Key Account Manager

As a Key Account Manager, you will be responsible for developing and maintaining relationships with strategically important customers. You will be accountable for identifying opportunities to increase the value delivered whilst increasing new connections to the clients network and honouring our contractual commitments. You will use your experience and in depth understanding of telecoms service fulfilment and assurance to ensure exceptional service quality is delivered for company residential and business products with a key focus on strategic opportunities.

• Responsible for key customer relationship management, delivering high quality customer service to internal and external customers, responding to, and resolving account service issues.
• Understand market movement and identify strategic opportunities that keep FFL a competitive and attractive partner.
• Work with our B2B and partner sales teams to maximise order volumes.
• Understand strategic goals of customers and develop FFL products and services to support those goals.
• Located in customer's offices and collaborate to fully understand their needs and identify opportunities for continuous service improvement.
• Provide reliable and high standard of service as the dedicated point of contact.
• Coordinate the delivery of all services to your customers using product and service specialists as required.
• Have intricate understanding of contractual obligations and conditions.
• Monitor agreed SLAs and be the Voice of the Customer (VoC) to hold internal teams to the highest standards.
• Deliver regular service and business reviews with customer and internal stakeholders to review performance, risks and opportunities.
• Clear, professional, and effective communications via teams, telephone, email, or face to face meetings.
• Maintain up to date records on behalf of the customer using the appropriate systems and processes.
• Co-ordinate any ad-hoc customer requirements.
• Ensure service levels are maintained including validated invoices, queries progressed to resolution.
• Ensure all support groups are performing to the expected standards and liaise with internal FFL departments / suppliers to ensure swift resolution of fulfilment or assurance activities.
• Develop and support peer relationships both within operations and across FFL.
• Support management with development in FFL by leading workshops and liaising with other teams to help the continuous improvement of processes and customer experience.
• Effective time management ensuring tasks are effectively complete with agreed time frames.