Account Manager

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Purpose

To deliver a world class customer experience for NBS customers by providing regular value adding engagement throughout the subscription lifetime. The aim is ensure customers adopt and use the NBS platform and see a return on their investment. Ultimately this will drive advocacy in NBS and lead to account growth and annual recurring revenue for the business.

This is a true Account Management role requiring a consultative, professional approach where the job holder will proactively manage the relationship between the customer and NBS. This will be achieved through the development of account contact plans tailored to the individual customer to build a trusted relationship between NBS and the customer. The role will be carried out in-house predominantly over the telephone with proactive outbound activity and management of inbound queries. There is scope for this to expand out into the field with face to face customer meetings as and when required.

Day to day activity will involve making contact with existing customers to embed NBS platforms and services with the customers organisation. The individual will take ownership of engaging the key decision makers and influencers in organisations and set up calls with these individuals. This will involve a multi- approach covering telephone, video calls, email, social media and webex as well as attending events and networking.

The role requires the job holder to understand needs and requirements of the customer and identify the opportunities and present NBS platforms and services to generate leads for the sales teams. The Customer Success Specialist will also be required to meet online and/or by tele-conference to deliver product demonstrations and presentations to individual customers.

The job holder must provide a first class customer experience, be regarded as a brand ambassador and have good product knowledge ensuring NBS maintains its reputation for providing quality products and that each customer receives the highest standards of service.

The role requires an agile, flexible approach to support company growth and expansion.
People & Resources

Staff: This role has no direct reports. Role reports into Head of Account Management.

Resources: Key contacts include: Customers and internal teams including: Sales, Marketing, Product Management, Development, Content, Finance and Salesforce colleagues.
Key Responsibilities

• Providing a first class customer experience to embed NBS platforms and services in customer organisations.
• To be an expert in all NBS platforms and services and establish themselves as a trusted advisor with customers.
• Lead generation for upsell opportunities to be passed to the sales team.
• Ensure a positive and professional image is projected so effective customer relationships are built and maintained.
• Regular and effective customer success management so customers get the required return on investment from their NBS platforms and services and they stay with NBS long term.
• Development of a Account Management contact plan tailored for each customer.
• Effective reporting and forecasting on the status of accounts and territory as a whole.
• Identify and act on any customers that may be unhappy or at risk of churning to ensure we retain them as an NBS customer.
• To understand and promote the benefits of the NBS product portfolio to existing customers.
• Secure online appointments with customers.
• Complete all associated customer correspondence and administration tasks to a high standard and in a timely manner.
• To update the Customer Relationship Management (CRM) database on a daily basis detailing all customer contact including telephone calls, appointments and meetings, emails sent and received, business secured and all discussions with individual clients.
• The job holder must ensure they invest time in keeping up to date with the NBS products and services as they develop.
• The Account Manager must also invest time in keeping up to date with industry trends and developments to identify opportunities to increase revenue and build relationships.
• To build and maintain good working relationships with key colleagues.
• The job holder may also be asked to undertake other duties outside of this job description that are commensurate with their skills and experience.

Measures of Success

• Customer satisfaction and NPS.
• Product usage and adoption of NBS platforms.
• Customer retention.
• Lead generation.
• Customer engagement and productivity.

Vision, Mission & Values

Value

What this means

Dream big
Embrace ambitious goals and strive to exceed expectations, every day
Thrive together

Collaborate, communicate, and celebrate success

Own it
Take ownership of your work and empower yourself to make a difference
Do the right thing

Stand firm in your values and let integrity guide your actions at every turn

Technical/Job Skills, Qualifications and Experience

• A results driven individual with a proven track record of developing trusted relationships with customers.
• Experience of embedding product usage in an organisation and be able to show the customer the return on investment that they adoption of the NBS platforms will bring,
• Demonstrable experience in a lead generation role where you can see potential for the customer to grow and be able to articulate the mutual benefits it will bring.
• A strong customer focussed approach with a positive, can do attitude.
• The ability to fully understand the customer need, interpret their requirement and effectively relate to the NBS portfolio.
• The ability and experience of building and developing long term sustainable relationships with customers
• Negotiation skills with the ability to influence.
• Experience of demonstrating and presenting to key stakeholders.
• Excellent product. Market and customer knowledge that allows you to remove barriers to customer adoption, grow usage and ensure retention.
• Effective time management.
• The ability to overcome objections.
• A proactive attitude, high performing and self-motivated with a working knowledge customer management and journeys.
• Resilient and agile who applies a mature, balanced approach to their work.
• Demonstrate adaptability and flexibility to do what it takes to get the job done.
• The ability to remain calm and objective under pressure.
• Experience of demonstrating software platforms.
• The ability to understand technical information and relay it to the customer in a clear and concise way.
• Experience of supportive team working.
• Well-developed planning and organisational skills.
• Excellent communication and presentation skills including to groups online.
• Proficient IT skills - especially Microsoft Office and CRM systems.
• Construction industry background (desirable).
• Experience of working in a SAAS business (desirable).