Field Account Manager

Daisy Communications Limited; Dartford; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading communications company in Dartford is seeking a dedicated account manager to ensure customer satisfaction by conducting regular reviews and increasing product penetration. The ideal candidate will have strong communication skills and the ability to manage customer expectations effectively. Responsibilities include maintaining product knowledge, addressing service issues, and ensuring timely communication with clients.

Responsibilities

• Ensure customer visits every 3 months for account reviews.
• Increase product penetration across the existing business base.
• Establish customers' needs for new products and services.
• Input collected information into the system within 24 hours.
• Provide all quotes to customers within 48 hours.

Job description

1. To achieve Net growth and increase product penetration through cross selling Daisy products into existing customers

Responsibilities

• It is your responsibility to ensure you see your customer every 3 months for account reviews
• It is your responsibility to increase product penetration across the existing business base of customers, via a high level of product knowledge across the Daisy product portfolio.
• To ensure that all opportunities qualified are pre-called 24 hours in advance of the meeting due date with clear agenda provided.
• By effective questioning of customers, establish customers' needs for new/additional products and services and if necessary engage with the appropriate specialist resource from within the Daisy team to meet the customers need.
• It is your responsibility to ensure that the information collected during the meeting is input into Daisy Central correctly within 24 hours & all actions are sent to the customer after the meeting.
• All quotes must be completed through the new Daisy Central system, or on the templates provided by the business
• To ensure your product knowledge is at a level that enables you to spot opportunities to improve customer's effectiveness/ improve their efficiency / reduce their operating costs.
• All quotes to customers must be provided within 48 hours of meeting SAT.
• To ensure you deliver great account management to your base to drive re-signs and more cross sell opportunities.
• Work closely with support and specialists teams to provide high level of service and recommendations for your customer base.

Customer Service Responsibilities

• It is your responsibility to raise a case with customer service for customers with service issues, and ensure all relevant details are provided within DC.
• The responsibility for ensuring that the case has been resolved lies with you and you must communicate with the customer at all times.
• Customers that have had cases raised must be contacted once the case is closed to ensure that this has met the customers' expectations.
• If a customer is at risk of cancelling and you cannot resolve the issues this must be flagged to your manager who will agree the most appropriate course of action