The Account Support Executive will be responsible for providing account support and training to B2B customers. They will be required to work closely with the Account Managers on supporting their customers so that there is greater usage of FT content and products.
You will....
• Work closely with customers to understand how they use FT content and tools
• Act as a customer advocate across the business. This includes working cross-functionally with other departments to ensure the needs of the customer are met.
• Perform a series of regular communications and actions with customers based on an agreed communication plan with the Account Managers
• Work with the Sales Team and the Account Managers to promote training within customer sites
• Act as a secondary point of contact for key accounts when the Account Manager is unavailable
• Work with the customer, the Account Manager and the Marketing team on completing case studies and customer testimonials
• Coordinate the roll out of client solutions including setting up Access Manager pages
• Identify client requirements and deliver pre and post sales training in small and large groups, both onsite and via teleconference and web based training
• Collect product and service feedback following training sessions
• Monitor usage by key customer accounts and implement actions to increase it
• Document all support activity and product feedback in Saleslogix
• Host events at FT and client sites to increase user engagement
• Produce documentation and support tools to improve self-sufficiency of corporate clients
• Enhance internal awareness of corporate products and services via the FT’s internal communications system (NEO)
You'll bring to the role.....
• Previous experience working in an customer facing role including attending external customer visits
• Excellent communication skills
• Previous experience in presenting to an external audience
• Strong organisational skills
• Ability to work on own initiative
• Ability to manage multiple tasks at the same time
• Attention to detail
• Proficient IT skills including good knowledge of Microsoft Office
• A strong customer service ethic
• Excellent written and spoken English, French and German
• Experience of working with web based products
In return we'll give you.........
• A competitive salary, bonus and benefits package
• 25 days annual leave, increasing to 30 after 2 years
• Extensive training and learning opportunities
• Subsidised gym membership
• Office in the heart of London near St Paul's, London Bridge and next door to Borough market
• 50% off all Penguin and DK books
• Pension plan
• Private Healthcare
• Season ticket loan
If the above sounds like the role for you, please apply now: