Customer Experience Executive

Dms Reprographics Ltd; Bolton; Hybrid; GBP 35,000 - 44,000; Full time

Benefits offered by this job

Company car

Team building nights (paid)

Dress down Fridays

Job summary

DMS Digital Group is seeking a proactive Account Manager based in Bolton to nurture key client relationships and drive cross-sell opportunities across our services.

You will own a portfolio of important clients, lead onboarding, coordinate internal teams, and present plans to address business needs while contributing to growth and customer satisfaction.

Qualifications

• Experience in key account management.
• Strong relationship-building and communication skills.
• Familiarity with CRM tools and Microsoft Office.
• Ability to present plans and lead meetings.

Responsibilities

• Manage a portfolio of our key accounts.
• Act as the first point of contact for clients, building relationships.
• Oversee onboarding for new clients and coordinate communications.
• Educate clients on divisions and products to increase sales.
• Provide status reports on existing and new accounts.

Skills

Client relationship management

CRM (Salesforce)

Microsoft Office

Presentation & leading

Driving licence

Tools

Salesforce CRM

Job description

After an excellent start to the year, we are looking to recruit a new role into the business to look after our key clients on a regular basis. This will entail managing our clients both to maintain existing relationships and cross sell our range of services to increase sales. Duties include, but are not limited to:

• Managing a portfolio of our key accounts
• Acting as the first point of contact for these clients, building strong relationships
• Undertake the on-boarding process for new clients, leading communication
• Educating our clients on our divisions and products to increase frequency of sale
• Providing accurate status reports of existing accounts and new clients
• Create plans to address client's business needs
• Create a sales plan to generate additional revenue
• Schedule regular meetings with customers to ensure they are satisfied
• Act as point of contact for complaints and elevate issues as appropriate
• Study competition to find new ways to retain customers
• Collaborate with internal teams to address customer's needs
• Collaborate with partners to keep up to date with new products coming to market and ensure clients who will benefit are informed
• Ensuring client contact is recorded and kept up to date on The DMS Digital Group systems.
• In this role, you should be an excellent communicator who is able to grasp customer needs and brainstorm ways to fulfil them. It would be ideal if you have previous experience in the technology industry in a Customer Service type role and are looking for the next step in your career, but we are also interested in speaking with you if you have a background in travel, hospitality or any other customer facing role.

Key Skills & Experience:

• Confident & enthusiastic self-starter
• Ability to build and maintain strong professional relationships
• Use of CRM system (ideally Salesforce) preferable but not required
• Familiar with Microsoft Office packages
• Ability to present and lead
• Full UK driving licence required for this role
• Company car
• Regular (paid for) team building nights
• Dress down Fridays with drinks after work (when allowed)