Account Manager

This role oversees full management of allocated customer account management responsibilities. Responsibilities include acquiring establishing client relationships with your client portfolio and identifying additional revenue streams from the existing allocated Shift customer portfolio, as well as bringing on new customers within the ‘Direct’ (warm leads) customer channel who can benefit from the Shift platform offerings. The Account Manager role works closely with customers to determine and explore potential solutions through the anticipation of the customer’s business growth needs.

Main Responsibilities/Duties:

• Actively own and manage the relationship for allocated Shift customers through strategic and effective account management practices, customer service, and general curious outreach
• Acquisition of new Shift customers within the Direct customer channel – warm, pre-qualified leads
• Work with customers to understand their business needs and strategies, and helping customers recognise how the Shift solutions can help accelerate their business
• Selling of Shift Platform solutions to prospective clients using solid arguments backed by the Shift sales approach
• Ongoing outreach to allocated customer portfolio to support increased platform utilisation, promotion and retention
• Providing guidance to customers on service, platform, and general queries
• Responding to and problem-solving customer queries via email and phone
• Completion of due diligence associated with the establishment of new accounts and ongoing management of existing accounts
• Collaboration with team to inform development of effective and efficient processes related to the delivery of exceptional customer service and customer management
• Build relationships with Business Owners, Brokers, and Partners (customers), Internal sales operational teams and Direct Leadership team.
• Collaboration with other operational teams across the Shift business to manage the needs and challenges of your customer portfolio
• Use of Salesforce CRM to enter and manage customer account information

Requirements

• A business or finance degree is beneficial but not essential
• Demonstrated relationship management/sales experience in a professional services setting
• Proven experience successfully managing pipeline of existing customers and potential leads
• Proven Customer support/representative experience
• Strong understanding of financial services (ideally lending) highly regarded
• Proficient with MS Office