Callcredit Information Group

Account Manager, Callcredit Information Group, Account Management

Leeds

Main Purpose of Role

The primary objective of the Account Management function is to provide an interface between the client and the internal production units within Callcredit.  The role will involve overseeing the management of a portfolio of accounts with the key objectives of client retention and business development. 

The Account Manager will be responsible for all aspects of the client relationship, from project specification through to presentation of results. 

The Account Manager also provides support to the Account Director with a view to developing a wider commercial awareness.  The role should, over time, provide the exposure and experience required to develop into a Senior Account Manager.

Key Tasks & Accountabilities

Revenue and Opportunities
• Work with Service Support, who monitor jobs for client projects, to ensure that profitability is maintained/maximised where possible, with the support of the Account Manager
• Maintenance of allocated client billings for the production of weekly billing information  

Process Improvement
• Execution of set housekeeping tasks for Account Management and recommendations to senior management of processes to improve efficiency and reduce risk
• Identify and implement process improvements

Strategy/Direction
• Work with team to ensure achieve account plan objectives
• Ensure provide excellent customer care to clients

Account/Client
• Timely, accurate delivery of client services under contract
• Operational and escalation for client and internal teams
• Meet or exceed all client contractual SLAs
• Measure, record, analyse and improve customer satisfaction and value
• Work with Account Executive to gain an understanding of client’s requirement and business issues and ensuring that their requests are met with efficiency
• Understanding the client brief and writing proposals/quotations accordingly
• Maintain regular client contact and, with the support of the Account Director, develop a communication strategy for each client to ensure Callcredit is ‘front of mind’
• Managing and developing specific client relationships.  Identifying new areas of opportunity with the client and capitalising on these with the support of the Account Director, Client Services Director or Sales Director
• Initiating senior support for technical or business issues
• Help in development of client presentations of project output
• Reviewing and testing client deliverables such as Profiling Reports, Mailing File Outputs, Response Analysis, Requirements Specifications and Data Enhancement Reports
• Construct/enhance data documentation as needed

Account Team
• Provision of support and cover for client relationships allocated to other members of the team
• Mentor and support new starters within team
• Supervisory and management support for more junior members of the team

Quality and Standards
• Ensure quality assurance on all work
• Construct/enhance data, process QC documentation as needed

Communication
• Identify, resolve and/or escalate issues in a timely fashion
• Effectively communicate in a timely manner to key stakeholders regarding progress, timelines, issues
• Ensure conduct is always professional for all internal and client contact, including e-mail, written documentation, telephone and face-to-face contact
• Adhere to Callcredit’s high standards of personal presentation, particularly for client facing meetings

Sales Support
• Stand manning for selected exhibitions, when appropriate
• Carry out product demonstrations for prospective clients, as required

Industry

• Maintain broad knowledge of developments and issues within industry and an awareness of competitor activity, communicating this to team
• Stay informed of environmental changes which would directly impact client processing

Role Requirements:
 
Essential Skills 

Account management - involves working as a team player and will involve liaison with both internal and external parties. 

Business orientation - can clearly express business need/aim behind suggestions.  Considers risks and costs/benefits when making decisions or recommendations.  Maintains client focus at all times.

Problem/issue resolution management – anticipate and recognise concerns, issues, problems/obstacles and suggests solutions

Communication - expresses ideas effectively to build trust and ensure actions are taken forward, recognises and uses appropriate channels of communication

Project management – balances expectations of stakeholders and members of project team.  Defines project requirements, objectives and critical milestones

Product user skills – ability to utilise products the client licenses from Callcredit, in order to be able to demonstrate products to clients 

Presentation skills – in order to be able to demonstrate products to clients 

Preferred:

Initiative – establishes what needs to be done and takes responsibility for doing it, and displays determination in reaching resolution

Commercial acumen - understand basic revenue models, P/L and cost to completion projections

Training required:

Essential Knowledge 
 

Callcredit Information Group’s product and service range -  in order to maximise on any cross-sell opportunities within the client base, and be viewed as an expert by the client:
• Software licenses e.g. MICROVISION, CAMEO, Intelligence Creation
• Data Supply / List Rental
• Data Cleaning and Enhancement
• Credit Processing (Profiling, Pre-screening, Verification)
• Analytical Projects (Segmentation, Prospect or Response Modelling etc)

Marketing understanding -  important concepts, techniques and practices

Industry awareness – gains awareness of current trends by regularly reading industry publications, websites and attending events 
 
Academic & Professional Qualifications 
Essential:

Degree

Extensive experience of working in a supplier or client role within the marketing arena

Must be able to drive

Preferred:

Business / marketing / IT related degree

Potential Career Progression Possible next role/s.

Account Director