Job Ref: 214178623

Date: 2021-07-12 15:45:28

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The Senior B2B Account Executive will support the Head of B2B Account Services in setting the CX strategy across our B2B customer accounts, act as a point of escalation to support the B2B Account Executive team and working in tandem with the account management team and other internal departments (including operations team) ensure a high value proposition, resolution to open cases, identification of growth opportunities and delivery to KPI.

* Management and support to a defined customer portfolio, act as point of escalation for B2B Account Executives and support the Head of B2B Account Services

* Pick up tasks as assigned by HoB2BAS

* Handle inbound enquiry and regular check-ins outbound, processing fault or service issues from ticket logging to resolution

* Liaising closely with bp pulse network team

* Support B2B customers in maintenance, data and warranty service queries including renewals or processing of Care As You Go need

* Provision of reporting and insight to customer and internally

* Provision of support for Account Management

* Identify opportunity within the assigned account portfolio where customer utilisation is close to peak capacity and work with AM team to create tangible customer solutions

* Communication with B2B customers (multi-level organisations) through Phone (in/out bound), Email, Webinar

* Be comfortable in presenting and identifying solutions

* Investigate, action, resolve and own customer problems

* The role is a critical part of the success of the B2B part of our business

* This is investment infrastructure to ensuring that our existing customer accounts are retained as a basis for long-term strategic growth targets

SMART outcomes:

a. Improve Customer Retention

b. Identify New Revenue Opportunities

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