Job Overview: 

You will help strengthen relations with existing customers through ensuring all planned and required activities are followed, that you carry out regular ‘care calls’ with customers to ensure they are happy with the service, that you update information in the CRM, that you alert key staff of issues and opportunities, etc.

Department/Group: Sales & Marketing

Line Manager: Head of Client Relations

Level/Salary Range: As per Company’s Policy

Role & Responsibilities: 

• Tracking Support Contract via CRM and liaising with Account owners & finance
• Reviewing Support calls and Licence usage with the S&M team looking for potential issues on the clients
• Calling clients periodically – care calls – to ensure all is ok – again looking for changes and issues
• Conducting and reporting on Surveys (CSAT, NPS, VOC) on a regular basis
• Supporting nominated account owners during the annual renewal process
• Review T&M run down to alert client and account managers
• Tracking potential new support contracts from completing projects – including ensuring the new contracts are fit for purpose and come into a play immediately after Go Live
• Creating, compiling and researching for Account Review reports and presentations
• Compiling and drafting regular Client newsletter (min. 4 times per annum) with key internal resources supporting

Requirements: 

• At least 3 years of customer facing experience
• Excellent verbal and written communication skills in English
• Experienced at making pro-active out-bounds calls
• Experience in using CRM or similar systems
• Strong Excel and PowerPoint skills
• Enthusiastic out-going personality
• Attention to detail, especially when multi-tasking
• Team player and good time-management skills
• Great interpersonal and communication skills

Qualifications:

• English
• Business, Marketing or Customer Service qualifications an advantage

Work experience:

• Three years +

Applying Procedure:

To apply, please mail your CV to [email protected] 

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