Account Manager

Increased growth has led to the opening of an Account Manager to join our clients Battersea operation.

Project Management

To assist in the implementation of new clients and new document types by working alongside the assigned project lead.

This will engender a thorough understanding of the client’s issues and solution provided.

It will ensure smooth transition from the implementation to account management phase.

It allows the account manager to build a relationship and trust with the client.

Retention and development

Provide exemplary client service.

Maintain high levels of client contact.

Establish and build relationships with multiple individuals throughout the account.

Proactively agitate for process improvement and better solutions.

Gap analysis to identify what is missing from the account;

Document types

Distribution methods

Ledgers / departments Functionality

Electronic success rates

Ensure original paper copies of contracts exist. Novate, re-issue and strengthen terms where possible.

SWOT Analysis

Regularly analyse the strengths, weaknesses, opportunities and threats within each account. Suggest and implement strategies to counter or take advantage of each.

Contribute to Product Development

Client’s and their customers are a rich source of valuable feedback, ideas and suggestions. The account manager is expected to act as a conduit filtering this information into the product development process.

As well as gathering this information informally the account manager will establish a regular method to survey user attitudes via a web poll/survey.

Generate Revenue

Though not a direct sales role the account manager is expected to contribute to the income of the business. This can be achieved through the provision of on-site user training, upgrades & optional extras.

Sell the News (good or bad)

It is a function of the account manager role to proactively ensure clients are continually educated about all positive outcomes, developments and changes.

When things go wrong the account manager will be required to deliver the news, assess client reaction and work towards limiting damage, restoring trust and strengthening the relationship.

Negative news carries 4 to 5 times the impact of good news so it’s important to build up a ‘bank account of goodwill’ as a buffer against sub-optimal situations.

Assist the sales team

The account manager will be responsible for generating client referrals, testimonials, case studies and requests for additional services. This will be achieved organically by delivering on the points above.

Company Ethos

• We believe the client is all

• We believe nothing is too much trouble and all things are possible

• We believe the harder it is to achieve, the more valuable it is

• We believe your problem is our problem (and an opportunity for us both)

• We believe if it was easy, everyone would do it

• We believe in exemplary customer service