Internal Account Manager - Gas/Heating in Leeds

Leeds Source: WhatJobs

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Job Description

Internal Account Manager

Location: Leeds office

Employment Type: Full-time

The Role

This is a relationship-led, commercially focused account management role. You'll spend a significant amount of your time on the phone, building relationships with engineers and other customers This isn't a high-volume call-centre role. We want someone who can have genuine commercial conversations, build trust and influence people.

What You'll Do

Identify opportunities to overcome objections and remove barriers to engagement.
Explain relevant work opportunities and the benefits of remaining active on the platform.
Encourage engineers to update their availability, skills and coverage areas where appropriate.
Follow up consistently until an engineer is successfully reactivated.
Continue managing the relationship after reactivation to encourage repeat usage.
Build relationships.
Become a trusted point of contact for your engineer portfolio.
Develop strong relationships with engineers and understand their individual businesses.
Take the time to understand what motivates each engineer and what type of work they are looking for.
Provide a consistently professional and positive experience.
Listen to feedback and identify recurring issues affecting engineer engagement.
Work with internal teams to resolve problems quickly.
Drive commercial results.
Own your engineer reactivation pipeline.
Work towards agreed activity, conversion and reactivation targets.
Prioritise your time based on engineer potential and likelihood of reactivation.
Monitor engagement following reactivation and identify opportunities to increase repeat usage.
Maintain accurate CRM records and ensure all follow-ups are completed.
Analyse your own performance and continually look for ways to improve conversion.
Test different messaging and approaches to understand what gets engineers back onto the platform.
Collaborate with Operations, Sales, Customer Service and other internal teams.
Share engineer feedback and insights with the wider business.
Highlight opportunities to improve the engineer experience.

Who We're Looking For

We're looking for someone who is confident, commercially minded, personable and persistent.

Account Manager
Internal Sales Executive
Customer Success Executive
Customer Service Advisor
Business Development Executive
Recruitment Consultant
Sales Executive
Account Executive
Customer Retention Executive

The most important thing is that you're comfortable building relationships over the phone and influencing customer behaviour. Experience working with engineers, tradespeople, contractors or other technical/field-based professionals would be particularly valuable.

You Will Need to Be

A great communicator You can speak confidently with different types of people and quickly establish rapport.
Commercially minded You understand that good relationships need to translate into measurable commercial outcomes.
Naturally curious You ask questions rather than making assumptions. When someone says they're no longer interested, you want to understand why.
Persistent You're comfortable following up and don't get discouraged by unanswered calls or initial objections.
Customer-focused You genuinely want to understand the customer's needs and find a solution that works for them.
Target-driven You enjoy having clear goals and seeing the impact of your work in the numbers.
Organised You're able to manage a significant portfolio of accounts, prioritise effectively and keep on top of follow-ups.
Proactive You don't wait to be told what to do. You look for opportunities, identify problems and take action.

Experience Essential

Previous experience in sales, account management, customer success or customer service.
Excellent verbal and written communication skills.
Comfortable making outbound telephone calls.
Experience building and maintaining customer relationships.
Experience working towards targets or KPIs.
Strong objection-handling and influencing skills.
Good organisational and time-management skills.
Comfortable using CRM systems and digital platforms.

Desirable

Experience in one or more of the following would be advantageous: Renewable energy / cleantech
Solar PV
Battery storage
EV charging
Heat pumps
Heating / boilers
HVAC / air conditioning
Electrical services
Construction
Building services
Field service Engineer or contractor networks
Recruitment of engineers or tradespeople
B2B technology platforms
Marketplaces