Acronyms was founded in 2003 by Dave Smith, who was fed up with over-selling in the IT industry. Over 20 years later and this ethos, along with a high quality of service, has led to us becoming a trusted provider of IT services to businesses across the South West and further afield.
Our mission is to help our customers to be successful. We believe that IT should be taking it rightful seat at the top table across all organisations, alongside the traditional departments of legal, finance and human resources.
With this in mind, we are looking for an exceptional individual to join Acronyms as a Second Line Service Desk Engineer, to help us with this mission.

THE ROLE

Reporting to the Customer Success Manager, you will bring energy and enthusiasm to the role, with the natural ability to quickly establish a rapport with your customer stakeholders and support sustaining long-term, positive relationships with customers whilst exploring opportunities to extend service offerings provided.
The role requires a candidate who is driven, solution focussed, who can collaborate with internal and external stakeholders, and who has a proven track record of working within a fast-paced environment whilst setting goals and achieving high results. The candidate should have strong interpersonal skills.
Whilst not a technical role, the Customer Success Executive will be expected to develop and maintain a strong technical understanding of the products and services which Acronyms provide.
The role is a mix of office and fieldwork. You are expected to attend company meetings, client meetings and networking events as required.

DUTIES & RESPONSIBILITIES

As the Customer Success Executive:

• Build and maintain strong, positive relationships with clients assigned to you.
• Ensure that all clients receive services that are within their budget and meet their needs.
• Discover and up-sell/cross-sell opportunities to extend service offerings to clients.
• Remain diligent and ensure all contracts are renewed upon expiration.
• Demonstrate exceptional attention to detail with all administrative tasks.
• Visit and host clients in order to form a close bond and foster a “can do” attitude. This includes out-of-hours events.
• Handle complaints in a professional manner, ensuring follow-up actions are taken and company process followed.
• Generate progress reports for clients, the Customer Success Manager and other senior staff.
• Work closely with the Sales Team and liaise with the Technical Team on behalf of the client.
• Deputise for the Customer Success Manager in their absence, where directed.
• Develop and maintain a sound technical understanding of products and services the company offers.

As a member of the Acronyms team:

• Provide an exceptional service to the client and a positive relationship with your colleagues.
• Undertake training and to assist in training other or new members of staff as required.
• Undertake other duties as may be required within the general scope of the job.
• Work in accordance with all company procedures and guidelines.