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5 months ago
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Internal Account Manager


Exponential-e
Location: London
Job type: Permanent
Category: Account Management Jobs
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Internal Account Manager

Type of role: full time permanent

Hours: Monday-Friday 09:00-17:30

Holidays: 25 days plus Public Holidays

Overall purpose of the job:

* To manage renewals across the business and ensure that the overall risk against churn and erosion is reduce/maintained within acceptable levels

* To fully account manage clients through the lifecycle of their services by developing relationships to up/cross-sell Exponential-e products and services

* To assist and support the account managers in servicing their existing client accounts by being the internal contact for accounts across the teams and serving client requests

* To support marketing and product campaigns to achieve the greatest ROI

* To support the sales operations function in delivering operational excellence

* Increasing customer experience, satisfaction, loyalty and spend with Exponential-e through the timely and efficient management of customers.

Key responsibilities for this job:

Renewals

* To manage all renewals across the business by understanding what services are out of contract and due for renewal in the next 3, 6, 9 and 12 months

* To ensure renewals targets are achieved on a monthly, quarterly and annual basis and that existing revenues are maintained or improved

* To provide ongoing reporting on customers out of contract to in contract in line with targets

* To understand by client, value and proposition the best method of securing a client for renewal within erosion levels

* To understand the current portfolio of Exponential-e product and services to explore key up/cross sell opportunities

* To plan renewal strategies and liaise with Product to produce a renewal product matrix offering to renew customers

* To plan renewal strategies and liaise with Marketing to produce campaigns to increase market share, raising awareness of the Exponential-e brand and technology

Account Management

* To fully account manage a sub-section of clients through the lifecycle of their services by developing relationships to up/cross-sell Exponential-e product and services in line with the contact strategy

* Inform clients of new services, partnerships, and/or products as they are announced or released

* Maintaining and developing client relationships with multiple touch points with each customer

* To identify new business opportunities for the account managers, enabling more services to be sold to the existing customers

* Working with clients’ management teams to understand particular business strategies

* Identifying opportunities within each client’s business portfolio as it relates to utilising additional Exponential-e services or product offerings

* Being the client’s advocate to ensure that all issues and change requests are addressed by Exponential-e and completed by the due date

* Assisting accounts to insure that a client’s account is never overdue on monies owed

* Tracking and escalation of client issues alongside the client relationship team

* Provide support to additional departments when required, as required

Events and Lead Generation

* Working with Marketing to understand the marketing calendar and the programme of activity to drive successful marketing campaigns and to support accordingly

* Drive prospects and clients to marketing events through different channels for attendance saturation

* Follow up prospects and clients from marketing events either attended or not to understand possible opportunities or further relationship building activities

* Identify key customers to target in accordance with the marketing campaign and build a sales experience to heighten the client to engage with Exponential-e

* Identify and engage with customers that fit the Exponential-e contact strategy within the criteria of the different sales teams

* Utilising a database tool to identify new contacts to improve traction with existing customers and new prospects to grow Exponential-e revenues

Sales Operations

* To ensure that the CRM is up to date for all accounts, customer contacts, prospects, deals and opportunities

* To understand the sale operation function and be adequately cross-trained to undertake certain tasks and duties

* Collaborate with sales support and the sales teams to improve the sales and operational processes

Knowledge and experience required:

* Good working knowledge of Microsoft Office - Excel, Word, Visio, OneNote and PowerPoint

* Good working knowledge of the CRM

* Highly adaptable and proactive

* Able to multi-task and work well under pressure

* Excellent organisation and planning skills

* Excellent written and verbal communication skills (including telephone manner)

* Attention to detail and ability to prioritise efficiently

* A passion for service excellence

* Knowledge of some of the following communication product suites:

* Cloud & IT services

* VOIP

* Data (MPLS, VPLS)

Mission Statement

"Achieve the status whereby Exponential-e 3.0 is formally acknowledged among our peers, competitors and clients as the most advanced and innovative business technology enabler in The World. A World-class company..."
Internal Account Manager

Type of role: full time permanent

Hours: Monday-Friday 09:00-17:30

Holidays: 25 days plus Public Holidays

Overall purpose of the job:

* To manage renewals across the business and ensure that the overall risk against churn and erosion is reduce/maintained within acceptable levels

* To fully account manage clients through the lifecycle of their services by developing relationships to up/cross-sell Exponential-e products and services

* To assist and support the account managers in servicing their existing client accounts by being the internal contact for accounts across the teams and serving client requests

* To support marketing and product campaigns to achieve the greatest ROI

* To support the sales operations function in delivering operational excellence

* Increasing customer experience, satisfaction, loyalty and spend with Exponential-e through the timely and efficient management of customers.

Key responsibilities for this job:

Renewals

* To manage all renewals across the business by understanding what services are out of contract and due for renewal in the next 3, 6, 9 and 12 months

* To ensure renewals targets are achieved on a monthly, quarterly and annual basis and that existing revenues are maintained or improved

* To provide ongoing reporting on customers out of contract to in contract in line with targets

* To understand by client, value and proposition the best method of securing a client for renewal within erosion levels

* To understand the current portfolio of Exponential-e product and services to explore key up/cross sell opportunities

* To plan renewal strategies and liaise with Product to produce a renewal product matrix offering to renew customers

* To plan renewal strategies and liaise with Marketing to produce campaigns to increase market share, raising awareness of the Exponential-e brand and technology

Account Management

* To fully account manage a sub-section of clients through the lifecycle of their services by developing relationships to up/cross-sell Exponential-e product and services in line with the contact strategy

* Inform clients of new services, partnerships, and/or products as they are announced or released

* Maintaining and developing client relationships with multiple touch points with each customer

* To identify new business opportunities for the account managers, enabling more services to be sold to the existing customers

* Working with clients’ management teams to understand particular business strategies

* Identifying opportunities within each client’s business portfolio as it relates to utilising additional Exponential-e services or product offerings

* Being the client’s advocate to ensure that all issues and change requests are addressed by Exponential-e and completed by the due date

* Assisting accounts to insure that a client’s account is never overdue on monies owed

* Tracking and escalation of client issues alongside the client relationship team

* Provide support to additional departments when required, as required

Events and Lead Generation

* Working with Marketing to understand the marketing calendar and the programme of activity to drive successful marketing campaigns and to support accordingly

* Drive prospects and clients to marketing events through different channels for attendance saturation

* Follow up prospects and clients from marketing events either attended or not to understand possible opportunities or further relationship building activities

* Identify key customers to target in accordance with the marketing campaign and build a sales experience to heighten the client to engage with Exponential-e

* Identify and engage with customers that fit the Exponential-e contact strategy within the criteria of the different sales teams

* Utilising a database tool to identify new contacts to improve traction with existing customers and new prospects to grow Exponential-e revenues

Sales Operations

* To ensure that the CRM is up to date for all accounts, customer contacts, prospects, deals and opportunities

* To understand the sale operation function and be adequately cross-trained to undertake certain tasks and duties

* Collaborate with sales support and the sales teams to improve the sales and operational processes

Knowledge and experience required:

* Good working knowledge of Microsoft Office - Excel, Word, Visio, OneNote and PowerPoint

* Good working knowledge of the CRM

* Highly adaptable and proactive

* Able to multi-task and work well under pressure

* Excellent organisation and planning skills

* Excellent written and verbal communication skills (including telephone manner)

* Attention to detail and ability to prioritise efficiently

* A passion for service excellence

* Knowledge of some of the following communication product suites:

* Cloud & IT services

* VOIP

* Data (MPLS, VPLS)

Mission Statement

"Achieve the status whereby Exponential-e 3.0 is formally acknowledged among our peers, competitors and clients as the most advanced and innovative business technology enabler in The World. A World-class company..."
Apply

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