International Account Manager (IT/Telecoms)

International Account Manager (Telecoms Sector)

Salary: From £30k - £35k (Negotiable)
Location: Derby, East Midlands & Overseas
OVERVIEW

Our client is an exciting Derby based organisation who provides services to the Telecommunications sector. They are a well established and fast growing organisation who can boast key clients that include organisations like Vodafone, 02 and Orange in the UK and throughout the world! This truly is an International Role within a global organisation!

This role will be based in Derby (UK) as well as will involve global travel, and some work out of the companies sites throughout the world!

PURPOSE OF THE ROLE

• To maintain 100% retention of all existing customer clients.
• To deliver the very best service to existing customer client base ensuring a full understanding of customer needs both current and future are fulfilled by working together and building a partnership in line with all company offerings.
• To offer the customer a main point of contact that understands their company and needs.
• To offer a development plan for each customer that drives up-sell in all areas.
• To ensure agreed budgets are achieved for specific accounts.
• To prepare and plan for all new customers so they are welcomed and looked after properly from the offset.
• To ensure all support to customer is done in a timely and consistent manner in accordance to company policy and processes.
• To give a clear understanding of customer status at all times and report on this through company management information.

IDEAL CANDIDATE ATTRIBUTES

• Excellent diagnostic and problem-solving abilities
• Good organisational skills with the ability to prioritise
• Confident telephone manner and a professional when face to face with excellent communication skills
• Experience in call logging and handling customer requests of all types.
• Willingness and ability to learn new technical and diagnostic skills.

PRE-REQUISITE SKILLS

• Experience in customer-facing and on site visits.
• Experience in preparing and delivering client presentations and technical product support.
• Experience of international cultures. Experience of worldwide travel. Ability to travel (planned and short notice)

KEY RESPONSIBILITES & ROLE OBJECTIVES

• Customers
• Responsible for the key accounts
• Provide a detailed profile of each customer and it’s users
• Provide and maintain a development plan for all accounts
• To comply with all process relating to account management as laid out in company policies and processes.
• Manage all new requests from a customer
• Support
• Deliver technical and operational product support and issue resolution for any faults reported as per the FAQ support system
• To ensure a high level of product knowledge is both gained and maintained, including new developments planned and as they occur.
• To work to a set of company standards of support and first class customer service
• Monitor calls and statistics, and where necessary highlight/escalate issues to Manager
• Deliver technical and operational training
• Ensure all accounts are operating the latest software within 9 months of its release.
• Key Performance Indicators
• Achieve 100% retention for Annual Support contracts
• Achieve 100% of agreed visit plan
• Visit >90% of accounts on a bi-annual basis
• Achieve £50,000 of additional up-sales (upgrades or services) per account
• Achieve < 100% of agreed cost budget

ADDITIONAL PREFFERENTIAL SKILLS

The following would be great but are not required:

• Detailed understanding of Telecoms networks and IT billing systems
• Experience and evidence of maintaining a customer client base successfully
• Be able to interpret and present complex information as required
- the ability to speak French, Spanish, Portuguese, Russian or Mandarin would also enhance your application