Relationship Manager – Desk Based
Operations – United Kingdom

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.

Apply For This Job


Give your customers a great passenger experience by offering them multiple ways to book their taxi. Passengers will love how quick and easy it is to order, track and pay for their cab with your company.

Intelligently match your supply and demand with the world’s most reliable and powerful dispatch system.

Attract and Retain drivers with iCabbi’s stylish, feature-rich iOS and android App.

Manage your digital payments processing with our industry-first payments solution.

Streamline your back-end operational processes for effective fleet management.

Integrate with value-add third party partners using iCabbi’s open API.

Learning

Blog

Check out the latest stories from the taxi and mobility industry.

Ebooks & Guides

Download product manuals and business support guides to help you manage your fleet.

Events & Webinars

Join us at our next online or in-person get together to keep up to date with all things iCabbi.

iCabbi TV

Watch interviews, event highlights and product demos.

Support

Support Centre

Get direct access to iCabbi’s 24/7 technical support hub.

System Status

View live system reports for the iCabbi platform.

Product Updates

Check out our latest releases on the iCabbi platform.

Why iCabbi?

Find out why iCabbi has a 98% customer retention rate.

Customer Transformation

Meet taxi fleets from around the world and learn about their success with iCabbi.

About Us

Learn about iCabbi, past, present and future.

Team

Meet the team driving the future of iCabbi and the taxi industry.

Structure

Find out about iCabbi's parent Mobilize, and meet the companies that make up the iCabbi ecosystem.

Taxi Alliance

Find out about our innovative joint venture with Irish & UK customers.

Partners

Browse iCabbi's trusted partners, hand-selected to deliver additional value to your fleet.

Work with Us

Got SPARK? Check out our open roles and come work with us.

t
t