Our Client is an industry-leading compliance software provider based in Wakefield, West Yorkshire.Due to business expansion, we are looking for a highly motivated and proactive individual to join our Customer Retention and Acquisition team.
Job Role
It is the role of the Service Delivery Manager (SDM) to retain and grow nominated accounts, focusing on maintaining high levels of customer satisfaction with the company’s services through managing projects, fixing any issues and delivering a high-quality service. The SDM will report directly to the Head of Service Delivery, as well as work closing with the company’s sales team.
Job Duties
Manage customer and contract service reviews on a regular basis, record minutes and actions.
Act as focal point for any escalated customer issues.
Produce any required service reporting.
Manage any contract changes through the Contract Change Process.
Maintain accurate contract data in Sharepoint.
Ensure all contracts have signed Subscription License Agreement.
Train customers on the product as required
Work with and support delivery teams on any required issues
Manage renewal schedule for accounts, target 100% renewals
Update CRM daily with accurate client information, timescales, qualification percentages, sales values and follow up actions
Produce correctly worded, accurate and timely proposals in line with the company’s pricing guidelines – Low
Gain referrals from all contacts, prospects, new and existing customers
Obtain details of relevant energy contacts from within your customers to pass onto the energy sales team
Qualify and when agreed with your Line Manager, respond to opportunities in a professional and timely manner
Produce Monthly Target list of business opportunities (Yellow List) or as requested by your Line Manager from time to time
Achieve Quarterly Targets
Skills
The candidate will be expected to have an interest in, and some ability in the following:
Customer management
Communication
Presentation
Negotiation
Meeting commitments
Problem solving
Report writing
Knowledge of Software as a Service would be desirable, but not essential.
This is a mainly office based role.
Expected Behaviour
The candidate will be expected to adhere to the following:
Time and Attendance in accordance with company policy when in office
Attendance at customer premises around the UK on a timely basis
Smart and presentable appearance
Submit expenses in line with company policy
Suggest improved ways of working Professional Telephone Manner Work in accordance with company Policies & Procedures in accordance with the Company Handbook
Salary- £30,000-£35,000 OTE £80,000
