Customer Account Executive

at  SCC

SKILLS AND EXPERIENCE:

• Excellent team player.
• Proven experience of a strong delivery ethic, together with experience of handling pressurised situations and negotiations.
• Proven track record in a sales-driven and / or customer led organization, selling technology or complex related products and services.
• Solid written, verbal, and presentation skills.
• Creative with strong problem-solving skills and an ability to succeed in a fast-paced environment.

ABOUT US

SCC is Europe’s largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.

IF YOU ARE SELECTED FOR INTERVIEW, AND NEED ANY REASONABLE ADJUSTMENTS MADE FOR YOUR INTERVIEW, PLEASE LET THE SCC TALENT ACQUISITION TEAM KNOW, AT THE POINT OF SCHEDULING.

Diversity & Inclusion at SCC - https://www.scc.com/diversity-and-inclusion/
Sustainability at SCC - https://www.scc.com/sustainability-at-scc/
Life at SCC - https://www.linkedin.com/company/scc/life

ROLE PURPOSE:

We are looking for an experienced and dedicated Account Executive to join our team. This person should possess outstanding sales experience, honed customer service skill and a passion for technology, new systems, and innovative business solutions in a variety of settings and inceptions. We value people who are passionate about growing our existing accounts and identifying roadblocks and obstacles to increasing business.
The role is to help drive improvements in customer profitability, loyalty and satisfaction, whilst working with the Key Account Director/Corporate/Public Sector Account Managers and Customer Support Managers to drive additional business opportunities to increase ongoing revenue / margins. Working on the profitable renewal of the portfolio is a critical success factor.

KEY RESPONSIBILITIES:

• Management, creation, follow up and closing of ongoing run rate quotations. Invoicing of deals and management of the order bank is a critical success factor.
• Liaise with the Account team (manager/director) to maximize sales opportunities and customer profitability.
• Effective and regular use of CRM systems (Salesforce).
• Act as the office based contact for key customer stakeholders ensuring queries, issues and complaints are managed within the business and working alongside the Customer Support Manager to maximize a positive relationship within the customer.
• Assist Customer Support Manager & Account Director on problem resolution including SIP’s via Attending internal customer reviews with key stakeholders when required.
• Attend customer calls when required to support Account Director/Corporate/Public Sector Account Managers and Customer Support Managers.
• Working on new project deployments with SCC Project Managers /CSM’s to ensure successful implementation - attending project planning deployment / review operations manuals and processes.
• Ensure revenue including billing and recharges are maximised such as chargeable items (consumables and out of hours work etc.)
• Maximise the number of customers with the M2i agent & encourage customers to use the customer portal. Work with customers to ensure devices are online to ensure that estimated bills are minimised and manual consumable shipments are minimised. Investigate and understand why devices are known to be offline. Housekeeping of customer contacts.
• Management of M2Intelligence/Proactive escalations.
• Proactively monitor customers fleet for problem devices, recording activity for reporting purposes, understand potential causes of problems and taking necessary action to resolve.
• Management of corporate sales support inbox and customer specific inboxes.
• Produce Customer MI and analysis for the Field based team to present to include commercial spend and cost saving data including user usage and KPI and SLA MI.
• Any other duties that are necessary for the achievement of the company’s objectives within the remit of the role.