Duties will include:

• Establish and maintain client relationships, ensuring our clients business operations are supported at all times
• Ensuring our clients are extracting value through the usage of the software which can be clearly articulated to various level of stakeholders
• Working with the client (and other business areas) to identify opportunities in order to assist in the on-going development of our solutions, maximising the growth of the account in-line with individual client requirements
• Drive retention among our valuable customers by understanding the client’s needs and having commercial / contracts awareness; contractual agreements, renewals etc.
• Proactively monitor the business and operational performance of our solutions and make suitable recommendations
• Schedule frequent reviews to understand our customers short/long term strategy across the business and the specific individuals
• Leverage internal expertise and escalation procedures to provide effective resolution within agreed SLAs (Service Level Agreements)
• Collaborate across a number of departments such as Account Development, Support and Service Desk
• An in-depth understanding of our software products and our services to allow additional consultation allowing increased usage and improvements
• Delivering workshops, solution optimisation reviews and additional training
• Providing an exceptional degree of customer service; ensuring that our customers benefit from clear communications and effective resolution

The successful applicant will have:

• A genuine interest in relationship management and face-to-face customer contact
• Some technical ability / interest in software solutions
• A background in account management roles with a desire to apply this experience in a flexible, customer centric environment
• Knowledge of MS Office software
• An aptitude for both efficient and accurate working
• The ability to identify and analyse customer account issues and to expedite issue resolution through your own experience and through leveraging internal expertise
• Confident at presenting at all levels with accomplished communication skills and an ability to articulate complex issues
• A willingness to work independently when required and to juggle multiple conflicting priorities