Account Executive

The Account Executive is responsible for the provision of account management and administrative support to a designated portfolio of customers and service providers. The role has a high degree of autonomy, requiring the ability to think on your feet, being a true customer advocate and ensuring that you have a solid understanding of how our services are contracted for, delivered and used, specifically for your group of customers.

Domain, industry and technical delivery knowledge, combined with customer understanding and rapport, make this role unique within SIS and ultimately vitally important to the delivery of the strategy. 

Working closely with the SIS Sales team, the role will provide support to allocated Sales and/or Major Account Managers and their customers along with responsibility for your own clients. The portfolio of customers will be of mixed tier, from both our retail and digital customer base as well as from our domestic and international sectors.

The primary objective of the role will be ensuring delivery of a customer experience throughout entire customer life cycle, in line with today's customer demands, that differentiates us from other suppliers and one that ensures that they remain customers of SIS in the long-term.

Overview:

• Establishing and maintaining long-term relationships with all customers and key stakeholders within the portfolio throughout the duration of their relationship with SIS
• Ensuring the customer receives a quality experience throughout
• Accountable for acting as the customer advocate on all service related matters
• Positioning SIS strongly for business retention, growth, contract renewal and service extension
• Governance - responsible for ensuring all revenue is captured and that services are provided in line with agreements and customer expectations

Please note that this is a hybrid working post, with a minimum requirement of attendance in SIS offices in MediaCityUK, Salford (currently 2 days each week). The Account Executive should be available to attend SIS offices as the performance of the activities of the role requires.  Attendance at external customer meetings, customer events and exhibitions may be required at times.  On occasion, this could include overseas travel. 

Outline of Responsibilities:

Technical

Customer Management

• Develop and maintain a solid understanding of the customers in your portfolio.  This includes matters relating to the territory they operate within, legislative and regulatory pressures, the services they receive from SIS and by what method.
• Operate as the main point of contact for assigned customers for all matters relating to the services supplied.
• Building and maintaining relationships with key and appropriate stakeholders within customer organisations.
• Implement proactive customer contact cycle ensuring frequent engagement.
• Through the contact cycle, conduct business reviews to ensure customers are satisfied with the products and service provided by SIS.   The reviews should also be used for ensuring customers are aware of other services the company offers to maximise the opportunity as well as for gathering customer and market intelligence.  Where appropriate, ensuring relevant representation from SIS internal teams is key.  This could include team members from Commercial, Product, Service Delivery and Finance.
• Communicate customer requirements, feedback and intelligence gathered to relevant teams within SIS to drive continual product and service improvement and to keep the business informed of trends and points of commercial interest.
• Identify opportunities to grow business with existing customers - alerting the sales team to opportunities for further sales.
• Collaborate with allocated sales team members to reach prospective customers.
• Through effective communication, ensure respective Sales team members are kept updated with all customer related activity.
• When required, attend customer meetings, industry events and exhibitions to aid and maintain strong relationships.
• Undertake customer satisfaction surveys and reviews and provide feedback to the business.
• Keep aware and up to date with competitor activity and feedback to the business.

Customer Experience

• Deliver increased levels of customer satisfaction through the provision of service excellence contributing to the delivery of a healthy NPS rating.
• As part of the onboarding process:
  • Work closely with the Sales Manager to support the contracting process alongside the technical integration phase
  • Coordinate and lead pre integration technical meetings with appropriate groups on both SIS and customer side
  • Obtaining all required information for any delivery mechanism validations required to be undertaken by the Service Delivery team
  • Work closely with the Service Delivery team to effectively manage the transition of the customer into the production phase. Assisting Service Delivery in the preparation of customer briefings to operational teams each time a new customer or new service goes live enabling awareness and early life support
  • Undertake follow up to ensure the onboarding process was seamless. Provide feedback to ensure processes are adjusted where required to enhance the customer experience
• Responsible for ensuring services are provided to the standard set out in agreements, in a timely fashion and that customer expectations are managed throughout with effective communication.
• Manage customer driven projects within customer relationships, always working to achieve customer objectives whilst meeting company goals.
• Continually drive quality improvement of services supplied to customers.
• Liaise with internal departments to ensure customer needs are fulfilled effectively.
• Handle complaints providing appropriate solutions and alternatives within agreed time limits and follow through to resolution.
• Escalate and resolve areas of concern as and when required.

Administration

• Responsible for maintaining accurate customer records within our customer databases including all required contact details for use in routine communications (advisories, alerts, commercial messaging and contractual notices). This includes updates required as part of decommissioning customers.
• Provide support with customer administration to your respective Sales team members.
• Production of reports detailing activity and status updates on all customers and work in progress, always highlighting areas of risk or matters for escalation.

Governance

• Undertake regular required checks to ensure services are being provided to customers in line with contracts and media rights and that all revenue is being recognised.
• In respect of 3^rd party service and platform providers, manage the process as set out in agreements for activations and cessations, ensuring required end-user licensing is in place.
• Responsible for managing trials of services for customers within your portfolio.

Qualifications

• Minimum of 5 GCSE’s including English and Maths.

Experience & Knowledge

• Previous experience in an account manager role.
• Previous experience of working within the betting industry.
• Demonstrable knowledge and understanding of both retail and digital operators, including service and platform providers, the products they offer and delivery mechanisms in use.
• Sound commercial acumen and industry awareness.
• Capable and confident in handling all customer related matters.
• Solid understanding of commercial contracts, governing terms and conditions and service measurement techniques.
• Experience of being an active member of a cross functional operational team.
• Proven track record of delivering improved customer service through influencing people and teams.

Abilities & Skills

• Strong account management and relationship building skills.
• Experience of dealing with high profile stakeholders across the business and within customer organisations.
• Innovative and committed to continuous improvement, actively seeking out ways to improve.
• A keen eye for detail as accuracy and quality in respect of administration and reporting is key to this role.
• Professional manner and customer focussed with the ability to manage relationships with tact and diplomacy.
• Ability to prioritise and manage workload effectively.
• Ability to think logically, break things down and recognise cause and effect in actions taken.
• Outstanding time management and organizational skills. Meeting deadlines and ability to manage multiple tasks simultaneously.
• Excellent documentation skills.
• Confident communicator – both written and verbal – with good listening skills.
• Ability to utilize the Microsoft Office Suite (Word, Excel, Visio and PowerPoint).

Qualities & Attributes

• Be proactive and not wait for the customer to notice something is wrong.
• Must have a “no excuses” mindset. Ability to do what needs to be done.
• Positive and flexible attitude. Adopts a positive approach to change and takes the lead, motivating others to deliver an excellent customer experience.
• Proven track record of building and maintaining collaborative and productive internal and external relationships.
• Highly motivated, tenacious and a self-starter.
• Team player who takes ownership – reliable, honest and committed.
• Ability to handle pressure and work in a fast-paced environment.
• Organised with a sense of urgency.
• Appetite for continual learning.
• Unquestionable integrity.