The position for International Account Manager (IT/Telecoms) in Derby is no longer available
International Account Manager (IT/Telecoms)
International Account Manager (Telecoms Sector)
Salary: From £30k - £35k (Negotiable)
Location: Derby, East Midlands & Overseas
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.
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
Responsible for the key accounts
Provide a detailed profile of each customer and its 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
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