Our client are experts in data and business process management and they are looking for a Lead Customer Account Manager. This is primarily a customer facing position that requires daily interaction with customers with responsibility for maintaining and building relationships for all assigned clients. This position is also responsible for identifying potential new clients and business opportunities, promoting company products & services, and persuading new customers to place business.

As appropriate, this role requires the management and mentoring of the UK Customer Account Manager team as well as being the technical expert on the database and general reliability engineering principles.

You will report to the Managing Director with some functional reporting to the Vice President of Customer Solutions & Reliability Engineering, located in the USA. The role will also involve working closely with the UK Customer Services Manager as an equivalent peer from a reporting perspective.

The role will be home based, preferably located in the West Midlands, UK.

Lead Account Manager Responsibilities:

• Act as a technical mentor/coach to all Customer Account Managers on their team.
  
  
• Manage activities of the Customer Account Manager team members and perform work with respect to the following:
  
  
  • Understanding of internal procedures including EBS (Equipment Breakdown Structure) and IEEE 762 metrics
    
    
  • Develop customer relationships through regular dedicated communications
    
    
  • Support growth of the client base by promotion of the company’s data and range of products and services to current and new clients
    
    
  • Support assigned customers in the submittal & engineering review of data, ensuring that the information is of sufficient quality to be processed into fleet level data for reliability reporting
    
    
  • Ensure customer requests and issues are promptly reported into the Help Desk system and resolved to the customer’s satisfaction
    
    
  • Respond to requests for technical support from customers and/or their customers.
    
    
  • Document and monitor the customer support cases to ensure a timely resolution
    
    
  • Develop an understanding of the Energy market and plant equipment (e.g. gas turbines, steam turbines, electric generators, boilers, and balance of plant equipment) and how the customer business strategy operates within this market
    
    
  • Provide subject matter expertise to the IT organization focused on company products for internal productivity improvement or enhanced customer functionality
    
    
  • Work with clients to identify their needs and determine how the compsny can best meet those requirements. Identify new sales opportunities and develop strategies to win new business
    
    
• Represent the company in an ethical and professional manner and carry out required duties in compliance with prescribed business practices. Demonstrate confidence, patience, politeness, tact and diplomacy especially when dealing with difficult and/or sensitive situations with the company’s employees and customers.
  
  
• Commitment and adherence to Q1 Quality First policy.
  
  
• Provide subject matter expertise to the IT organization focused on company products for internal productivity improvement or enhanced customer functionality.
  
  
• Other duties as may be assigned to meet the ongoing needs of the organization
  
  Lead Account Manager Requirements
  
  
• Degree in any technical subject (ie Mechanical or Electrical Engineering or Technical Degree) or equivalent work experience, relevant military or customer service experience.
  
  
• Must be capable of demonstrating sound engineering judgment and applying a rigorous engineering methodology to a specific problem or project.
  
  
• Must be able to demonstrate very strong customer interaction skills and experience to facilitate the development of customer relationships and solutions.
  
  
• Ability to act as the Customer advocate and communicate effectively, motivate and influence execution teams to deliver for that Customer. Ability to interact with and motivate individuals and teams.
  
  
• Be proficient and confident in providing the customer with face to face subject matter expertise.
  
  
• Demonstrable knowledge and strong delivery techniques of the products and training material to the customer is essential.
  
  
• Able to multitask in a fast paced environment; strong interpersonal skills; friendly & professional demeanor.
  
  
• Some experience in the Power Generation and/or Oil and Gas industries and/or gas and steam turbines.
  
  
• Familiarity with reliability/statistical techniques & methodologies is desirable.
  
  
• Demonstrate excellent Microsoft Excel skills in order to assist with data analysis activities and business reporting.
  
  
• Some travel (less than 20%) may be required.
  
  In return for your hard work they offer a competitive salary, a friendly team and a great working environment.
  
  If you would like to apply, please send a copy of your CV to Kate Evans quoting the reference number GP274
  
  We look forward to hearing from you