WSM Business Analyst Account Manager

3 days ago

Basildon, Essex, United Kingdom Vontier Full time
About the Role

We are seeking a highly skilled Business Analyst Account Manager to join our team at Vontier. As a trusted advisor and first line of support, you will be responsible for delivering exceptional service to our dealer customers, driving efficiency and ensuring they fully utilize our product offerings to achieve their business objectives.

Key Responsibilities
  • Analyst
    • Acknowledge alarms in a timely manner.
    • Process Advanced Variance Analysis (AVA) and Statistical Inventory Reconciliation (SIR) tanks efficiently and escalate issues accordingly.
    • Ensure the timely completion of all daily operational tasks.
    • Troubleshoot remote communication issues.
    • Develop and maintain a detailed knowledge of all system capabilities, using this expertise to provide advanced analysis and support.
    • Provide specialist support to field personnel to help identify and correct customer site issues.
    • Support field test activities and site enrollments for new services as required.
    • Deliver live demonstrations of tools and systems to customers and staff visiting our office.
    • Ensure all customer support and follow-up procedures are created and implemented for new and existing customers.
  • Account Management
    • Engage in regular client interaction, reporting on our service and helping clients resolve issues.
    • Maintain high levels of client satisfaction by ensuring the best usage of our products and services, and embedding them in the client's processes.
    • Prepare and schedule customer reports as required.
    • Maximize the value and benefits of our services to clients, optimizing their usage and showcasing our services to meet their changing business needs.
    • Partner with the sales team in pre-sales engagements, demonstrating the value added by our products and services, and highlighting the expertise of our teams.
    • Develop client engagement and interaction strategies, monitoring both quantitative and qualitative metrics.
    • Act as an escalation point for analysts in the team when working on dealer-related issues, and collaborate with cross-functional teams to resolve escalated situations.
    • Proactively identify customer pain points and suggest solutions, adding value and generating revenue streams for Vontier.
    Position Relationships

This role requires strong internal and external relationships, including:

  • Analyst Team Leader
  • European Analyst Manager
  • Senior/Analysts
  • Service Account Managers
  • Quality Leader
  • FuelQuest Support
  • Sales Team
  • Aftermarket Service Team
  • Technical Support Team
  • US Analyst Team and personnel
Measures of Performance
  • % Of Leak Indicative Alarms responded to within 15 minutes
  • Network Variance % across the dealer estate
  • % Of the Voice of Customer (VOC) engagement Survey
  • Incremental revenue (upselling)
Knowledge, Skills and Experience

To succeed in this role, you will require:

  • Previous account management or analyst experience
  • Retail forecourt operations knowledge and wet stock management systems expertise
  • Innovative, client-oriented thinking, with the ability to identify and exploit market niche opportunities
  • Experience in customer service management/sales industry
  • Excellent communication and strong administrative/organizational skills
  • Problem-solving skills and a keen eye for detail
  • Confidence in formal presentation settings, with the ability to contribute or lead in customer meetings
  • A technical aptitude, facilitating an understanding of technical terminology
  • Ability to work in teams and collaborate with cross-functional teams to deliver value to clients
  • Proficiency in MS Products and ability to learn new systems or portals

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