Key Account Manager

Freedom Fibre Limited.; Manchester; On-site; GBP 40,000 - 55,000; Full time

Job summary

A telecom service provider in Manchester is seeking a Key Account Manager to develop and maintain relationships with strategic customers. The ideal candidate will leverage their telecoms experience to enhance customer satisfaction and drive value. This role focuses on exceptional service and fostering collaboration with internal teams. Strong communication and account management skills are essential. Competitive compensation and opportunity for professional growth are offered.

Qualifications

• Proven experience in a key account management role in the utilities sector (preferably telecoms).
• Excellent communicator and experienced presenter.
• Experience of building strong relationships with stakeholders.

Responsibilities

• Develop and maintain relationships with strategically important customers.
• Identify opportunities to increase service value and connections.
• Deliver high-quality customer service and resolve account issues.

Skills

Customer Service

Agile problem solving

Meticulous communication skills

Attention to detail

Results oriented mindset

Tools

MS Office Suite

CRM platforms

Job description

Main purpose of job

As a Key Account Manager, you will be responsible for developing and maintaining relationships with strategically important customers. You will be accountable for identifying opportunities to increase the value delivered whilst increasing new connections to the Freedom Fibre Limited (FFL) network and honouring our contractual commitments. You will use your experience and in depth understanding of telecoms service fulfilment and assurance to ensure exceptional service quality is delivered for company residential and business products with a key focus on strategic opportunities.

Key results area

• Responsible for key customer relationship management, delivering high quality customer service to internal and external customers, responding to, and resolving account service issues.
• Understand market movement and identify strategic opportunities that keep FFL a competitive and attractive partner.
• Work with our B2B and partner sales teams to maximise order volumes.
• Understand strategic goals of customers and develop FFL products and services to support those goals.
• Located in customers' offices and collaborate to fully understand their needs and identify opportunities for continuous service improvement.
• Provide reliable and high standard of service as the dedicated point of contact.
• Coordinate the delivery of all services to your customers using product and service specialists as required.
• Have intricate understanding of contractual obligations and conditions.
• Monitor agreed SLAs and be the Voice of the Customer (VoC) to hold internal teams to the highest standards.
• Deliver regular service and business reviews with customer and internal stakeholders to review performance, risks and opportunities.
• Clear, professional, and effective communications via teams, telephone, email, or face to face meetings.
• Maintain up to date records on behalf of the customer using the appropriate systems and processes.
• Co-ordinate any ad-hoc customer requirements.
• Ensure service levels are maintained including validated invoices, queries progressed to resolution.
• Ensure all support groups are performing to the expected standards and liaise with internal FFL departments / suppliers to ensure swift resolution of fulfilment or assurance activities.
• Develop and support peer relationships both within operations and across FFL.
• Support management with development in FFL by leading workshops and liaising with other teams to help the continuous improvement of processes and customer experience.
• Effective time management ensuring tasks are effectively complete with agreed timeframes.

Person Specification

Qualifications

Essential

Customer Service

Desirable

ITIL Foundation

ITIL Service Operations

Six Sigma (Green Belt)

Relevant Experience

Essential

Proven experience in a key account management role in the utilities sector (preferably telecoms)

Excellent communicator and experienced presenter

Experience of building strong relationships both within FFL and with stakeholders

Demonstrate personal flexibility and mobility

Computer literate and advanced skills in MS Office software suite of tools

Desirable

Good understanding of CRM platforms and data flows via APIs

Aptitude, skills and abilities

Essential

Agile and pragmatic approach to problem solving

Meticulous written, verbal & presentation communication skills

Attention to detail

Results oriented mind set with a proven track record of delivery

Ability to create, manage and report business metrics with recommendations for improvements.

Personal drive and commitment, and a desire to make a difference

A service team player

Desirable

Management/leadership skills and qualifications