Title: Relationship Manager – Desk Based

Location: United Kingdom

Employee Status: Full Time, Permanent

Salary: Competitive

Role

The role of the Desk Based Account Manager within the Taxi Alliance has 2 key elements, they will be the primary owner & manage their customer base by working closely with those customers to ensure they have the tools & support needed to achieve their business goals. The secondary responsibility is to provide support to the Customer Success Managers & communicate updates on product & feature releases to their customer base.

The purpose of the Desk Manager is to be an advocate of iCabbi & influence the customer by explaining how the iCabbi systems can meet their business needs.   You will work with our customers to provide guidance & ensure they are optimising their use of their systems.  You will keep customers fully updated on future developments & their benefits, therefore creating the opportunity to drive product & feature adoption.

With the goal of customer retention, satisfaction including system & service, expansion & customer advocacy across your base.  You will collaborate with other members of the customer success team & the wider iCabbi team.

As a Desk Based Account Manager you should be knowledgeable of the taxi industry including the requirements, restrictions, providers & competition.

Retention & Growth

• Drive retention and growth among our customers by understanding their business needs, recommending products & services to help them succeed.
• Where primary owner of the customer, you must work to optimise usage of the iCabbi system & engage the Customer Success Manager to provide system expertise knowledge, technical advice & support where necessary.
• Collaborate closely with team members to support retention/renewals and expansion opportunities.
• Plan and execute a cadence of communicating with your Customers to review their adoption trends & sentiment & identifying opportunities to enhance the value they receive from the iCabbi systems.
• Identify and document key performance metrics for any given company, or a group of companies e.g. specific to one incumbent system & provide benchmarking of your customer base.
• Determine what processes, configuration etc. have led to performance levels (positive and/or negative).
• Provide secondary support for the Customer Success Managers in communicating to their customers via regular zoom & phone calls to discuss the latest releases & product/feature updates.

Relationship / Satisfaction

• Be a point of contact for customers issues & escalations internally and follow these through to resolution with relevant points of contact.
• Your job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction & to co-ordinate resources across the organisation as needed to support Customer needs.
• Engage the Customer Success Managers to provide technical support to your customers where necessary.

Advocacy

• Work with Marketing to develop a database of Customer best practices and Customer references/case studies.
• Identify and nurture opportunities for customers to act as iCabbi advocates (e.g. referrals, case studies etc.)

Customer Voice

• Represent the voice of the Customer within iCabbi to ensure their needs are heard, understood and addressed appropriately.
• Gather Customer feedback on product usage and communicate any unmet or future needs back to Product for consideration within future roadmap development.

What will we give to you?

• A happy working environment.
• Further education and training to enhance your skillset.
• We empower you to make your own career by working with some of our leading clients and forging new relationships with colleagues and customers.
• A team of highly experienced technology and development professionals to work with and support you.
• A leadership team who have a worthwhile mission and who excel at that mission.
• A chance to work with one of the market leaders in the Taxi Industry, currently disrupting a market and leading change within Mobility.
• A company that is going from strength to strength with significant growth plans that we are achieving.