Account Manager

Shield Safety Group; Manchester; On-site; GBP 60,000 - 80,000

Job description

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Job Purpose

As an Account Manager, you will serve as the primary point of contact for a diverse portfolio of small and medium-sized clients, ensuring their continued satisfaction and success. Your role is to develop strong, lasting relationships by proactively engaging with customers to understand their needs and provide tailored solutions across our full range of products and services. By collaborating closely with internal teams, you will identify cross-selling opportunities, drive customer retention, and enhance the overall customer experience. Your proactive outreach and deep product knowledge will ensure our clients are well-informed and consistently receive value, strengthening our partnerships and contributing to the growth of both our clients and the business.

Key Responsibilities:

• Customer Excellence: Proactively manage customer care calls and emails, ensuring a seamless and positive experience that aligns with the Customer Care Strategy.
• Relationship Building & Growth: Strengthen existing customer relationships, with a focus on achieving cross-sell revenue targets while fostering long-term partnerships.
• Sales Documentation & Proposals: Prepare and deliver clear, compelling sales documentation, including proposals and contract amendments, to meet customer needs and business objectives.
• CRM Management & Reporting: Efficiently manage and track client and transactional data within the CRM system, providing accurate and insightful weekly reports to inform decision-making. Hubspot
• Client Retention & Dispute Resolution: Work diligently to retain existing clients, addressing any issues, and resolving disputes in a timely and professional manner to maintain trust and satisfaction.
• Product & Service Expertise: Continuously learn and deepen your understanding of our services and software, advising clients on best practices and empowering them to fully realise the value of our offerings.
• Communication & Collaboration: Maintain consistent, clear, and appropriate communication with key customer contacts through meetings, emails, and calls, ensuring alignment on expectations and fostering strong relationships.
• Market Intelligence: Stay informed about industry trends, competitive landscape, and evolving customer needs to better anticipate opportunities and challenges, and provide relevant insights to clients.
• Team Collaboration & Growth: Contribute to team-building and company growth initiatives, including strategic planning, sales training, marketing efforts, and customer care improvement projects.
• Internal & External Relationship Management: Foster positive working relationships with internal stakeholders, external clients and partners, ensuring effective communication and collaboration across all levels to support client success.
• Proactive Client Engagement: Regularly reach out to customers to offer guidance, identify new opportunities, and ensure they are fully leveraging our products and services to meet their business goals.