Key Account Manager

As a Key Account Manager, you will be responsible for developing and maintaining relationships with strategically important customers.

Client Details

Our client is based in the North West of England and they are dedicated to driving change across our local area and beyond. They partner with Internet Service Providers to optimise the UK's fibre network. Together they deliver the best possible customer experience whilst driving down costs and improving the speed of roll-out.

Description

As a Key Account Manager, you will be responsible for developing and maintaining relationships with strategically important customers. You will be accountable for identifying opportunities to increase the value delivered whilst increasing new connections to the clients network and honouring our contractual commitments. You will use your experience and in depth understanding of telecoms service fulfilment and assurance to ensure exceptional service quality is delivered for company residential and business products with a key focus on strategic opportunities.

• Responsible for key customer relationship management, delivering high quality customer service to internal and external customers, responding to, and resolving account service issues.
• Understand market movement and identify strategic opportunities that keep FFL a competitive and attractive partner.
• Work with our B2B and partner sales teams to maximise order volumes.
• Understand strategic goals of customers and develop FFL products and services to support those goals.
• Located in customer's offices and collaborate to fully understand their needs and identify opportunities for continuous service improvement.
• Provide reliable and high standard of service as the dedicated point of contact.
• Coordinate the delivery of all services to your customers using product and service specialists as required.
• Have intricate understanding of contractual obligations and conditions.
• Monitor agreed SLAs and be the Voice of the Customer (VoC) to hold internal teams to the highest standards.
• Deliver regular service and business reviews with customer and internal stakeholders to review performance, risks and opportunities.
• Clear, professional, and effective communications via teams, telephone, email, or face to face meetings.
• Maintain up to date records on behalf of the customer using the appropriate systems and processes.
• Co-ordinate any ad-hoc customer requirements.
• Ensure service levels are maintained including validated invoices, queries progressed to resolution.
• Ensure all support groups are performing to the expected standards and liaise with internal FFL departments / suppliers to ensure swift resolution of fulfilment or assurance activities.
• Develop and support peer relationships both within operations and across FFL.
• Support management with development in FFL by leading workshops and liaising with other teams to help the continuous improvement of processes and customer experience.
• Effective time management ensuring tasks are effectively complete with agreed time frames.

Profile

Qualifications:

Essential:

• Customer Service

Desirable:

• ITIL Foundation
• ITIL Service Operations
• Six Sigma (Green Belt)

Relevant Experience

• Proven experience in a key account management role in the utilities sector (preferably telecoms)
• Excellent communicator and experienced presenter
• Experience of building strong relationships both within FFL and with stakeholders
• Demonstrate personal flexibility and mobility
• Computer literate and advanced skills in MS Office software suite of tools

Desirable:

• Good understanding of CRM platforms and data flows via APIs

Aptitude, skills and abilities

Essential:

• Agile and pragmatic approach to problem solving
• Meticulous written, verbal & presentation communication skills
• Attention to detail
• Results oriented mind set with a proven track record of delivery
• Ability to create, manage and report business metrics with recommendations for improvements.
• Personal drive and commitment, and a desire to make a difference
• A service team player

Desirable:

• Management/leadership skills and qualifications

Job Offer

• Salary £45,000 - £50,000 depending on experience
• Hybrid working, Need to be able to commute to Rochdale and Irlam offices
• 25 days holiday plus an extra day off for your birthday
• flexible and hybrid working
• Generous pension - employer 6%, employee 3%
• Discretionary bonus
• Medical cash plan
• Life assurance
• Shut down over Christmas