Back to search.Insight Direct (UK) Limited - Client Account Manager
| Employment Type: | Permanent |
| Location: | France, Vιlizy |
| Salary: | Competitive |
| Languages: | English |
Advertiser Details
- Name:Insight Direct (UK) Limited
- Posted:13-09-2010
- Code:TLJ CAM-07
Job Purpose:
Proactively engage with existing customer base to ensure all value added services and on going benefits are delivered efficiently to exceed customer expectations. Additional business opportunities should be identified, Management of SA Benefits on behalf of the client.
Key Tasks & Responsibilities:
PRESALES ACTIVITIES
Initiates client set-ups and product set-ups
Provides quoting and intensive consulting and advisory service to customers (pricing, discounts, agreements, products, billing, contracts etc.)
QUERY HANDLING
Works daily on all assigned client enquiries
Informs and updates client and/or sales within agreed service level timeframes
Interacts with other departments (Purchasing, Licensing, E-Services, Finance, Sales) to resolve client issues
Takes ownership of escalations and follows escalation procedure
QUERY HANDLING
Answers telephone within set timeline and in a in a polite, professional and expedient manner
ACCOUNT MANAGEMENT
Supervises assigned key accounts as the subject matter expert providing proactive service and support regarding all client standard and specific requests
Produces regular statistical evaluation & reporting and provides updates to client, sales counterpart and management
Analyses all account activity in order to take appropriate actions to increase effectiveness and to ensure all Service Level Agreements are consistently met or exceeded
Provides input and feedback for client account reviews by data analyzing and interpreting, monitors and reports on escalation trends and works closely with sales counterpart to co-develop assigned accounts
Organises regular and proactive client (conference) calls checking on client satisfaction and establishing measures to maintain and improve service excellence
Applies quality control measures to reduce amount of client complaints and company profit losses
ADDITIONAL
Keeps management informed regarding major challenges
Provides back up support within Client Account Services EMEA for vacations and absences
Attends department, vendor, system and any other training offered in order to keep skills updated.
Qualifications Required:
Experience Required
Excellent strategic, communication and interpersonal skills with both internal staff and external customers
Strong customer orientation and relationship building skills
Ability to service customers with quality, timeliness and professionalism and instruct team members to strive for similar excellence
Ability to coach team members concerning strong attention to detail and high level of accuracy
Proven self-reliance and resourcefulness and ability to organize, prioritize and multitask
Ability to demonstrate initiative and to operate proactive
Excels in effective and positive communication both verbally and written (exemplary telephone etiquette)
Excellent PC skills such as Microsoft Office products and knowledge of basic operating systems
Extensive knowledge of various software products and of volume licensing agreements
Ability to work well under pressure
Must be flexible with working hours / scheduling
Proficiency in English is a must
Proactively engage with existing customer base to ensure all value added services and on going benefits are delivered efficiently to exceed customer expectations. Additional business opportunities should be identified, Management of SA Benefits on behalf of the client.
Key Tasks & Responsibilities:
PRESALES ACTIVITIES
Initiates client set-ups and product set-ups
Provides quoting and intensive consulting and advisory service to customers (pricing, discounts, agreements, products, billing, contracts etc.)
QUERY HANDLING
Works daily on all assigned client enquiries
Informs and updates client and/or sales within agreed service level timeframes
Interacts with other departments (Purchasing, Licensing, E-Services, Finance, Sales) to resolve client issues
Takes ownership of escalations and follows escalation procedure
QUERY HANDLING
Answers telephone within set timeline and in a in a polite, professional and expedient manner
ACCOUNT MANAGEMENT
Supervises assigned key accounts as the subject matter expert providing proactive service and support regarding all client standard and specific requests
Produces regular statistical evaluation & reporting and provides updates to client, sales counterpart and management
Analyses all account activity in order to take appropriate actions to increase effectiveness and to ensure all Service Level Agreements are consistently met or exceeded
Provides input and feedback for client account reviews by data analyzing and interpreting, monitors and reports on escalation trends and works closely with sales counterpart to co-develop assigned accounts
Organises regular and proactive client (conference) calls checking on client satisfaction and establishing measures to maintain and improve service excellence
Applies quality control measures to reduce amount of client complaints and company profit losses
ADDITIONAL
Keeps management informed regarding major challenges
Provides back up support within Client Account Services EMEA for vacations and absences
Attends department, vendor, system and any other training offered in order to keep skills updated.
Qualifications Required:
Experience Required
Excellent strategic, communication and interpersonal skills with both internal staff and external customers
Strong customer orientation and relationship building skills
Ability to service customers with quality, timeliness and professionalism and instruct team members to strive for similar excellence
Ability to coach team members concerning strong attention to detail and high level of accuracy
Proven self-reliance and resourcefulness and ability to organize, prioritize and multitask
Ability to demonstrate initiative and to operate proactive
Excels in effective and positive communication both verbally and written (exemplary telephone etiquette)
Excellent PC skills such as Microsoft Office products and knowledge of basic operating systems
Extensive knowledge of various software products and of volume licensing agreements
Ability to work well under pressure
Must be flexible with working hours / scheduling
Proficiency in English is a must
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