Job Purpose

As an Account Manager, your role will be to support the Head of Business Relations by attending regular customer meetings, accurately capturing customer requirements along with following up on any actions. The role will require you to be able to feedback customer requirements to business and ensure they are understood. You will build and develop relationships with customers at all levels and ensure you provide a high level of customer service.

 

Job Duties
  • Customer relationship management – attending monthly 1:1 meetings, general customer support, and acting as a client’s point of contact.
  • Supporting the Head of Business Relations in monitoring customer projects post go live and monitor customer system usage to identify opportunities for improvement and growth.
  • Proving customer feedback to the business in regards to new features to be considered for the product/s roadmap.
  • Support the Head of Business Relations in developing comprehensive reporting to monitor and track customer satisfaction levels and systems usage.
  • Ensuring the company CRM system remains up to date with client information arising from customer feedback.
  • Promoting the company brand and vision at any given opportunity.
  • Support the organisation and attended quarterly User Groups, Special Interest Groups & Customer Workshops.
  • Facilitating a customer community network by using effective interactions to connect customers.
  • Organising and providing support with training customers on the company software as needed.

 

Key success criteria
  • High Customer Service levels are consistently maintained. Represented by quarterly surveys.
  • All Live Customers have regular meetings scheduled.
  • All Projects and actions from meetings are followed up on and delivered within the timescale set.
  • Customers have a voice that is heard and is translated to delivery from the company as evidenced by their requests being added to the product roadmap and by the escalation of service delivery issues to management.

 

Galejay is an inclusive employer and prides itself on the main values of honesty and integrity. If you have these qualities and wish to apply, please send your CV to Charlie Holt-Staplehurst, Associate Director at cholt-staplehurst@galejay-recruitment.com