In this senior level role you will be required to support and develop a team of Desk Based Account Managers. Taking responsibility for the ongoing advancement of team performance.

Tasked with establishing, developing and managing quality relationships within a dedicated customer base, the Senior Desk Based Account Manager is challenged to take ownership and responsibility, earning the right to further develop each account within a technology framework, both with individual customer and across a wider team of direct reports.

You will play a key part in the customer journey and will be required to obtain and document important information about customer objectives and desired outcomes for success – feeding into defined development plans and review forums.

In addition, you will be expected to conduct regular customer review meetings, supporting customers with any queries or requests they may have, helping them to overcome challenges.

Data capture and cleansing will be at the forefront of the approach, helping to ensure best experience along with clear communication reach, as and when required.

Success will be defined across several quantifiable factors including relationship health scoring, contractual success, baseline performance and orderbook achievement.

A day in the life of a Senior Desk Based Account Manager looks a little like this:

Oversee the day to day management of a team of Desk Based Account Managers, supporting in the achievement of key objectives and performance measures.

Support in departmental reporting and analysis sessions.

Leverage your personal skills to develop quality, meaningful customer relationships.

Carry out commercial analysis to support with forecasting and planning.

Maintain regular service reviews with customers, identifying and documenting challenges and opportunities.

Work within clear data frameworks, adopting best practices to ensure a quality customer experience.

Lead on customer facing communication, helping to connect customers to resolutions and relevant areas of benefit, commercially, operationally and technologically.

Who we’re looking for

Experience in managing and leading people and teams.

Experience in managing relationships, overcoming challenges and establishing resolutions.

Good communicator – able to set and manage expectations.

Customer Service skills – personable, good listener, attention to detail.

Understanding of CRM systems and basic data management principles.

Negotiation skills – capable of handling objections effectively.

Prior experience supporting customers with a unified communication product set (voice, connectivity, mobility etc).

Sales background with experience in quotation building and order submission.

Experience in providing technical support in a business to business capacity.

Here’s why you’ll love working for us

Our vision is to be the leading sustainable Cloud Communications Provider, delivering world class Customer Experience (CX) and Digital Transformation solutions.

And, when it comes to support, we are always looking for new ways to help our team grow and develop. Our values allow us to nurture a supportive company culture and retain a dedicated workforce through valuing our team’s hard work, empowering each other to do our best, whilst staying humble and having compassion.

We will invest in your learning and celebrate your successes by recognising and rewarding your hard work. Some of our company benefits include:

25 days holiday + bank holidays + 1 volunteering day

Your Birthday off

Hybrid working

Enhanced Maternity & Paternity Leave

Employee loyalty rewards

Accredited Investors in People organisation

Regular company events

Plenty of scope for progression and opportunities for training – technical and management

Achievement celebrations & rewards

Medical schemes and cycle-to-work initiatives

Mental wellbeing and financial wellbeing support

Check out our careers hub for more info on our benefits!