Customer Support Relationship Manager

25 May 20222022-05-25
Leatherhead, Surrey
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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!


•             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