Strategic B2B Account Manager – Growth & Sales

Vital Healthcare; Wrexham; On-site; GBP 26,000 - 38,000; Full time

Job summary

Certas Energy in Wrexham is seeking a Customer Account Manager to maximise commercial sales opportunities and deliver an exceptional customer experience. You will combine consultative selling, strong account management, up-selling, cross-selling and new customer acquisition to grow sales while maintaining profitable relationships.

In this role you will develop knowledge of our products, handle inbound inquiries, negotiate within authority, and manage portfolios to prevent churn.

Qualifications

• B2B contact centre experience desirable.
• Proven track record in telephone selling, up-selling and cross-selling.
• Account management experience desirable.
• Self-confidence and strong interpersonal skills.
• High degree of self-motivation and excellent time-management skills.
• Resilience, persistence and a strong work ethic.
• Target-driven and results-oriented approach.
• Ability to build strong and appropriate professional rapport with customers.
• Confidence in handling customer objections assertively and professionally.
• Ability to manage customer interactions with empathy.
• Strong organisational skills and prioritise effectively.
• Excellent listening and verbal communication skills.
• GCSE Maths and English are required.

Responsibilities

• Develop and maintain a comprehensive knowledge of our commercial products and services.
• Handle inbound customer contact across calls, emails and other channels, using a consultative sales approach.
• Identify and maximise sales opportunities, including up-selling and cross-selling relevant products and services.
• Negotiate sales prices within agreed authority levels to maximise profitability.
• Manage and grow an existing portfolio of commercial accounts, retaining customers, volume and margin while identifying opportunities for development.
• Work closely with Business Account Managers to produce customer SWOT analyses, identify prospects, support order taking and develop accounts.
• Support new sales activity for fuel and ancillary products, including prospecting lapsed and lost customers.
• Build strong, professional relationships with customers to prevent churn and protect existing business.
• Manage sales pipelines, customer retention activity, contractual legal diaries and action plans to prevent account degradation.
• Maintain up-to-date knowledge of competitor activity and market developments.
• Respond professionally to customer enquiries and ensure customer accounts and records are kept up to date.
• Manage customer financial processes, including credit checks, credit applications, payments and credit/debit note requisitions.
• Record customer interactions, quotes, sales and enquiries accurately on the appropriate systems.
• Deliver against individual, departmental and business targets and KPIs.
• Work collaboratively with colleagues across the business to deliver excellent sales and customer service.
• Proactively identify customer needs and future opportunities through effective account management.
• Investigate and resolve customer queries and complaints, escalating issues where appropriate.
• Support local marketing activity and customer engagement programmes when required.
• Promote a positive Health and Safety culture in line with our Safety F1rst principles.
• Ensure compliance with all relevant company policies, procedures, site rules and safety requirements.
• Take responsibility for your own personal development and actively participate in coaching and 1:1 activities.

Skills

B2B contact centre

Telephone selling

Account management

Interpersonal skills

Time management

Resilience

Target-driven

Professional rapport

Objection handling

Empathy in customer interactions

Organisational skills

Active listening

Excellent communication

GCSE Maths & English

Education

GCSE Maths & English

Job description

Certas Energy in Wrexham is seeking a Customer Account Manager to maximise commercial sales opportunities and deliver an exceptional customer experience. You will combine consultative selling, strong account management, up-selling, cross-selling and new customer acquisition to grow sales while maintaining profitable relationships.

In this role you will develop knowledge of our products, handle inbound inquiries, negotiate within authority, and manage portfolios to prevent churn.