Account Manager- £27,000-£31,000 Pro Rata- Edgbaston, Birmingham ( Homebased with travel to attend meetings/ events as required)
The Role
Do you possess previous experience in a customer service or support role? Are you a natural relationship builder with a talent for exceeding customer expectations? If so, we have an exciting opportunity for you.
We are a professional membership body for leaders, managers, coaches and mentors, looking to appoint an experienced Account Manager on a 1-year fixed term contract.
You will be the central contact for our valued corporate clients, ensuring a smooth journey throughout their lifecycle with us. This includes identifying new sales opportunities and providing ongoing support. You'll also work alongside the Membership Team during peak times, ensuring all our members receive exceptional service.
This position is part time, ideally 3-days a week, but we are open to alternative patterns of working.
If you're a results-oriented individual who thrives on building relationships, we'd love to hear from you!
Key Responsibilities:
- Support the business development team as a first point of contact for inbound enquiries, accurately recording and progressing client requirements and additional opportunities.
- Work collaboratively with business development team to create and update data, information, documents and processes on the CRM system and other systems.
- Build ongoing professional and trusted client relationships with new and existing corporate clients to include identification and progression of further opportunities.
- Effectively manage the post-sale administration process for our products and membership/engagement lifecycle. This includes the creation, distribution and receipt of completed contracts, registering learners, on-boarding and supporting new clients and learners, processing upgrades, renewals and creating and distributing certificates.
- Where relevant conduct online/virtual product demonstrations to new and existing clients.
- Work as a part of the wider Membership Team supporting the administration and service needs of our individual members and corporate clients.
- Answering incoming enquiries and queries via telephone and email providing a best-in-class service utilising online/virtual medium where relevant. Resolving issues promptly and escalating, where relevant.
- Gathering customer feedback and communicating to relevant departments to improve the customer experience.
- Other Assigned duties.
The Company
The Institute of Leadership is a dynamic and forward-thinking membership association dedicated to helping more people become better leaders more of the time.
We are the professional body for an active, international community of over 50,000 leaders, managers, coaches and mentors – and we are much more than that. We create world–class tools, deliver award–winning e–learning and undertake practical research to help unlock individual leadership potential.
The Person
- Previous experience of working in customer service or support role providing ongoing account management.
- Excellent customer service skills, delivering a great service to our internal and external customers.
- Professional, approachable and highly organised with strong administration skills and excellent attention to detail.
- Able to plan and prioritise work to ensure deadlines and targets are met.
- Ability to build professional relationships with multiple stakeholders.
- Excellent written, verbal communication and presentation skills – able to communicate at all levels and effectively pass on clear information to others.
- Being able to move between collaborative and independent working, taking ownership of the role and contribution to the business.
- Working experience of CRM systems, other digital products such as Microsoft Teams and Zoom, Microsoft Office 365.
- Quick and accurate data entry skills.
- Willingness to travel to attend meetings and events as required.