Description:
One of the main responsibilities is the identification of new embedded prospects and targeting them to trial and usage. You will also provide ongoing management of the end-to-end customer journey to ensure that onboarded customers realise the key promises we make as per our customer value proposition, guaranteeing they have an outstanding experience at every interaction.You will harvest the customer potential to grow our share of their available portfolio, so we achieve our sales targets. You and the team will develop and deliver products and services. beyond core electricity metering that can create and capture additional value for customers and Intellihub alike.
- Closely manage relationships with onboarded customers to grow share and minimise churn whilst delivering service levels as per the agreed KPIs.
- Develop and maintain forecasts with onboarded customers.
- Work closely with internal operations teams to ensure that ordering is quick and easy and that orders are accurate and prepared and scheduled for delivery in a timely manner as per agreed SLAs.
- Work closely with internal scheduling and delivery teams to ensure that any issues during delivery are proactively communicated to customers and proactively managed as per agreed SLAs.
- Work closely with internal data quality teams to ensure that data is delivered accurately and on time and that any issues are proactively communicated to customers and proactively managed as per agreed SLAs.
- Work closely with customers to identify opportunities for growth and development and seek and act on feedback to grow and capture value for customers and Intellihub alike. This includes all opportunities for appropriate products and services to compliment core electricity metering.
- Respond quickly to and manage day to day issues that arise as per agreed SLAs ensuring they are resolved quickly and first-time round.
- Prepare and present regular reporting and performance metrics to customers as required.
About You
- Tertiary qualifications in Business, Sales, Marketing or a related field.
- Proven experience in customer account management – finding, onboarding, managing day to day to grow share and minimise churn.
- Passionate about customers and customer service.
- Proven experience in managing the end-to-end journey with an ability to strongly influence others to support you in delivering an outstanding experience at every touch point.
- Highly customer focused, ensuring issues are managed proactively and quickly when they arise.
- Demonstrate excellent problem analysis and problem-solving skills.
- Demonstrate the ability to remain calm, tolerant, and professional in a stressful and demanding environment.
- Strong commercial acumen.
- Excellent written, verbal communication skills.
- Numerate / able to produce statistics and business reports for internal and external use.
- Self-confident with a high level of personal impact.
- Highly proactive, tenacious, adaptable, and resilient.