Title: Enterprise Customer Account Manager

Location: Remote (UK time zone)

Employee Status: Full Time, Permanent

Experience Required: 5 years +

Travel: Occasional UK and Global Travel

Role

As an Enterprise Customer Account Manager you are responsible for ensuring the success of our largest and most complex customers. You will work closely with these customers to understand their business needs and objectives and develop and execute strategies to help customers achieve their goals whilst ensuring a high level of satisfaction. You will be our customers main point of contact, this is a remote role which will involve travel locally (UK) and globally.

Responsibilities

• Drive retention and growth among our largest and most valuable customers by understanding their business needs and objectives.
• Build strong relationships, acting as the main point of contact and providing exceptional customer service, follow-up and maintain long-lasting relationships.
• Develop and maintain knowledge of iCabbi’s products, services and partners to effectively communicate with customers, and ensure that their operations and set up is highly optimised.
• Conduct regular business reviews with customers (both remotely and on site) to identify opportunities for growth and improvement whilst helping to develop and implement strategies and plans allowing them to achieve their goals.
• Coordinate and assist iCabbi cross-functional teams, including sales, support, marketing, and product, to deliver on Customer commitments.
• Monitor and analyse Customer feedback on iCabbi Product and Process (including NPS and other metrics) to identify areas for improvement and implement changes accordingly.
• Identify. Monitor and document Customer key performance metrics and prepare reports and presentations on performance for internal and external stakeholders.
• Identify & nurture opportunities for Customers to act as iCabbi advocates (e.g. referrals, case studies etc.).
• Support the Operations team in developing a global Customer Success Framework across the iCabbi group.
• Embrace the role of Product Champion and support the product teams through engagement in the Feature Request process onwards ensuring that the right features are developed in the correct way.
• Support product teams by conducting ‘pre-release’ testing of updates to ensure ‘Business and Usual’ functionality is not adversely affected as a result of an update.
• Support implementations on an ad-hoc basis, providing assistance during periods of high demand to ensure successful deployment and customer satisfaction.

Qualifications

• You will have proven experience in a client services or account management role, ideally in a taxi or fleet technology industry.
• Excellent communication, interpersonal and leadership skills and capable of dealing with all levels of the Fleet’s organization including C-Suite.
• A flexible and proactive mindset which anticipates future needs and can identify and implement creative and practical solutions.
• Strong analytical and problem-solving skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Experience with customer relationship management (CRM) software and data analysis tools would be an advantage.
• Strong organisational and project management skills.