AMS - Customer Engagement Manager

Southwest Constructions Services, Inc.; Northwich; Hybrid; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Customer Engagement Manager to foster strong relationships with clients and enhance customer satisfaction. This role involves managing up to 20 customer accounts, facilitating effective communication, and organizing meetings to ensure client needs are met. You will also support new business sales, demonstrating innovative software solutions and contributing to the growth of the company. If you are passionate about customer engagement and thrive in a dynamic environment, this is the perfect opportunity to make a significant impact.

Qualifications

• Experience in account management and customer engagement is essential.
• Good communication and documentation skills are necessary.

Responsibilities

• Manage customer accounts and ensure high customer satisfaction.
• Organize account management meetings and follow up on feedback.
• Support new business sales and demonstrate software to clients.

Skills

Housing Sector Experience

ActiveH Experience

JIRA Skills

Confluence Skills

Documentation Skills

Communication Skills

Tools

JIRA

Confluence

Job description

Salary: £tbc
Location: Northwich, Cheshire / Remote
Contact: [e-mail]

Reporting To

Head of Customer Engagement

Skills

1. Housing Sector Experience / Knowledge would be beneficial but not mandatory
2. Experience of ActiveH would be beneficial but not mandatory
3. JIRA and Confluence skills would be beneficial but not mandatory
4. Good documentation skills
5. Good communication skills (written and verbal)

Role Outline

1. Account Management
2. RFC and Quote Management
3. Third party contract management
4. New Business/Sales

Product Knowledge

1. Gather ActiveH product knowledge over time and gain a greater understanding of the customer working practices
2. Work closely feeding into the Best Practice (BP) build strategy
3. Support the company to review legislation changes and articulate the impact to the products and services.

Responsibilities

Customer Engagement Management (Remote or Onsite)

1. Establish and develop productive professional relationships with up to 20 customer accounts with the aim of retaining customers.
2. Ongoing written and verbal communications with customers
3. Organise, manage and schedule Account Management Meetings and at least quarterly account management calls.
4. Deliver high quality Account Management meetings and produce professional standard minutes.
5. Seek feedback on services provided (including ongoing projects) and customer satisfaction with products and services.
6. Coordination of third-party arrangements procured through MIS including initial coordination with third party suppliers and annual renewals and invoicing process.
7. Hold strategic level discussions with client senior IT Managers or Directors to understand client strategy.
8. Maximise opportunities to upsell products and services by:
1. identifying appropriate MIS solutions or services to help clients deliver their strategy.
2. Delivering demonstrations of new product features or new products during Account Management meetings where applicable
3. Identifying situations where discovery or re-discovery days may be beneficial to the customer to help realise greater value from the ActiveH System.

New Business Sales

1. Support of tender process
2. Able to confidently demonstrate software to potential clients and their senior staff and to demonstrate products at user groups, conferences and exhibitions.
3. Ability to communicate effectively and proactively with prospects, consultants, customers, other Directors and departments.
4. Initial production of proposals and costings for ActiveH prospects to be finalised and signed off by Head of Customer Engagement
5. Attendance at daily Customer Engagement Team meetings to discuss activity for existing accounts, prospects and opportunities.
6. Maintenance of the Customer Engagement documentation libraries and CRM solution, ensuring that all documentation is produced to a high standard and all information is up to date.

Quote Creation (Request For Change Analysis)

1. Assessing RFC requirements with the customer and facilitating the logging of RFC’s on the Jira service desk
2. Liaising with Customer Services to ensure that Quotes are produced in a timely fashion for approval by the relevant director / manager.

Customer Software Trials

1. Organise software trials and manage the trial period.
2. Liaise with Customer for feedback on the trial outcomes

Ad-hoc

1. Attend Project and Discovery meetings where the project manager has requested your presence and input
2. Involvement with planning events and marketing collateral
3. Attend exhibitions along with other members of the Customer Engagement team, managers and directors and engage with delegates with the intent on gathering leads.

Behavioural Competencies

1. Act in a friendly and professional manner to both colleagues and customers
2. Follow company current dress and behaviour codes

General

1. Demonstrate excellent time keeping
2. Carry out any other duties that the company deems necessary.
3. Mainly working from home, some office visits as and when required
4. Possible site visits as and when required