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Job Description – Internal Account Manager

Division: Banner Sales Team

Reports To: Sales Manager

Based: Newtownards

Role Specification

Role Objective:

The Internal Account Manager will maintain and expand relationships within a portfolio of customers within a specific division. They are responsible for maximising the Customer Experience and objectives of this group of customers and being fully responsible for achieving all Customer Experience measures.

Through a proactive and passionate approach, the Internal Account Manager will ensure assigned customers’ needs and expectations are exceeded and documented in accordance with company standards, which is supported by contract compliancy and company SLAs. The Internal Account Manager will be the voice of the customer ensuring every customer intervention is focused on developing the transaction into a meaningful interaction.

The Internal Account Manager will have excellent interpersonal communication skills, be a strong influencer, with proven negotiation skills and the ability to gather customer information and analyse industry and customer specific data to create customer specific solutions.

Summary of Role Responsibilities:

• Service customer enquiries via phone and email and provide a best-in-class Customer Experience.
• Meet and exceed business and department SLA’s, from responding to a query to providing a customer a quote.
• Proactively upsell products and services to existing customer area through pro-active call campaigns to customer base.
• Identify new opportunities for products outside of the contracted category.
• Utilise internal category representatives to support with category growth.
• Keep accurate databases of customer information and opportunity.
• Promote relevant campaigns within the portfolio of accounts.
• Utilise information systems to conduct trend and gap analysis to understand and act on customer opportunities and pain points.
• Deliver performance and achieve Customer Experience metrics.
• Deliver appropriate customer outcomes, ensuring investigations adhere to SLA’s whilst protecting company profitability.
• Hit daily, weekly, and monthly KPIs, as outlined by the Sales Manager.
• Collaborate with key stakeholders within the business to ensure that customer content collected is of the highest quality
• Work towards a GP target for the channel.
• Actively contributes to a positive working environment, whilst promoting the business’ core values and required culture.
• Supporting the Sales Manager with additional tasks where necessary to ensure our customers receive a best-in-class service.

Person Specification

QUALIFICATIONS/EXPERIENCE

Essential

• Track record in a sales and customer focused telephony environment
• Proven track record of having the customers’ needs at the heart of all activity
• Works well within a team and contributes success to a common goal

Desirable

• Experience in servicing customers end to end
• Experience understanding run rated sales and GP
  
  • Strives to achieve targets and KPIs
  • Experience in managing Customer Accounts

SKILLS/ ABILITIES

Essential

• Excellent interpersonal skills
• Excellent phone manner and sales skills
• Customer focused
• Able to build rapport quickly
• PC literate
• Able to work to targets / measures
• Ability to adapt and engage with change
• Critical thinking, ability to solve problems effectively with the long-term solution in mind

Desirable

DISPOSITION

• Integrity
• Customer focused
• Performance and results focused
• Flexible
• Excellent time keeping
• High level of organisational skills

NOTE: The responsibilities associated with this position are not limited to the above description and may be modified at any time by the Compa