Description
The Account Support Executive will be responsible for providing account support to B2B customers. They will be required to work closely with the Account Mangers on supporting their customers so that there is greater usage of FT content via B2B products.
Key Tasks
• To work closely with Account Manager to understand how their customers use content
• To liaise closely with other departments to ensure the needs of the customer are met. This includes working with Corporate Support, Sales Support and the Training team.
• To identify the requirements for product training within a customer site and set up training sessions
• To perform a series of regular communications with the customer based on an agreed communication plan with the Account Manager
• To meet reporting requirements both on new business and the Account Manager. This includes monitoring usage, providing regular usage reports to the Account Manager and meeting any ad hoc report requirements
• To liaise with the customer on achieving fulfilment sign off
• To act as a secondary point of contact for the customer when the Account Manger is unavailable
• To complete account administration for the customer including removing users and updating user details
• To work with the customer, the Account Manager and the Marketing team on completing case studies and customer testimonials
• Coordinate the roll out of client solutions
• To support the Events team in running events at customer sites
• To complete quarterly account follow up activity with customers
• To document all activity in Saleslogix
Essential skills
• Previous experience working in a customer facing role
• Excellent communication skills
• Strong organisational skills
• Ability to work on own initiative
• Ability to manage multiple tasks at the same time
• Attention to detail
• A strong customer service ethic
• Excellent written and spoken English
Preferred skills
• Previous experience in the information or media industry
