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Account Executive Full Time

at SoloProtect Sheffield in Sheffield (Published at 26-04-2021)

SUCCESS SNAPSHOT

  • Delivery of agreed success factors, leading to successful expansion and retention of the Account.
  • Implementation and delivery of high levels of customer satisfaction
  • Regular liaison with the Sales and Customer Success Retention Team to successfully attain new business, retain the accounts and seek expansion opportunities.
  • Support and attend key account customer review meetings.
  • Mitigation of issues where a contract could be at risk, ensuring account retention.
  • Mitigate attrition with proactive account management conducting regular analysis on the account and its status.
  • Successful delivery and adherence to agree Service Level Agreements.
  • Troubleshooting and resolving problems over the telephone (in/outbound).
  • Key emphasis on outbound telephony Account Management, assisting with customer queries resolving these over the phone in a timely manner.
  • Successful delivery of ?One Call? Resolution, enhancing the customer experience.
  • Onboarding new business accounts, implementation and supporting Client Portal usage.
  • Successful Quality Assurance results on all audited work.
  • Deliver market Unique Selling Points for SoloProtect, helping to improve a customer?s perception of SoloProtect and its products and services.

ROLE AND RESPONSIBILITIES

  • The role of the Account Executive is to support the Sales and Customer Success Teams in managing the day-to-day relationships with Clients, throughout the duration of the contract.

The Account Executive will be responsible for:

  • Maintaining excellent knowledge of our products, services, and competitors to meet customer requirements.
  • Liaise with Key Contact/Manager regarding the initial set up of the Account and Devices.
  • Introductory call to Contact /Report Recipient/s to create a close and trusted relationship to help maximise the effectiveness of the contract.
  • Adhere to bespoke service level agreements relating to the administration and reporting of lone workers and maintain data integrity.
  • Data inputted accurately in all SoloProtect Platforms (Portal, Boldnet, Salesforce and ConnectWise)
  • Work with the Administrator and Company Point of Contact to follow up on incomplete inactive devices, training and registration links issued to Lone Workers.
  • Manage Customer Report Requirements.
  • Inbound and Outbound calls delivering an excellent end-user telephony experience, troubleshooting and resolving problems over the telephone.
  • Create and manage open problems bring them to a satisfactory resolution within the agreed KPI.
  • To issue genuine alarms audio requests in line with GDPR and SoloProtect Data Handling Policy.
  • Through weekly analysis of reports be responsible for encouraging good working practices making our products part of the users working day by embedding daily usage and making recommendations (where appropriate) to increase activity by working with the Manager.
  • Drive Insights customer usage to meet SoloProtect objective of 85%.
  • Proactively work with the Sales and Customer Success Teams and Company Contact on registrations against all inactive devices (unallocated/spares) to mitigate the risk of attrition.
  • Manage unconfigured devices and monitor signals through Config Tool working with the SoloProtect Key Account Manager/Account Manager and /or the Client to migrate the devices to the SoloProtect ARC.
  • Successfully manage and resolve Customer Complaints and Expressions of Dissatisfaction.
  • Manage, monitor, and chase all outstanding Alarm Receiving Centre queries.
  • Proactive outbound calls working with the Customer on improving service, addressing training needs of Users and reducing Alarm Operators handling times by effectively managing Amber Alert Reviews, Unsuccessful Escalations, Excessive False Activations and Unplanned Device Testing.
  • Attend External/Internal Meetings and or Teleconference when required and provide necessary supportive documents / reports.
  • Arrange collections of end of Contract devices and liaise with customer regarding swap out contracts.
  • Support Projects or Business Initiatives when required.
  • Deliver World-Class Customer Service to drive satisfaction results.
  • Live and breathe our core values.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

  • Educated to GCSE standard /NVQ Level 2 or Level 3 in Business and Administration.

PREFERRED SKILLS

  • Must be able to thrive in a high-pressure environment and be capable of self-motivation.
  • Good Time Management.
  • Good understanding and compliance of Data Protection Regulations /ISO9001/ISO27001.
  • Proficient in Microsoft Office Applications.
  • Pro-active approach to Process Improvement.
  • Excellent Telephone Manner.
  • Excellent relationship management & influencing skills.
  • Strong written and verbal communication skills.
  • Highly organized, with a flexible approach to work.
  • Practical and creative approach to problem-solving and risk mitigation.
  • The ability to identify potential difficulties at an early stage and know when to consult Sales/Senior Management.

Job Types: Full-time, Permanent

Experience:

  • administrative, business or academic environment: 1 year (Required)


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