Account Manager, Leading Software Supplier, Home based with travel

Exciting opportunity for an IT/Operations professional with law firm experience to move into an Account Management role for a leading supplier of software in the legal sector.

Our client is an innovative supplier of software to the legal sector. The company has seen strong and increasing demand for its services and now seeks an Account Manager to join their professional and friendly team. Based from home or from the company’s offices in the Midlands, the role will l be to liaise with existing named key accounts to proactively manage the relationship and to ensure they are a “happy customer”, to ensure they will be willing to act as a reference and to ensure they get the best value and return from their investment in the company’s software

Responsibilities and Duties

1. Manage activity and relationships such that the client is willing to act as a positive reference site for the company
2. Define and implement a framework to tier all existing clients which defines the level of support and engagement they need from the company
3. Organise and manage service review meetings monthly/quarterly where appropriate for large accounts
4. Working with Product Management and Marketing create a framework of proactive programmes that ensure regular and active communication and engagement with clients via the user groups, webinars, and emails. This could be around new functionality, references with other clients, inputs to new products, new services
5. Be first point of escalation point for a client. Where a client has a satisfaction issue or poor experience issue engage with the client to identify and understand the issues preventing them from having a good. Work with the client, and the appropriate teams, in a structured way to rectify this. This will involve managing a project plan where appropriate and appropriate internal reporting so management are aware of any issues and the subsequent plans
6. Transition ownership of account from Project Manager. Support clients proactively following a go live and ensure that any issues or problems are being properly managed to ensure optimal level of client satisfaction.
7. Provide accurate reporting information as and when required
8. Be the first point of contact for the customer for any commercial issues and then deal with these as appropriate involving management support as necessary
9. Provide feedback to Management, Product Management, Support and Service Delivery
10. Manage licensing, invoicing and payment process for the account
11. Identify, develop and communicate cross-sell/up-sell opportunities
12. Ensure you are up to date and capable of delivering a quality first level product demonstration of the products to clients
13. Carry out reasonable activities as requested by the Director of Operations

Competencies

Excellent and proven interpersonal skills
Gravitas and presence in dealing with senior people in clients
Excellent communicator, both written and verbal
Excellent presentation skills
Excellent software demonstration skills
Strong organising ability
Ability to inform and persuade others
Ability to manage expectations and control change in client projects
Team Player
Legal industry experience
IT/Software experience within the legal industry

The company are happy to consider candidates with law firm experience looking for a new challenge
They offer generous benefits and excellent career progressing opportunities

Please contact Nigel Lawrence on 0207 264 4908 or email nlawrence@cogencesearch.com