The Role
As a combined customer service and commercial role, the Sales Support Executive is responsible for ensuring the smooth operation of maintenance, cloud, and recurring revenue agreements with our Key Accounts (circa. 20) and integrating new Key Account customers as they are onboarded. You will be a crucial customer contact point for these accounts, ensuring that required service levels, measured through KPIs, are consistently met.

Key Responsibilities

1.Customer Interaction & Service Delivery:

• Serve as the primary contact for Key Accounts to ensure the smooth fulfilment of maintenance, cloud, and recurring revenue agreements in support of the sales team.
• Monitor and ensure compliance with service level agreements (SLAs) through KPIs.
• Address and resolve issues related to contract fulfilment, coordinating with the appropriate channels and teams to successful completion.

2.Contract & Pricing Management:

• Assist in preparing maintenance pricing proposals in collaboration with the sales team, focusing on requirements for both new contracts and existing contract renewals.
• Maintain and update the maintenance section of the bid library for broader team use in tender responses, and support specific bids as required.

3.Onboarding & Integration:

• Facilitate the onboarding of new maintenance, cloud, and recurring revenue clients, ensuring all relevant information is accurately recorded in our service delivery platform.
• Coordinate with the service administration team to ensure seamless integration and information accuracy.
• Serve as a liaison between customers, sales representatives, and the back-office team to address queries and provide timely updates to KPIs.

4.Contract Renewal & Performance Review:

• Play a key role in major maintenance contract renewals, leveraging past performance data to inform future delivery and pricing strategies.
• Uphold accountability for meeting agreed KPIs and deliverables concerning maintenance delivery to top customers.
• Proactively engage with relevant account managers and customer contacts to identify and address issues, initiating process improvements to prevent recurrence and escalating as necessary.

5.Process Improvement & Collaboration:

• Collaborate with the wider team to enhance processes and proactively address identified issues to prevent future occurrences.
• Provide feedback and insights to the sales and service and technical service delivery teams to continuously improve the customer experience and operational efficiency.

Responsibilities & Tasks:

• Support management in producing reports for both internal use and client distribution, including production and maintenance of customer dashboards.
• Monitor the Planned Maintenance Schedules for Key Accounts.
• Monitor and maintain cloud services contracts and other contracted recurring revenue.
• Assist in the contract renewal process for contract retention of Key Accounts.
• Communicate to the Customer Service Centre Manager if the Service Desk KPIs for Key Accounts require attention.
• Escalate issues, where appropriate, to the Head of Service or relevant departmental lead, and advise of any potential problems in a timely manner to avoid failures.
• Attend customer meetings to support the wider team.
• Undertake any other duties as reasonably required by the Head of Service or Sales & Marketing Director, to ensure operational and business requirements are met.

Continuous Improvement/Quality:

• Identify and implement process improvements to increase effectiveness and productivity.

Core Competencies:

• Customer focus.
• Delivering objectives.
• Communication and working with others.
• Work balancing.
• Problem solving and implementing permanent fixes, for example through identification of root causes and amending process to prevent reoccurrence.

Candidate Profile:

This role will suit an organised, energetic, and ambitious individual, giving a broad exposure to many different aspects of the business, with the opportunity to grow and develop into a more senior role over time.

• 2–3 years’ experience working in a customer-focused role.
• Must be able to demonstrate a sound knowledge base in general IT systems.
• Excellent organisation skills.
• Excellent communication, both verbal and written.
• Ability to work to deadlines, balancing priorities and coping with fluctuating workloads.
• Ability to deal with confidential information.
• Experience of working with Maintenance Agreements including SLAs and KPIs (preferable).
• Experience with using Service Delivery platforms (preferable).
• Team player.