Premier Account Team Manager

**Premier Account Team Manager - Role Profile (The purpose of the role)**

The Premier account management team’s primary function is to support Verastar’s largest customers ensuring they retain and grow the revenue associated to the largest accounts. The Team Manager role is responsible for ensuring that the team are achievingall targets and objectives, alongside internal collaborate to create new ways of reducing customer churn. It is imperative we maintain a customer-centric focus and operate within Verastar’s value at all times.

**Responsibilities of the role (What we want you to do)**
- Successfully execute the Customer Retentions plan achieving all targets and objectives
- Maintain a full team headcount, being proactive in all recruitment, induction and training
- Collaborate with key stakeholders from the wider business to reduce churn and increase customer growth
- Coach and develop direct reports, improving their individual and collective capabilities
- Ensure all team activity complies with all regulatory standards, GDPR and quality policies
- Ensure all reports, system and CRM updates are completed in a timely and accurate manner
- Conduct and record open and honest monthly one-to-one appraisals with all team members
- Address individual underperformance through supportive performance management
- Actively contribute to improving the Customer Retentions team processes and procedures
- Develop an in-depth knowledge of Verastar’s products, systems, business and HR processes

**Success Measures (What success in the role looks like)**
- Achieve all commercial targets in a consistent manner (month-by-month)
- Achieve all agreed objectives with positively trending relative key performance indicators
- Maintain a full headcount, returning an above par score in employee engagement surveys
- Operate within Customer Retentions quality guidelines, ensuring all service SLA’s are met
- Receive above par scores from customer satisfaction surveys.

**Experience (What you need to have already done to be right for this role)**
- Successful track record of leading a high-volume B2B Retentions, Renewals and/or Loyalty team in the Information Technology, Utilities (or similar) industry
- Proven experience in the successful delivery of sales team development, coaching and performance management plans
- Demonstrable experience of B2B retentions, renewals and loyalty programme processes and best practices, including improvement of customer churn and live connection rates
- Comprehensive knowledge of the regulatory requirements impacting B2B sales and retentions operations
- Relatable and positive experience of working in a fast paced transforming organisation, where everything isn’t perfect, but we’re working hard to get there.

**Skills (The personal capabilities needed to excel in this role)**
- The drive and resilience required to lead and win in a competitive commercial environment
- The emotional intelligence required to be an authentic leader, displaying good judgement and robust decision making
- The personal gravitas required to establish credibility with colleagues and customers, acting as an exemplar at all times for the Verastar company values
- The self-awareness to identify own development needs and the desire to continually improve both self and the team
- The ability to communicate concisely and confidently.

**Qualifications and other requirements**
- Industry Experience: Information Technology, Utilities and/or Service provision preferred, but not essential
- Location: Within commuting distance of office location, essential
- I.T. literate, knowledge of the effective use of Microsoft (Word, Excel PowerPoint), essential.

**Innovative: We find a better way**
- We actively seek feedback from our colleagues and customers to understand how and where we can improve both our sales processes and performance
- We aspire to best practice, leveraging our internal and external networks to inform our thoughts, decisions and actions
- We are inquisitive about our customers’ real needs, enabling us to provide the best solutions for them, whilst negotiating win/win outcomes for both of us.

**Passionate: We go the extra mile**
- We are proud to be part of the Verastar sales team and we take our contribution seriously
- We make every effort to ensure that both our customers’ and colleagues’ needs and expectations are being met to the best of our ability at all times
- We hold ourselves personally accountable for the achievement of our sales targets and objectives.

**United: We are one team**
- We focus on our collective achievement and success; over and above who takes credit for it
- We ask the best of each other, understanding our scale and diversity makes us a stronger team
- Our personal ambition is to attain the status of trusted advisor, both in the eyes of our customers and our colleagues.

**Straightforward: We keep things simple**
- We do the right thing, placing our customers at the centre of everything we do
- We communicate clearly and honestly in all our customer and colleague interactions
- We value action over words and we do what we say we will do. Whilst we consider the sales behaviours listed above to express our values, we also see them as behaviours that will continue to evolve as we strive to improve in everything we do.

**In return for your hard work, you’ll get**
- Core benefits including pension contributions and life assurance
- Great discounts on 100s of high street and online stores
- 25 days holiday and the option to buy up to 5 days more
- Cycle to work and travel loans for people wanting a greener commute
- Wellbeing support including 24/7 access to a GP, mental health support, get fit programmes and free legal and financial guidance

**The important extras**
- Opportunities to get involved in charity fundraising and volunteering days through our giving back movement
- Amazing on-site facilities, such as free on-site gym, free parking, subsidised café and to top it off an on-site subsided bar for after-work drinks, quiz nights and social events
- Full time/Permanent contract of 37.5 hours per week
- Monday to Friday, No weekends