Account Support Executive

The Role 

Working within a newly formed Account Management team you will be responsible for regularly communicating with clients regarding new products, resources and company updates, as well as managing client feedback. Working closely with Sales, Marketing and Support you will be key to be ensuring that our clients are exposed to high levels of service and communication to ensure high customer satisfaction. 

A dedicated and confident communicator, both written and verbal, with a passion for providing an excellent client experience is paramount, with the desire to ensure that client relationship and service levels are to the highest of standards.

Using and managing Salesforce, being highly organised and proactive with the ability to keep your eye on multiple streams of information coming from clients, you will be able to manage expectations and report in a professional manner.

You are a friendly and approachable person, with strong attention to detail and desire to provide solutions with prompt resolutions for our clients.

 

Responsibilities

•           Continuous management of our client accounts with regards to the management of annual licenses fee and renewals.

•           Ongoing communication to clients and building relationships with key contacts to understand their view on the current level of service provided, reviewing support tickets and the performance of the client’s live product (s).

•           Analysing current spend and identifying upsell opportunities for the sales team.

•           Organising, scheduling and liaising with sales and support teams on information fed back from clients about issues and sales opportunities and ensuring feedback is followed through.

•         Working with Marketing on after sales service surveys, on-boarding campaigns and managing and cleansing data within Salesforce.

•         Managing and delivering reports and stats when required.

 

Desired skills

•          Knowledge of Salesforce with an understanding of Zendesk

•          Proficient in Microsoft Word, Excel and PowerPoint

•          An understanding of reports and analysis through Salesforce and Zendesk

•          Ability to work well as part of a team or individually

•          Ability to work effectively with multiple client needs