Customer Account Executive

Life Fitness is a Global market leader - inspiring healthier lives for over 50 years. With the industry’s widest range of unique cardio, strength and group training products, Life Fitness offers limitless unique possibilities for facilities and exercisers.

We are dedicated to creating fitness solutions for both facilities and exercisers. We build partnerships by adding value through inspiration, education and co-creation. We partner with elite sporting clubs and organisations such as Wrexham FC, Williams Racing and Wimbledon among others.

**Job description**

We are looking for a dynamic customer account executive to help us in retaining our core customer base. In this role, you will deal directly with our customers at various touchpoints throughout their contract lifecycle. Ultimately this will lead to successful contract renewal.

To be successful in this role, you should have a persuasive attitude, excellent customer relationship skills, and a passion for sales. Ultimately, a top-class executive is able drive business performance by delivering a best-in-class customer experience.

**Responsibilities**
- People Focussed_
- Work collaboratively with the sales team to refer leads when the customer has a need for new equipment.
- Work closely with Order Fulfilment to ensure new contract information is entered into our database accurately.
- Customer Centric_
- Contacting customers at key touchpoints throughout their contract journey.
- Writing and presenting customer reports that demonstrate our performance and response times in line with their SLA’s.
- Manage administration of the contract renewal process, proactively contacting and quoting customers in advance of expiry dates.
- Embodying our customer focus priorities, you will truly understand your customer and will identify any further products or solutions that would elevate their customer experience
- Act as an effective channel of information and provide support to internal customers in all matters regarding customer contracts.
- Maintaining your knowledge of our products and services to deliver an excellent customer experience creating opportunities and making us the partner of choice.
- Performance Driven_
- Identifying emerging issues from retention conversations with customers, establishing trends and patterns and escalating as appropriate.
- Reporting failures on customers SLAs to the Support team to address.
- Achieve a monthly retention target and track reasons for cancellation and customer feedback for future product / service improvements.
- Input and maintain internal CRM for continuity of business and customer information

**Competences**
- An enthusiastic, passionate, and highly motivated person who demonstrates professionalism and a positive can-do attitude.
- Shows resilience and tenacity everyday while delivering industry leading customer service.
- Ability to communicate in an effective and influential way.
- Experience in building strong customer relationships.
- Competent at prioritising workload to achieve KPI’s.
- Experience of Salesforce or another CRM system would be desirable but not essential as training can be given

**Job Types**: Full-time, Permanent

**Salary**: From £25,000.00 per year

**Benefits**:

- Company events
- Company pension
- Discounted or free food
- Employee discount
- Flexitime
- Free fitness classes
- Free parking
- Life insurance
- On-site gym
- On-site parking
- Paid volunteer time
- Private medical insurance
- Referral programme
- Sick pay
- Store discount
- Work from home

Schedule:

- Flexitime
- Monday to Friday

Ability to commute/relocate:

- Ely: reliably commute or be willing to relocate with an employer-provided relocation package (required)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- Account management: 1 year (preferred)
- sales: 1 year (preferred)

Work Location: In person