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The Power of Three reflects the three key people a Moneypenny client has a relationship with. These three people are the New Business person, their PA/Receptionist and you as their Account Manager. You are instrumental to happy clients who have a long and successful relationship with Moneypenny. A brilliant Account Manager is someone who loves building proactive client relationships, sharing sector insights, products and services to help their business flourish. You enjoy the challenge of trouble shooting and handling complex queries and issues, resolving these in a way which leaves our client genuinely happy with the Moneypenny service.Your responsibilities: Supporting your clients through efficiently responding to their inquiries around pricing, technical queries or any service issues experienced If a client is planning on leaving Moneypenny, working tirelessly to reverse this decision if appropriate (i.e. no outstanding debt or business ceasing to trade) Supporting Receptionists by handling any questions or queries escalated to you in an efficient manner and to a high standard while providing feedback to the Receptionist when appropriate Proactively contacting clients to offer business advice and insights about call volume and their sector Looking after nominated clients, always staying on top of the relationship Introducing new products and services to existing clients Completing all of your scheduled calls and activities on time Pre-empting client churn, understanding what drives a client to possibly leave and being proactive about retaining the client Proactively approaching appropriate clients to encourage them to leave reviews on Trust Pilot Keeping the wider team informed about any recurring client issues/trends (e.g. issues with the service, technical etc.) Keeping CRM up to date with Cases, activities, and any related information regarding the clientWhat we need from you: A proactive approach, which includes proactively contacting your clients and PA/Receptionist team Delivery focused so the end game of the team revenue target is in sight A collaborative team player, motivated by others' success A product and service expert, so you are equipped to resolve issues and promote products and services to clients A deep understanding of the sector your clients work within so you can offer advice and insights to clients You pay great attention to detail to ensure that all information sent to clients and set up on Rita is accurate Numerically-minded and the ability to communicate brilliantly over the telephone and in writing The ability to work across a wide range of teams including New Business, Tech Team, IT, Finance and PAs/Receptionists Common sense and lots of it! And a sense of humor always helps!How you know how you are doing:There are three key measures which reflect how well you are doing in your role: Percentage growth target for your sector/team Delivery of overall client attrition target Feedback from New Business and Receptionist teams that they feel well supported
