Key Account Support Executive

Culligan UK limited; Wolverhampton; On-site; GBP 32,000 - 45,000; Full time

Benefits offered by this job

23 Days Holiday + Bank Holidays

Company Pension Scheme

Company Sick pay (after qualifying)

Cycle to Work Scheme Available

Employee Reward & Discount Platform

24/7 access to Employee Assistance 1ro

Access to on-going learning and devlop

Onsite parking available

Life Assurance Scheme

Job summary

Culligan UK limited in Wolverhampton is seeking a proactive Key Account Executive to manage a portfolio of strategic customer accounts. You will be the primary contact for day-to-day account management, build strong relationships, and drive customer satisfaction and retention.

You will collaborate with Sales, Customer Service and Operations to meet service levels, manage billing queries, and identify growth opportunities while maintaining accurate records in Salesforce.

Qualifications

• Experience in customer service, contact centre, account support or sales (ideally B2B).
• Proven experience managing key or strategic customer accounts.
• Excellent written and verbal communication; build trusted relationships.
• Strong problem-solving and analytical skills; resolve issues with customer-centric solutions.
• Knowledge of contract management, invoicing, billing and credit control.
• Confident negotiating service agreements, pricing, and solutions.
• Collaborative across departments to ensure seamless service delivery.
• Experience using CRM systems, preferably Salesforce.
• Highly organised with attention to detail and multiple priorities.

Responsibilities

• Serve as the primary point of contact for key customer accounts, delivering high standard of service.
• Manage and resolve inquiries including billing, service requests, installations, repairs, credits, contracts, and account setup.
• Coordinate onboarding, relocations, and novations; ensure processes are accurate.
• Build and maintain strong relationships with customers with regular reviews and check-ins.
• Handle issues, conflicts and escalations promptly with effective solutions.
• Collaborate with KAE, Customer Service, Operations, Delivery and Field teams to meet commitments.
• Maintain accurate customer records and activity logs in Salesforce.
• Produce and manage reporting, spend analysis and asset management information.
• Monitor account health: service levels, profitability, invoicing, payment history.
• Support continuous improvement to strengthen relationships and drive growth.
• Maintain customer portals and ensure data accuracy and compliance.

Skills

Account management

Customer service

Relationship building

Communication

Problem solving

CRM (Salesforce)

Organisational skills

Negotiation

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.

• 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 Reward & Discount Platform
• 24/7 access to Employee Assistance Program through Health Assured
• Access to on-going learning and development via our online learning platforms
• Onsite parking available
• Life Assurance Scheme