THE OPPORTUNITY:

Macildowie are currently looking for a Key Account Manager to work for a quirky business based in Ashby de la Zouch. You will be the first point of contact for representatives of assigned client customer or customers and manage their account on a day-to day basis. The CRM will liaise directly with our internal teams to ensure the timely and successful delivery of our solutions according to customer needs. The CRM is expected to work closely with the Business Development Manager, Channel Inside Account Managers and Operational Team on growth and retention strategies by providing complete and appropriate hygiene solutions for every prospect to boost top-line revenue growth, customer acquisition levels and profitability

This is a full time permanent office based position.

THE ROLE & YOUR RESPONSIBILITIES:

Manage existing client relationships within the assigned portfolio by making and taking client communications, either by phone or email, to facilitate service queries and resolve via liaising with Operations. Maximise growth potential and reduce revenue losses in the assigned customer base in line with company expectations

Works closely with all members of our sales teams both internally and externally, marketing leadership teams, Operations, Finance and other team members to enhance the service offering available to their portfolio of customers
Use SFDC and other company defined IT systems to effectively report activity, update our data and information and communicate both internally and externally in a professional manner.

Take ownership of customer portals and manage the data and trends reported and coordinate with internal teams for resolution when required.

Liaise directly with sites and Operations to effectively manage mobilisations and demobilisations when requested.

Attend internal and scheduled external meetings fully prepared with relevant current data on market opportunities, promoting a positive and professional attitude. This also applies in the office and on calls to ensure the high standards required by Citron for customer service, hygiene, and environmental consciousness are maintained.

Follow the company policies for team members, especially but not limited to the
Commercial DOA, ROE, SFDC policies and standard codes of Ethics and Health and Safety that ensure Citron is a great place to work for all team members.

Maintain knowledge about the Washroom and consumable markets in the defined territory, including awareness of competitor activity and new legislation, sharing with your team members and sales leadership teams as appropriate.

Investigate, analyse, and resolve customer satisfaction complaints and service issues from assigned accounts and manage the cancellation applications and log in accordance with company processes and policies.

React to information filtered from our Operations Team with sites that have closed and/or opened liaising with the Account Owner, IAM and Finance Teams with the aim of keeping our Customer Base live and active to support the accuracy of operations route planning.

Work to KPIs and SLAs to ensure optimal customer satisfaction and resolution.

EXPERIENCE SOUGHT IN THE SUCCESSFUL CANDIDATE:

Skilled in building and leveraging relationships over the phone.
Understands and uses good account management, communication, problem solving, negotiation and interpersonal skills.
Passionate about putting the customer first with a positive and friendly attitude.
Ability to empathise as well as a directive style when required to reach resolution.
Ability to converse confidently with external customers (i.e., speaking clearly, listening, comprehending, and interpreting).
Good organisational skills with a detailed and structured approach to work.
Ability to multi-task and be resilient in a high pressured and fast paced environment.
Good telephone manner and experience of dealing with customer queries, demands and complaints under pressure and in all circumstances.
Demonstrates the ability to work in a matrix environment working closely with Sales colleagues both internal and external as well as operations and finance teams, health and safety and compliance to achieve the business's goals.

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Macildowie are a recruitment business working on behalf of a client to recruit this role. Your personal data may be forwarded to that client company as part of the application process.

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Macildowie is a specialist recruitment consultancy with a rich history of enhancing the careers of professionals across the Midlands and the Northern Home Counties. We have an unrivalled understanding of the local market place and recruit for the majority of the region's premier employers. To search for all of our live jobs please visit us at macildowie.com.