior Customer Advocate

7 months ago

Abbey Wood, United Kingdom Gamma Telecom Full time

**Who are we?**

Gamma is a leading supplier of Unified Communications as a Service (UCaaS): we provide voice, data and mobile products and services to the UK, German, Spanish and Benelux business markets.

Gamma is expanding its UCaaS presence in Europe with a family of businesses focusing on digital automation, delivering Gamma-powered services to SME customers via a network of channel partners in Germany, Spain, and the Benelux region.

Our Enterprise team have a great role as Senior Customer Advocate. You partner with our existing customers promoting new services, technology and products for Gamma. You’ll focus on winning new upsell and cross-sell business and ensure our existing customers are retained through your outstanding customer service, ownership of customer issues and swift resolution of queries.

**What you’ll be involved in**:

- 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
- 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

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

- Proven track record in account management - demonstrating a collaborative style and strong relationship management skills
- Experience closing complex deals
- Able to understand customer challenges and with strong listening skills identify solutions
- Customer oriented with an organised and logical approach to solving problems
- Excellent sales and account management skills
- Great communicator, able to deal with people at all levels of business and varying technical capability
- Experience in telecoms, ideally with Gamma products including mobile/contact centres, WAN, SD WAN, Cyber security, UCaaS
- Highly articulate and presentable
- Solution and quality focused individual
- Resilient and responsive to change, operating within a fast-paced business telecommunications environment
- Demonstrable ability to take ownership and manage multiple tasks of varying complexity whilst maintaining attention to detail and accuracy

This role can is remote but travel to customer sites and our London office will be required.

**Why Gamma?**

There are many good reasons to join Gamma. We work in a relaxed environment with an emphasis on delivering the highest quality in everything we do. This is a really exciting time to join with a clear strategy, stable financial position, new values and exciting growth plans.

We value each person and their range of backgrounds and actively encourage people from underrepresented backgrounds to apply. We don't discriminate based on any protected characteristics e.g., race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age. We are a family-friendly employer with a culture based on trust, autonomy, and flexibility so that you to create a work-life balance and enjoy working here at Gamma.

**Please note** we only use recruitment agencies registered on our preferred suppliers list and as such, any speculative CVs received will not be considered. Agencies cannot work on this role unless released by Gamma's recruitment team.

Gamma is a leading supplier of Unified Communications as a Service (UCaaS) in the UK, German, Spanish, Polish, and Dutch business markets. We are AIM listed and employs 1650 people. With a range of UCaaS, Mobile, and Connectivity services, Gamma provides robust and secure solutions that enable organisations to communicate, collaborate and offer a better customer experience.

Gamma’s largest market is in the UK where our network-based services are supplied to SME, Public Sector, and Enterprise markets throu

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