Account and Retention Sales Specialist

2 weeks ago


Nelson, Lancashire, United Kingdom Daisy Corporate Services Trading Limited Full time

Job Description

As a key member of our team at Daisy Corporate Services Trading Limited, you will play a vital role in defining and executing retention strategies to minimize loss and identify opportunities for growth through technology migration, upgrade, and cross-selling.

You will work closely with our managed base, engaging them in promoting retention and upsell, and assisting with higher-value retention opportunities. Your primary responsibility will be to directly manage retention opportunities, ensuring customers are retained and recommitted in contract while exploring additional product upsell opportunities.

Key Responsibilities:

  • Proactively contact and manage the base to maintain revenues and grow the customers' product set.
  • Grow your knowledge of products and tariffs, providing regular feedback to enhance the commercial picture.
  • Communicate with and update Field Account Managers to improve our ability to service and retain customers.
  • Perform inbound and outbound call activity.
  • Establish a suitable resolution for both the customer and the business in a timely manner.
  • Identify opportunities to maximize growth and revenue through cross-selling opportunities, referring where appropriate to specialist sales teams.
  • Identify and escalate any process issues and offer suggestions for suitable resolutions.
  • Increase customer loyalty and reduce churn by working in synergy with other departments.
  • Deliver against key business objectives, business service level agreements, and individual key performance indicators.
  • Ensure clear, concise, and comprehensive notes are entered onto the system after each customer contact, with relevant documents attached where necessary.
  • Be vigilant for possible fraudulent activity and raise a security incident report if necessary.
  • Maintain and improve average customer spend through effective opportunity management.
  • Collaborate with the Head of Sales to align department goals with the overall sales strategy and business objectives.

Qualifications:

  • Demonstrate an ability to work within a fast-paced environment within the service industry.
  • Ability to understand, analyze, and interpret data.
  • Take ownership of issues and follow through to conclusion.
  • Can-do attitude with a flexible approach to work.
  • Build and maintain good working relationships with both internal and external customers.
  • Possess excellent, assertive, and controlled telephone manner.
  • A high level of professionalism.
  • Excellent communication skills - both verbal and written.
  • Proven experience in achieving sales targets in telecommunications or a related industry.
  • Demonstrated expertise in creatively retaining customers and implementing innovative solutions.


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