Customer Account Manager

3 weeks ago


Liverpool, United Kingdom Network Rail Full time

Brief Description

What will you be doing?

Foster the relationship with allocated customers to support delivery of business objectives and continuous improvement in customer satisfaction.Manage the process so that customers are recognised as partners in the development and delivery of the routes and Network Rails strategic goals.

About the role (External)

Every day will be different, but you can expect to be involved in the following activities:

1.Support the Customer Relationship Executive in the development of customer engagement strategies including informing, consulting & involving customers where relevant and evaluating the effectiveness of these strategies.

2.Lead the proactive management of the delivery of customer requirements.

3.Assist the route executive to effectively consult and engage customers on relevant projects.

4.Act as the initial point of contact within the company for the customer's business liaison issues; take responsibility for internal information regarding the customer, their business requirements and issues.

5.Advise senior management of issues and/or risks to customer relationships as soon as they arise so risks can be managed effectively.

6.Work with cross-route and cross-functional teams within Network Rail to improve customer service and deliver customer aspirations.

7.Provide both detailed information and reports as and when required and monthly updates / status reports to senior management.

8.Champion the customer's cause within the company to derive and maintain customer satisfaction.

In order to be successful in this role, we would like you to have/to be:

·Commercially astute, persuasive, and customer focused

·Experience of account management

·Good knowledge/understanding of the railway industry

·Experience in negotiating & influencing skills

·Able to effectively communicate to all levels inside and outside the business

·Team player

·Results orientated

We would also like but it isn't crucial to have/to be:

·Wide understanding of industry structure

·Educated to degree level

·Experience of dealing with large complex industrial client portfolios

·able to demonstrate significant commercial success

·Financial awareness



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