Official Specifications
Role Overview & Mandate
Executive Summary
Description Your role will be to directly manage customers in our fast growing Build to Rent...
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Description
Your role will be to directly manage customers in our fast growing Build to Rent vertical. Managing a select number of key accounts (circa 10-20) you’ll be an excellent communicator who is able to simplify complex matters. You’ll be on a journey of understanding stakeholders and stakeholder mapping in a corporate environment, and the wants and needs of customers in different roles.
You will lead by example, taking accountability for the lifetime success of our customers from the moment they partner with Amber through their ongoing transformational growth. You will be responsible for building and managing successful customer relationships, whilst consulting regularly with customers to ensure year on year growth and improvements; whilst helping shape their utility strategy.
What will you be doing?
- Ownership and management of your pipeline and delivery against CSAT / NPS performance
- Develop your knowledge and understanding of your key verticals that amber operate in to enable key conversations with stakeholders. Translating the benefit of our services and decisions required into tangible benefits that mean something to them.
- You will own the updating and management of the client CRM for your customers; booking in the review dates and following the process to maximise the benefit for Amber and Its customers.
- You will develop your strategic road-map for your accounts, the pipeline associated with their renewal, and the upsell and cross-sell of opportunities within it
- Where complex requirements from your customer are requested or exist on their account, you’ll be front and centre to liaise with the teams and our service delivery and commercial teams to achieve the right solution
- You’ll develop a good depth of understanding of the procurement and new contracting process to enable you to add value to transactional customers in the middle-tiers of Amber, and over time, directly service and manage these over time
What does good look like?
Essential
- Experience in the property sector, preferably in a Build to Rent property or portfolio.
- Excellent stakeholder management skills and experience in conflict resolution.
- Excellent verbal and written communication skills across varying levels in an organisation.
- Strong organisational skills and acute commercial understanding with an entrepreneurial approach to making sound business judgements.
- Understanding the customer mind-set, acting as a customer advocate.
- Ability to positively challenge the status quo, improve processes and ways of working.
- Able to size problems, communicate them really clearly and help prioritise.
- A 'can do' attitude, collaborative leadership, critical thinking and problem-solving skills.
- Listening skills and the ability to translate what is heard into tangible actions for delivery.
- Strong customer-facing skills and an ability to understand the needs of the customers.
- Ability to manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, collaborative environment
- IT literate in MS Office, particularly Word, Excel and Outlook
Desirable
- Account management or retention experience with a track record of consistent success
- Good general business acumen and commercial awareness
- Experience in the effective use of CRM software, preferably Salesforce
Why choose Amber
Joining an incredible group of people, all on a journey to save the planet, why not? But really… the biggest reason people choose stay at Amber is down to our culture. We have a friendly, informal and relaxed culture, where you are encouraged to bring your true self to work day in, day out. We offer a flexible working environment meaning, you can work where, when and how you want to. We focus on output above everything else. Aside from this, we do also have our competitive benefits package… and not forgetting that we do have an unbeatable view from our Cardiff City Centre office, featuring a fully stocked bar, pool table and lots of plants!
- Private medical care
- Birthday day off
- Income protection
- Monthly, quarterly and annual social events! Click here to view more on our trip away for Amberfest!
- Enhanced primary and secondary caregiver scheme
- Loyalty vouchers
Here at Amber, we see diversity and inclusivity as a priority and we are always looking for individuals who bring something different to the team. We are an equal opportunity employer and we welcome applications from all backgrounds. We use blind sifting at application stage to support this, meaning your details are anonymised aside from your work and educational experiences.
About Amber
Amber grew from the belief that the utilities industry was ready for change. That businesses being overcharged and underserved by their consultants deserved better.
So we dedicated ourselves to providing a genuine alternative - and set about becoming a partner businesses could trust to look after their best interests.
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