Client Relationship Manager

4 weeks ago

Nelson, Lancashire, United Kingdom Daisy Communications Limited Full time
Job Overview

Salary: £25,000 - £30,000 DOE

Location: Nelson

Working Hours: Monday - Friday 8:30/9:00 - 17:00/17:30

The primary function of the Account Manager is to foster growth and enhance product adoption within an established customer base. This is achieved by delivering exceptional customer service, efficiently managing a pipeline of prospects, and accurately documenting all interactions in Daisy Central.

You will engage positively with clients, comprehend their requirements, and propose solutions that align with both sales and service dimensions.

Your responsibilities will include retaining and renewing client contracts while showcasing a proactive approach to resolving issues and enhancing customer satisfaction.

Objectives for Growth and Product Adoption:

It is your duty to amplify product utilization among existing clients through comprehensive knowledge of the Daisy product suite. Through effective inquiry, identify clients' needs for additional products and services, and if necessary, collaborate with specialized resources within the Daisy team to fulfill those needs. You will focus on retaining clients, managing opportunities based on customer engagement data and risk assessments, as well as addressing reactive operations and transfer requests. You will assess whether to conduct transactions via phone or if a more significant opportunity warrants a visit from a Field Account Manager. You will seek to attract new clients to Daisy through referrals or your personal network. Ensure your product knowledge is sufficient to identify opportunities that enhance clients' operational effectiveness, efficiency, and cost reduction. Maintain a level of product knowledge that allows you to pinpoint client issues and determine root causes and solutions. Collaborate closely with support and specialist teams to deliver high-quality service and recommendations to your client base.

Customer Service Responsibilities:

Strive to resolve common client issues during the initial call. It is your responsibility to escalate service issues to customer service, ensuring all pertinent details are logged in Daisy Central if you cannot resolve the issue. You are accountable for ensuring that cases are resolved and must maintain communication with the client throughout the process. Follow up with clients who have had cases raised to confirm that their expectations have been met. If a client is at risk of cancellation and you cannot resolve their issues, this must be escalated to your manager for further action.

Required Qualifications:

Proven ability to build successful relationships and close significant sales with large clients. Extensive experience in Account Management. Strong understanding of commercial objectives across various sectors. Demonstrated knowledge of the sales process. Proficient in presenting Daisy's core products to senior-level stakeholders in commercial businesses. Ability to set personal development goals. Experience utilizing CRM systems to effectively manage and build a sales pipeline. Clear and articulate written and verbal communication skills. Understanding of Daisy's product offerings and the advantages they provide to clients. Customer-focused mindset. Proven capability to manage a portfolio of existing clients with exemplary account management practices.

Additional Information:

Benefits of Working at Daisy:

Our philosophy is straightforward: the more effort you invest, the greater the rewards.

We have received a 2 Star accreditation from the Sunday Times Best Companies and have been recognized as the UK's leading Telecoms company in 2023.

Here are some of the benefits we provide:

25 days of annual leave, plus bank holidays, with an additional day for each year of service up to 30 days. Holiday purchase scheme. £500 referral bonus. Professional development opportunities to help you achieve your personal objectives. Eye care vouchers and discounted Medicash membership. Mobile plan deals for you and your family/friends. Access to discounts and savings at over 1,200 retailers. An extra day off on your birthday or for your wedding.

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