Our superb client, based in Leatherhead, is looking for someone to provide a high level of internal account management & admin support to the sales team, allowing the sales team to achieve target and providing customer excellence by meeting all SLA’s. This is a fantastic opportunity for someone who is customer focussed!
Responsibilities:
• Be the first point of contact for all incoming customer queries & respond within our standard 4-hour SLA
• Work collaboratively with your aligned Account Manager and our Vendor Alliances team on all licensing requests and presenting these back to the customer
• Work in collaboration with our Legal & Contract Teams to ensure customers adhere to the correct terms and conditions and contracts are signed and added onto the system
• Log deal registration for qualifying opportunities and understand how GP can be maximised from these
• Co-ordinate and liaise with other internal departments where they own a specific process and ensure the customer is in receipt of the necessary tools/information within the business SLA
• Ensure any contracted or agreed monthly reports are compiled and distributed in advance of effective date
• To advise customers on licensing procedures and discuss purchasing options with them
• Management of Customer Relationship Management System (Dynamics) for allocated accounts
• Assist Account Manager with monthly forecasting and account mapping
• Ensure all orders are processed accurately in line with operations procedures
• Ensure all outstanding orders are delivered and invoiced at the end of each month and follow up with suppliers/distribution where required
• Provide, track, and follow up on all software quotations & manage and notify customers for all contractual renewals
• Complete operational tasks across all vendors including management of all renewals and annuity business
• Regular liaison with the relevant personnel within our customers’ organisation (specifically at Purchasing level) & build relationships on a day-to-day basis
• Distribute & follow up on all database alerts such as compliance and agreement expiry notifications
• Training customers on vendor portals and management of these and their benefits
• Collate and prepare data for customer QBR meetings
• Attend Customer review meetings & perform Operational health checks on a regular basis
• Provide cover for members of your team as necessary
• Generation of incremental business opportunities through strong customer relationships.
• Be able to discuss Microsoft licensing programmes with customers and understand licensing rules and procedures for the different programmes available
• To be able to source pricing for all vendors and be able to digest new licensing information and explain this back to the customer
Key skills/attributes:
• Organised individual with excellent time management
• Accuracy and attention to detail essential
• Copes well under pressure and can meet deadlines
• Excellent verbal and written communication with customer service/facing skills essential
• Self-motivated and able to take responsibility
• Commercial acumen and ability to construct and drive commercial outcomes to achieve positive results
• Intermediate-level skills in use of Microsoft Office suite applications
• Tenacious, outgoing, and quick to learn
• Adaptable and forward thinking