This is an exciting opportunity to represent Peppermint, liaising with existing accounts, proactively managing relationships and ensuring they are “happy customers” such that are willing to act as a Peppermint reference. You will facilitate them in generating the maximum value and return from their investment in Peppermint.

You will achieve this by using a combination of key stakeholder influencing skills up to C-level and partner level along with industry, product and technical knowledge. The principle goals of the role are related to customer satisfaction rather than sales targets and success can be measured in terms of the customer’s desire to be a positive reference for Peppermint and that they consider you to be their trusted advisor.

As Peppermint is a maturing start-up company, where all employees operate in a collegiate manner, you may be expected as required to perform ancillary duties. This could include, but not be limited to, managing clients, managing small client projects, providing product instruction sessions and ancillary support services.

The role is based in Peppermint’s Head Office in Nottingham and it is expected that the majority of your client interaction will be over the telephone or video link, with a small amount of travel from time to time as necessary.

Responsibilities and Duties

1. Engage prospects in a meaningful dialogue to uncover their business drivers and position how Peppermint can help them
2. Represent Peppermint with a meaningful, professional and enthused disposition
3. Provide accurate reporting information as and when required
4. Carry out reasonable activities as requested by the Head of Consultancy
5. Become involved with a customer at the end of the deployment phase, once they are live and stable
6. Manage activity and relationships such that the account is willing to act as a positive reference site for Peppermint
7. Organise and manage service review meetings monthly/quarterly as agreed
8. Transition ownership of account from Project Manager
9. Identify and work with key customer stakeholders
10. Provide feedback to Management team, Product Management, Support and Customer Implementation
11. Manage licensing, invoicing and payment
12. Set up and manage executive level periodic (monthly) customer status reviews
13. Proactively work ahead of customer stakeholders: work with customer teams to identify opportunities, problems and issues in order to pre-empt escalation
14. Identify, develop and communicate cross-sell/up-sell opportunities
15. Be first point of escalation for customer
16. Ensure Peppermint are engaged with, and influencing, the key stakeholders in customer accounts
17. Ensure you are up to date and capable of delivering a quality first level product demonstration of the Peppermint products to clients

Key Relationships

Customers at multiple levels including Board members, Partners
Operations Director
Head of Consultancy & Training
3rd Party influencers
Customer Implementation Team
Product Management Team
Customer Support

Experience

At least 3 years’ proven account management experience in a Tele-environment.

Commercial awareness of the legal market and understanding of management of clients post go-live
Extensive experience of managing customer relationships including problem resolution at senior levels (Managing partner, C-Level)

MS Dynamics CRM, and MS SharePoint server experience advantageous

Competencies

Excellent and proven interpersonal skills
Gravitas and presence in dealing with senior client stakeholders
Excellent communicator, both written and verbal
Excellent telephone manner
Excellent presentation skills Legal industry experience
IT/Software experience within the legal industry
Excellent software demonstration skills
Strong organising ability
Ability to inform and persuade others
Ability to manage expectations and control change in client projects
Good analytical and troubleshooting skills
Team Player
Previous Sales/Account Management experience
Previous Project Management experience highly desirable
Attributes
Robust, enthusiastic self-starter with a can do attitude
Obsession for a great customer experience
Strong work ethic
Self-managing
Recognition and respect for individuals

Apply

Please email your CV and covering letter to jobs@pepperminttechnology.co.uk