Customer Service 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 your allocated clients, this is not your normal 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 a very varied, fast paced role within a small, friendly, supportive team!

Day-to-Day Responsibilities

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 companies 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.

Key Requirements

Required skills and experience

Customer service experience is essential

The ideal candidate will have experience of working in an out-bound, 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

Benefits

Enhanced holidays - 25 days increasing to 27 after 2 years' service and 28 after 5 years' service

Private health care cover after 5 years' 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' service and again to 7% after 7 years' service

Group life insurance

Eye care contribution

Free fruit (office-based staff)

Travel Season Ticket loan scheme

Milestone recognition

Discounted products - Manchester City centre parking (AO Arena) / First Bus Travel Club Membership / Microsoft Home User programme / Anglian Home Improvements

Pace health Club (situated in the park Inn) discounted gym membership and spa treatments

Park Inn 20% off food and drink

New Century food and drink discount

Revolution De Cuba food and drink discount

Cycle 2 Work scheme* after probationary period

Free On site Gym

Bright Exchange perks

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The Portfolio Group are acting on behalf of our client in recruiting for this position.