AMS - Customer Engagement Manager
AMS - Customer Engagement Manager
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Job Description
Salary: tbc
Location: Northwich Cheshire / Remote
Contact: Dan Garbett
Reporting To
Head of Customer Engagement
Skills
Housing Sector Experience / Knowledge would be beneficial but not mandatory
Experience of ActiveH would be beneficial but not mandatory
JIRA and Confluence skills would be beneficial but not mandatory
Good documentation skills
Good communication skills (written and verbal)
Role Outline
Account Management
RFC and Quote Management
Third party contract management
New Business/Sales
Product knowledge
Gather ActiveH product knowledge over time and gain a greater understanding of the customer working practices
Work closely feeding into the Best Practice (BP) build strategy
Support the company to review legislation changes and articulate the impact to the products and services.
Responsibilities
Customer Engagement Management (Remote or Onsite)
Establish and develop productive professional relationships with up to 20 customer accounts with the aim of retaining customers.
Ongoing written and verbal communications with customers
Organise manage and schedule Account Management Meetings and at least quarterly account management calls.
Deliver high quality Account Management meetings and produce professional standard minutes.
Seek feedback on services provided (including ongoing projects) and customer satisfaction with products and services.
Coordination of thirdparty arrangements procured through MIS including initial coordination with third party suppliers and annual renewals and invoicing process.
Hold strategic level discussions with client senior IT Managers or Directors to understand client strategy.
Maximise opportunities to upsell products and services by:
o identifying appropriate MIS solutions or services to help clients deliver their strategy.
o Delivering demonstrations of new product features or new products during Account Management meetings where applicable
o Identifying situations where discovery or rediscovery days may be beneficial to the customer to help realise greater value from the ActiveH System.
New Business Sales
Support of tender process
Able to confidently demonstrate software to potential clients and their senior staff and to demonstrate products at user groups conferences and exhibitions.
Ability to communicate effectively and proactively with prospects consultants customers other Directors and departments.
Initial production of proposals and costings for ActiveH prospects to be finalised and signed off by Head of Customer Engagement
Attendance at daily Customer Engagement Team meetings to discuss activity for existing accounts prospects and opportunities.
Maintenance of the Customer Engagement documentation libraries and CRM solution ensuring that all documentation is produced to a high standard and all information is up to date.
Quote creation (Request For Change Analysis)
Assessing RFC requirements with the customer and facilitating the logging of RFCs on the Jira service desk
Liaising with Customer Services to ensure that Quotes are produced in a timely fashion for approval by the relevant director / manager.
Customer Software trials
Organise software trials and manage the trial period.
Liaise with Customer for feedback on the trial outcomes
Adhoc
Attend Project and Discovery meetings where the project manager has requested your presence and input
Involvement with planning events and marketing collateral
Attend exhibitions along with other members of the Customer Engagement team managers and directors and engage with delegates with the intent on gathering leads.
Behavioural competencies
Act in a friendly and professional manner to both colleagues and customers
Follow company current dress and behaviour codes
General
Demonstrate excellent time keeping
Carry out any other duties that the company deems necessary.
Mainly working from home some office visits as and when required
Possible site visits as and when required
Required Experience:
Senior IC
Employment Type
Full-Time
