Key Account Support Executive

Culligan International; Wolverhampton; Hybrid; GBP 30,000 - 45,000; Full time

Benefits offered by this job

23 days holiday + bank holidays

Pension scheme

Sick Pay (after qualifying period)

Cycle to Work scheme

Employee rewards and discounts

Health Care Plan

Health Assured EAP 24/7/365

Learning and development platform

Free onsite parking

Life Assurance

Job summary

Culligan International in Wolverhampton is seeking a proactive Key Account Executive to manage a portfolio of strategic client accounts, delivering outstanding service and acting as the primary day-to-day contact. You will build strong relationships, resolve queries, and drive satisfaction, retention and growth across Culligan’s products and services.

You will work in a fast-paced B2B environment, coordinating with Sales, Customer Service, Operations and Delivery to ensure seamless service

Qualifications

• Experience in customer service, contact centre, account support, or sales in a B2B environment.
• Proven experience managing key or strategic customer accounts.
• Excellent written and verbal communication with the ability to build trusted relationships at all levels.
• Strong problem-solving and analytical skills, with the ability to identify issues and implement customer-centric solutions.
• Knowledge of contract management, invoicing, billing, and credit control processes.
• Confident negotiating service agreements, pricing discussions, and customer solutions.
• Collaborative across multiple departments to ensure seamless service delivery.
• Experience using CRM systems, preferably Salesforce.
• Highly organised with strong attention to detail and the ability to manage multiple priorities effectively.

Responsibilities

• Serve as the primary point of contact for key customer accounts, delivering a high standard of customer service and ensuring a seamless customer experience.
• Manage and resolve a wide range of customer enquiries, including billing and payment queries, service requests, installations, repairs, consumables orders, purchase orders, credits, contract amendments, and account setup.
• Coordinate customer onboarding, offboarding, MIF relocations, and novations, ensuring all processes are completed accurately and efficiently.
• Build and maintain strong relationships with customers, conducting regular account reviews and proactive check-ins to understand their needs and identify opportunities for improvement.
• Handle customer issues, conflicts, and escalations promptly, providing effective solutions that support customer satisfaction and retention.
• Work closely with Key Account Executives, Customer Service, Operations, Delivery, and Field teams to ensure customer commitments are met and services are delivered effectively.
• Maintain accurate customer records, account information, and activity logs within Salesforce and other internal systems.
• Produce and manage reporting, master data updates, spend analysis, and asset management information to support account performance.
• Monitor account health, including service levels, profitability, invoicing, payment history, and customer engagement, identifying and mitigating potential risks.
• Support continuous improvement initiatives and proactively identify opportunities to strengthen customer relationships, improve processes, and drive account growth.
• Maintain customer portals and ensure all customer data remains accurate, compliant, and up to date

Skills

Key account management

B2B customer service

CRM systems

Sales negotiations

Stakeholder management

Analytical skills

Tools

Salesforce

Job description

As a Key Account Executive, you will deliver exceptional customer service to a portfolio of strategic customer accounts, acting as the primary point of contact for day-to-day account management. You will build and maintain strong customer relationships, proactively resolve queries, and ensure service levels are consistently met. Working closely with customers to understand their needs, you will play a key role in driving customer satisfaction, retention, and account growth while ensuring a seamless experience across Culligan’s products and services.

We’re seeking a customer-focused professional with experience managing customer relationships in a fast-paced B2B environment. The ideal candidate will be confident building strong stakeholder relationships, resolving complex issues, and delivering exceptional levels of service.

• Experience working within a customer service, contact centre, account support, or sales environment, ideally B2B.
• Proven experience managing key or strategic customer accounts.
• Excellent written and verbal communication skills with the ability to build trusted relationships at all levels.
• Strong problem-solving and analytical skills, with the ability to identify issues and implement customer-centric solutions.
• Knowledge of contract management, invoicing, billing, and credit control processes.
• Confident negotiating service agreements, pricing discussions, and customer solutions.
• Ability to work collaboratively across multiple departments to ensure seamless service delivery.
• A track record of delivering outstanding customer service and successfully resolving customer queries and escalations.
• Experience using CRM systems, preferably Salesforce, to manage customer information and account activity.
• Highly organised with strong attention to detail and the ability to manage multiple priorities effectively.

Responsibilities

• Serve as the primary point of contact for key customer accounts, delivering a high standard of customer service and ensuring a seamless customer experience.

• Manage and resolve a wide range of customer enquiries, including billing and payment queries, service requests, installations, repairs, consumables orders, purchase orders, credits, contract amendments, and account setup.
• Coordinate customer onboarding, offboarding, MIF relocations, and novations, ensuring all processes are completed accurately and efficiently.
• Build and maintain strong relationships with customers, conducting regular account reviews and proactive check-ins to understand their needs and identify opportunities for improvement.
• Handle customer issues, conflicts, and escalations promptly, providing effective solutions that support customer satisfaction and retention.
• Work closely with Key Account Executives, Customer Service, Operations, Delivery, and Field teams to ensure customer commitments are met and services are delivered effectively.
• Maintain accurate customer records, account information, and activity logs within Salesforce and other internal systems.
• Produce and manage reporting, master data updates, spend analysis, and asset management information to support account performance.
• Monitor account health, including service levels, profitability, invoicing, payment history, and customer engagement, identifying and mitigating potential risks.
• Support continuous improvement initiatives and proactively identify opportunities to strengthen customer relationships, improve processes, and drive account growth.
• Maintain customer portals and ensure all customer data remains accurate, compliant, and up to date

• 23 days' holiday + Bank Holidays
• Company Pension scheme
• Company Sick Pay (after qualifying period)
• Cycle to Work scheme available
• Employee rewards and discounts
• Option to join Health Care Cash Plan
• 24/7 365-day access to Employee Assistance Programme through Health Assured
• Access to on-going learning and development with our online learning platform
• Free onsite parking
• Life Assurance