Account Support Officer

Description:

The purpose of this role is to help manage relationships with B2B accounts, including businesses, schools, universities and governmental organisations to deliver customer success. This includes working with Delivery and Sales teams to help manage the customer’s experience of the product or solution and ensure they achieve their goals.

Main Accountabilities But Not Limited To The Following

Service and product delivery support

Registers and onboards new B2B clients/ customers, including adding them to the appropriate British Council systems (internal and customer-facing), to ensure smooth implementation of the product or solution.

Trains key stakeholders in the partner organisations how to use products, systems and other resources to maximise the value and impact they get from working with us.

Works with business delivery teams and Operations to set and review the quality of delivery.

Works across teams to manage enquiries and resolve problems and service requests from existing accounts.

Liaises with business delivery teams and Operations to manage any changes and amendments to service delivery.

Manages inbound service requests (cases) and works with Sales, Operations and Delivery teams to resolve these within an agreed timeframe.

Informs Sales, Delivery and Operations teams of concerns flagged by clients to help make improvements in customer experience.

Responds to and manages customer support cases in CRM.

Analysis and reporting

Provides reports and data to B2B customers that help them track delivery, engagement, achievement, outcomes and other key metrics for success.

Captures and manages client data in CRM and other business systems to help build insight around our corporate audience and the sales and marketing effectiveness of our corporate business and so help support account management, retention and growth.

Runs feedback/ Monitoring and Evaluation (M&E) system and collates results for presentation to client and sales colleagues.

Manages service delivery and data using British Council systems.

Works closely with Sales & Account Manager to provide accurate and timely data to the client as well as building opportunities for repeat and new business.

Contributes to reporting on, onboarding, delivery service and account management activity.

Reviews data sources with colleagues to identify opportunities to improve performance.

Business development support

Conducts research, using a range of information channels, to support developing new business opportunities.

Pro-actively identifies opportunities and look for ways to add value to B2B customer and key account relationships through British Council products, services and resources (free and paid), including sharing access to British Council training, events and materials from across SBUs to help maximise the value they get from our services.

Helps to identify new and repeat business opportunities with existing clients

Relationship and Stakeholder management

Listens to client needs and requests regarding future cohorts and new courses.

Supports Account Managers in delivering annual key account plans, sharing responsibility for objectives within this as defined.

Finance and Resource management

Ensures invoices are created and issued to clients in line with financial compliance and appropriate timescales.

Ensures the British Council is created as a supplier on clients’ systems and that documentation is accurate and up-to-date.

Manages corporate payments and monitors debt as part of debt control team in country/cluster.

Organises legal documentation and keeps accurate records of contracts

Managing Self And Others

Tasks and coordinates others (e.g. internal colleagues or external contractors/suppliers) to complete time-limited, straightforward activities, within established procedures, in order to ensure efficient delivery of services.

Monitors task completion to agreed quality and time standards.

Essential

Role specific knowledge and experience
 

• 2+ years experience of sales and/or account/customer management
• A minimum with University degree or equivalent in a relevant subject or discipline.
• This job requires frequent travelling within and/or outside of the city.
• Availability to work weekends in line with business requirements.
• Flexibility to extend working hours as required by business needs.
• Good relationship management capability.
• Good command of Microsoft Office.