Working closely with the SIS Sales team, the role will provide support to allocated Sales and/or Major Account Managers and their customers along with responsibility for your own clients. The portfolio of customers will be of mixed tier, from both our retail and digital customer base as well as from our domestic and international sectors. The primary objective of the role will be ensuring delivery of a customer experience throughout the entire customer life cycle, in line with today’s customer demands, that differentiates us from other suppliers and one that ensures that they remain customers of SIS in the long-term. Domain, industry and technical delivery knowledge, combined with customer understanding and rapport, makes this role unique within SIS and ultimately vitally important to the delivery of the strategy. Overview: Establishing and maintaining long-term relationships with all customers and key stakeholders within the portfolio throughout the duration of their relationship with SIS Ensuring the customer receives a quality experience throughout Accountable for acting as the customer advocate on all service related matters Positioning SIS strongly for business retention, growth, contract renewal and service extension Governance - responsible for ensuring all revenue is captured and that services are provided in line with agreements and customer expectations Reporting Lines and Key Relationships The role reports to: Head Of Customer Operations Working Location Please note that this is a hybrid working post, with a minimum requirement of attendance in SIS offices in MediaCityUK. The Account Executive should be available to attend SIS offices as the performance of the activities of the role requires. Attendance to external customer meetings, customer events and exhibitions may be required at times. On occasion, this could include overseas travel. Outline of Responsibilities In line with the SIS Values, the main responsibilities of the Account Executive are set out below: Technical Customer Management Develop and maintain a solid understanding of the customers in your portfolio. This includes matters relating to the territory they operate within, legislative and regulatory pressures, the services they receive from SIS and by what method. Operate as the main point of contact for assigned customers for all matters relating to the services supplied Building and maintaining relationships with key and appropriate stakeholders within customer organisations Implement proactive customer contact cycle during onboarding ensuring frequent engagement Communicate customer requirements, feedback and intelligence gathered to relevant teams within SIS to drive continual product and service improvement and to keep the business informed of trends and points of commercial interest Identify opportunities to grow business with existing customers - alerting the sales team to opportunities for further sales Through effective communication, ensure respective Sales team members are kept updated with all customer related activity When required, attend customer meetings, industry events and exhibitions to aid and maintain strong relationships Undertake customer satisfaction surveys and reviews and provide feedback to the business Keep aware and up to date with competitor activity and feedback to the business Customer Experience Deliver increased levels of customer satisfaction through the provision of service excellence contributing to the delivery of a healthy NPS rating As part of the onboarding process: Work closely with the Sales Manager to support the contracting process alongside the technical integration phase Coordinate and lead pre integration technical meetings with appropriate groups on both SIS and customer side Obtaining all required information for any delivery mechanism validations required to be undertaken by the Service Delivery team Coordinate the timely involvement of product experts during customer onboarding to ensure implementation best practices are followed, driving increased product engagement and long-term success Work closely with the Service Delivery team to effectively manage the transition of the customer into the production phase. Assisting Service Delivery in the preparation of customer briefings to operational teams each time a new customer or new service goes live enabling awareness and early life support Undertake follow up to ensure the onboarding process was seamless. Provide feedback to ensure processes are adjusted where required to enhance the customer experience Responsible for ensuring services are provided to the standard set out in agreements, in a timely fashion and that customer expectations are managed throughout with effective communication Manage customer driven projects within customer relationships, always working to achieve customer objectives whilst meeting company goals Continually drive quality improvement of services supplied to customers Liaise with internal departments to ensure customer needs are fulfilled effectively Handle complaints providing appropriate solutions and alternatives within agreed time limits and follow through to resolution Escalate and resolve areas of concern as and when required Administration Responsible for maintaining accurate customer records within our customer databases including all required contact details for use in routine communications (advisories, alerts, commercial messaging and contractual notices). This includes updates required as part of decommissioning customers Provide support with customer administration to your respective Sales team members Production of reports detailing activity and status updates on all customers and work in progress, always highlighting areas of risk or matters for escalation Governance Undertake regular required checks to ensure services are being provided to customers in line with contracts and media rights and that all revenue is being recognised In respect of 3rd party service and platform providers, manage the process as set out in agreements for activations and cessations, ensuring required end-user licensing is in place Responsible for managing trials of services for customers within your portfolio Inspiring Enthusiasm To keep abreast of any changes in company operations, products and services which will enable identification of further opportunities to maximise customer satisfaction. Motivates others to achieve goals, acts as a positive role model within the business Displays positive attitudes and behaviours always Is proud to represent our brand and culture, and promote our values Be a company ambassador, promoting the products and services offered by the business Better Together Be an active team player who contributes new ideas and suggestions Build and maintain strong inter-department relationships to resolve customer issues collaboratively and enhance the overall ‘Customer Experience’ Actively contribute to the successful delivery of internally led projects Focussed Innovation Identifies new ideas and processes Is committed to continuous personal development Be an active team player who contributes new ideas and suggestions Seeks out opportunities to improve own, divisional and team performance Trusted Integrity Ensure that the best interests of SIS are upheld always Ensure all SIS Company policies and procedures are followed always Operate within the legal and regulatory framework Understand and respect customer confidentiality Upholds and promotes the Company’s values always Personal Specification Qualifications Minimum of 5 GCSE’s including English and Maths Experience & Knowledge Minimum two years’ experience in an account manager role At least two years’ experience of working within the betting industry Demonstrable knowledge and understanding of both retail and digital operators, including service and platform providers, the products they offer and delivery mechanisms in use Sound commercial acumen and industry awareness Capable and confident in handling all customer related matters Solid understanding of commercial contracts, governing terms and conditions and service measurement techniques Experience of being an active member of a cross functional operational team Proven track record of delivering improved customer service through influencing people and teams. Abilities & Skills Strong account management and relationship building skills Experience of dealing with high profile stakeholders across the business and within customer organisations Innovative and committed to continuous improvement, actively seeking out ways to improve A keen eye for detail as accuracy and quality in respect of administration and reporting is key to this role Professional manner and customer focussed with the ability to manage relationships with tact and diplomacy Ability to prioritise and manage workload effectively Ability to think logically, break things down and recognise cause and effect in actions taken Outstanding time management and organizational skills. Meeting deadlines and ability to manage multiple tasks simultaneously Excellent documentation skills Confident communicator – both written and verbal – with good listening skills Ability to utilize the Microsoft Office Suite (Word, Excel, Visio and PowerPoint) Qualities & Attributes Be proactive and not wait for the customer to notice something is wrong Must have a “no excuses” mindset. Ability to do what needs to be done Positive and flexible attitude. Adopts a positive approach to change and takes the lead, motivating others to deliver an excellent customer experience Proven track record of building and maintaining collaborative and productive internal and external relationships Highly motivated, tenacious and a self-starter Team player who takes ownership – reliable, honest and committed Ability to handle pressure and work in a fast-paced environment Organized with a sense of urgency Appetite for continual learning Unquestionable integrity Sports Information Services. Location : Milton Keynes, Buckinghamshire, United Kingdom