Vacancy: Sales Account Manager

About the role

The Sales Account Manager will become a key member of the Paydata team, offering the right candidate the opportunity to make a valued contribution to an energetic team. The role holder will be required to:

• Maximise participation in our benchmarking services, and in the related HR Workshops.
• Represent Paydata as the primary point of contact for customers.
• Support the sales and delivery teams in selling Paydata products to customers.

Main accountabilities

• Act as the customer experience champion for our benchmarking services, speaking with customers over the telephone and video call, listening to and acting responsively to customer feedback, progress chasing the timely delivery of work, and managing the continuous improvement process required to ensure our benchmarking services / surveys meet customer needs (e.g. jobs and regions covered, participating organisations, data collected, etc.).
• Identify opportunities to sell and upsell Paydata products to both new and existing customers and secure these orders. Also refer relevant opportunities for higher value Paydata products to colleagues for them to sell.
• Identify and contact current / potential customers to foster participation in both existing and new (including bespoke) surveys in specific sectors*, maintain customer access to online pay portal, manage survey diaries including timely customer data submissions as well as report production by the data services team; to ensure that survey reports are produced on time, with the most up-to-date data and the greatest sample populations.
• Undertake the administrative duties to support the smooth running of the Sales function, e.g. conducting customer research, booking workshops / meetings, infrequently arranging travel and accommodation arrangements, and collating hard copy workshop packs.
• Represent Paydata as one of two first points of contact for customer enquiries, answering primary questions about our services and passing issues / leads onto the appropriate team member for resolution.
• Maintain the CRM system with updated customer contact details, records of calls made and emails sent, agreed survey diary dates, service enquiries, opportunities / orders, future reminders, etc. so that an accurate record is kept of customer touch points.
• Contact existing customers in specific sectors, at their renewal date to confirm their re-subscription to Paydata products, for example salary surveys, and update the sales plan.
• Contact customers to obtain satisfaction feedback, collate responses and raise service issues with the Data Services Manager, in order to support the continual raising of customer service standards.
• Update Manager with project progress in terms of delivery leads and update weekly key metrics reports and sales plan to track monthly project delivery.
• Maintain up to date, signed annual agreements for benchmarking customers.
• Provide cover for administrative duties** needed to support the smooth running of the HR Workshops, e.g. booking calendars / meeting rooms, sending out details, securing customer attendance and collating hard or soft-copy delegate packs.
• Provide cover for and help to the Office Manager, for example chasing overdue invoices with customers, arrange for maintenance services, answer incoming telephone calls, and receive visitors.
• Spell and grammar check customer reports, produced by the rest of the team, before distribution to customers.

Skills required

• Strong customer service background – friendly, polite and personable.
• Excellent communication skills, especially an exceptional telephone manner. The ability to communicate with people at all levels both internally and externally.
• Sound knowledge of survey products and processes and good general knowledge of Paydata services.
• Good knowledge of Microsoft Office products.
• Organised and methodical and with an eye for detail.
• Able to work as part of a team but also unsupervised for long periods of time in a busy and time-sensitive environment.

* Acting as primary contact in some sectors of the customer base, and secondary contact in other sectors.
** Provide backup to the Marketing function when unavailable.

Personal qualities

The ideal candidate will display qualities that match our PURE values: