Key Account Support Executive

culliganalabama; Wolverhampton; On-site; GBP 32,000 - 46,000; Full time

Benefits offered by this job

23 Days Holiday + Bank Holidays

Company Pension Scheme

Sick pay after qualifying period

Cycle to Work Scheme

Employee Reward & Discount Platform

24/7 Employee Assistance Program

Learning and development access

Onsite parking

Life Assurance Scheme

Job summary

Culligan seeks a diligent Key Account Executive to deliver exceptional service to a portfolio of strategic accounts, acting as the primary contact for day-to-day management. You will build relationships, proactively resolve queries, and ensure service levels are met while driving account growth across Culligan's products and services.

You will collaborate with multiple internal teams and use Salesforce to maintain records, generate insights, and support reporting.

Qualifications

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

Responsibilities

• Serve as primary point of contact for key customer accounts, delivering high standard of service and seamless experience.
• Manage and resolve a wide range of customer enquiries including billing, service requests, installations, repairs, orders, credits, amendments, and setup.
• Coordinate onboarding, relocations, and novations, ensuring accuracy and efficiency.
• Build and maintain strong relationships with customers with regular account reviews and proactive check-ins.
• Handle issues, conflicts, and escalations with effective, customer-focused solutions.
• Work with KAE, Customer Service, Operations, Delivery, and Field teams to meet commitments.
• Maintain accurate customer records and activity logs in Salesforce and other systems.
• Produce reporting, master data updates, spend analysis, and asset management information.
• Monitor account health, service levels, profitability, invoicing, payment history, and engagement; mitigate risks.
• Support continuous improvement to strengthen relationships, improve processes, and grow accounts.
• Maintain customer portals and ensure data is accurate, compliant, and up to date.

Skills

Customer service

Account management

B2B sales

CRM Salesforce

Communication skills

Problem solving

Negotiation

Cross-team collaboration

Data analysis

Attention to detail

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