Account Executive

  • NQC Ltd
  • Manchester, UK
  • Mar 06, 2018
Customer Service

Job Description

Due to an exciting period of growth, NQC are on the lookout for an experienced Account Executive to join our team. As this role will require working with American clients, the working hours will be 2.00 pm - 10.00 pm Monday to Friday (subject to change)

Key Responsibilities

  • Own the operational running of a portfolio of clients from a service delivery perspective, to ensure a market leading service experience.
  • Ensure all client issues are seen through to resolution by creating and implementing appropriate solutions, and communicating to the relevant stakeholders.
  • Deliver technical guidance, best practice advice and management information around software product use.
  • Pro-actively look for opportunities to improve the clients' service experience.
  • Develop close working relationships with key stakeholders providing consultative support throughout all phases of the client journey.
  • To develop engagement plans for each client and update them on an ongoing basis with all current and relevant information concerning the client and the campaign, from the point of handover from the Account Manager.
  • Pro-actively work alongside the Account Managers, Technical Development Team and Support Centre team to ensure all team members deliver the client engagement plan for each account.
  • To interact closely with the Support Centre Team, to gather, monitor and analyse campaign performance data and ongoing campaign strategy on a weekly basis throughout the length of the campaign.
  • To co-operate with colleagues within the organisation in a joined up approach to identify issues for action in assigned client relationships.
  • Prepare for client meetings and assist at client events where required.
  • Produce relevant weekly, monthly and quarterly status reports for each client.To actively seek to increase the NQC services portfolio within the client and increase the income generated wherever possible.

Essential Skills and Experience

  • Experience of managing service delivery ideally within a web based technology/software organisation
  • Excellent business acumen and commercial astuteness
  • High levels of organisation with strong time management skills
  • The ability to concurrently work on several clients and manage multiple priorities when under pressure
  • The ability to easily build relationships with clients and stakeholders
  • Strong verbal & written communication skills, and ability to tailor communication appropriate to each client