Account Manager

Overview

Account Manager. Portfolio are proud to represent our client, a global software business, in their search for an Account Manager. They are expanding the Customer Service team due to continued growth. Working with the Engagement and Activation team you will be an Account Manager for new businesses to the service. Acting as a first point of contact for allocated clients, this is not a high volume inbound customer service role.

You will be responsible for onboarding the client, dealing with any issues, general queries and technical questions they may have for the first 30 days of their contract. You will be keeping in regular contact via inbound, outbound and Teams, providing a world class experience for our business owners. This is a varied, fast paced role within a small, friendly, supportive team.

• Provide an excellent customer service to our new and existing clients
• Carry out pro-active implementation calls to new clients to welcome them to the service and provide them with an overview of the system and assist with the set-up of their account
• Continue to account manage each on-boarded client during the first 30 days of their service agreement, keeping an accurate record of discussions with each client on Salesforce
• Contribute to the company’s business goal of migrating all HRonline users to the new software system
• Take ownership of any service issues raised by the client, keeping an accurate account of the client’s concerns on the relevant CRM system
• Conduct demonstrations of software by webinar for prospect clients and those wishing to migrate from HRonline
• Ensure all Service Level Agreements are adhered to at all times
• Meet and exceed all Key Performance Indicators
• Contribute to team targets, paying particular attention to customer experience and feedback

• Customer service experience is essential
• The ideal candidate will have experience of working in an outbound, telephone-based role
• Must have excellent listening skills and be able to communicate with clients and users of varying technical ability
• The ability to work in a fast-paced environment
• Able to adapt to change
• Can take responsibility of own product knowledge
• Able to communicate at different levels throughout the business

• Enhanced holidays - 25 days increasing to 27 after 2 years of service and 28 after 5 years of service
• Private health care cover after 5 years of service
• New business referral scheme
• Access to Health Shield
• Access to the EAP service
• Refer a friend scheme
• Paid birthday leave
• Pension scheme contribution increasing to 5% after 5 years of service and to 7% after 7 years of service
• Group life insurance
• Eye care contribution
• Free fruit (office-based staff)
• Travel Season Ticket loan scheme
• Milestone recognition
• Discounted products and memberships
• Cycle 2 Work scheme after probationary period
• Free onsite gym
• Bright Exchange perks