Account Manager

Byggfakta UK Group; Belfast; On-site; GBP 30,000 - 50,000; Full time

Job description

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Purpose

To deliver a world class customer experience for CIS customers by providing regular value adding engagement throughout the subscription lifetime. The aim is to ensure customers adopt and use the CIS platform and see a return on their investment. Ultimately this will drive advocacy in CIS and lead to account growth and annual recurring revenue for the business.

This is a true Account Management role requiring a consultative, professional approach where the job holder will proactively manage the relationship between the customer and CIS. This will be achieved through the development of account contact plans tailored to the individual customer to build a trusted relationship between NBS and the customer. The role will be carried out in-house predominantly over the telephone with proactive outbound activity and management of inbound queries. There is scope for this to expand out into the field with face to face customer meetings as and when required.

Day to day activity will involve making contact with existing customers to embed CIS platforms and services with the customer's organisation. The individual will take ownership of engaging the key decision makers and influencers in organisations and set up calls with these individuals. This will involve a multi-approach covering telephone, video calls, email, social media and webex as well as attending events and networking.

The role requires the job holder to understand needs and requirements of the customer and identify the opportunities and present CIS platforms and services to generate leads for the sales teams. The Customer Success Specialist will also be required to meet online and/or by tele-conference to deliver product demonstrations and presentations to individual customers.

The job holder must provide a first class customer experience, be regarded as a brand ambassador and have good product knowledge ensuring CIS maintains its reputation for providing quality products and that each customer receives the highest standards of service.

The role requires an agile, flexible approach to support company growth and expansion.

People & Resources

Staff: This role has no direct reports. Role reports into Head of Account Management.

Resources: Key contacts include: Customers and internal teams including: Sales, Marketing, Product Management, Development, Content, Finance and Salesforce colleagues.

Key Responsibilities

• Providing a first class customer experience to embed CIS platforms and services in customer organisations.
• To be an expert in all CIS platforms and services and establish themselves as a trusted advisor with customers.
• Lead generation for upsell opportunities to be passed to the sales team.
• Ensure a positive and professional image is projected so effective customer relationships are built and maintained.
• Regular and effective customer success management so customers get the required return on investment from their NBS platforms and services and they stay with CIS long term.
• Development of an Account Management contact plan tailored for each customer.
• Effective reporting and forecasting on the status of accounts and territory as a whole.
• Identify and act on any customers that may be unhappy or at risk of churning to ensure we retain them as a CIS customer.
• To understand and promote the benefits of the CIS product portfolio to existing customers.
• Secure online appointments with customers.
• Complete all associated customer correspondence and administration tasks to a high standard and in a timely manner.
• To update the Customer Relationship Management (CRM) database on a daily basis detailing all customer contact including telephone calls, appointments and meetings, emails sent and received, business secured and all discussions with individual clients.
• The job holder must ensure they invest time in keeping up to date with the CIS products and services as they develop.
• The Account Manager must also invest time in keeping up to date with industry trends and developments to identify opportunities to increase revenue and build relationships.
• To build and maintain good working relationships with key colleagues.
• The job holder may also be asked to undertake other duties outside of this job description that are commensurate with their skills and experience.

Measures of Success

• Customer satisfaction and NPS.
• Product usage and adoption of CIS platforms.
• Customer retention.
• Lead generation.
• Customer engagement and productivity.

Technical/Job Skills, Qualifications and Experience

• A results driven individual with a proven track record of developing trusted relationships with customers.
• Experience of embedding product usage in an organisation and be able to show the customer the return on investment that their adoption of the CIS platforms will bring.
• Demonstrable experience in a lead generation role where you can see potential for the customer to grow and be able to articulate the mutual benefits it will bring.
• A strong customer focused approach with a positive, can do attitude.
• The ability to fully understand the customer need, interpret their requirement and effectively relate to the NBS portfolio.
• The ability and experience of building and developing long term sustainable relationships with customers.
• Negotiation skills with the ability to influence.
• Experience of demonstrating and presenting to key stakeholders.
• Excellent product, market and customer knowledge that allows you to remove barriers to customer adoption, grow usage and ensure retention.
• Effective time management.
• The ability to overcome objections.
• A proactive attitude, high performing and self-motivated with a working knowledge of customer management and journeys.
• Resilient and agile who applies a mature, balanced approach to their work.
• Demonstrate adaptability and flexibility to do what it takes to get the job done.
• The ability to remain calm and objective under pressure.
• Experience of demonstrating software platforms.
• The ability to understand technical information and relay it to the customer in a clear and concise way.
• Experience of supportive team working.
• Well-developed planning and organisational skills.
• Excellent communication and presentation skills including to groups online.
• Proficient IT skills - especially Microsoft Office and CRM systems.
• Construction industry background (desirable).
• Experience of working in a SAAS business (desirable).