Customer Relationship Manager

The successful candidate will work closely with the named Account Directors across a nominated account roster and the broader FourNet business functions to support the creation of the best possible customer experience, retention of annual recurring revenues and incremental account spend.

As part of the overall engagement, support the Account Directors in working to drive cross sell and upsell opportunities to broaden FourNet's footprint and wallet share within each account, work with the account teams to identify opportunities and deliver the overall account plans and objectives.

Within your own named accounts, work to ensure retention of the recurring revenues, development of incremental and X-sell opportunities to deliver incremental gross margin.

Achieve incremental GM targets and revenue retention targets

Scope of responsibilities

1. Take a leading role supporting the Account Director within named accounts on run rate business. Working closely with the team to bring new contacts and opportunities to light through close customer management.
2. Engage directly in your own named accounts drive growth and ensure the retention of the support renewal and recurring revenues.  Continue to develop incremental opportunities by identifying cross - sell and upsell prospects to generate additional gross margin.
3. Compiling customer quotations and processing orders.
4. To work closely with the service delivery team to ensure both continuous service improvement and the evolution of services.
5. To support the account team in understanding the wider customer requirements, objectives and business drivers. Providing a highly professional service to customers at all times.
6. Ensure the in-house CRM system (Salesforce) is maintained and kept up to date.
7. Maintain a good knowledge of the FourNet portfolio, this includes participating in sales enablement training and engaging with vendors on opportunities.

Technical Profile

• Experience in UCC, UCaaS, CCaas, Network Infrastructure, Secure Operations and CX solutions within Public Sector and/or Private Enterprise customers
• A good understanding of mobile and WAN
• Demonstrable ability to achieve targets from account management activities
• Experience of working with field account managers to generate additional contact points and opportunities

Personal Attributes/Skills

• Excellent customer service and communication skills
• Customer focused, proactive and collaborative
• Good commercial acumen, highly goal orientated/achievement driven with the ability to deliver at pace
• Technically oriented with a natural curiosity and ability to quickly develop an understanding of current and future trends in business technologies and the FourNet business and portfolio
• Self motivated with a can do attitude
• Ability to work well under pressure