About the role

This is an exciting opportunity to take ownership of a portfolio of some of BT Business's most strategically important Retail and Charity customers. You'll be responsible for retaining, developing and growing a small number of high-value accounts, building long-term partnerships that deliver sustainable growth for both your customers and BT.

As the primary relationship owner, you'll develop strong connections with senior stakeholders and decision-makers across your customers' organisations. By spending time in the field, understanding their business priorities and becoming a trusted advisor, you'll help customers navigate challenges, uncover opportunities and realise greater value from their partnership with BT.

Working towards ambitious revenue, growth and customer satisfaction targets, you'll create and execute account plans that drive retention, renewals and new business opportunities. You'll work closely with a wide range of specialist teams across BT and EE, bringing together the right expertise, solutions and support to help customers achieve their objectives.

You'll play a key role in showcasing the full value of BT and EE's market-leading connectivity, digital and technology solutions, helping customers transform their operations and stay ahead in an increasingly competitive market. From leading commercial discussions and contract negotiations to coordinating virtual teams and delivering exceptional customer experiences, you'll have end-to-end ownership of customer success.

As a visible ambassador for BT, you'll represent our brand both externally and internally, demonstrating outstanding sales leadership, commercial acumen and customer focus. You'll continually build your knowledge of emerging technologies, industry trends and innovative solutions, ensuring you're always equipped to bring fresh insights and value to your customers.

What you’ll be doing

• Accountable for developing successful, sustainable and profitable long-term relationship with customers, to include responsibility for escalation management to appropriate level
• Accountable for developing a strong understanding of the customer’s requirements and transformational roadmap
• Ensure robust account development plans exist for each customer accurately portraying the competitive landscape and how BT is positioned within it.
• To use extensive knowledge of BT Products and services to deliver commercially sound complex customer solutions/ managed services whilst maintaining a positive experience for customers
• Accountable for Customer satisfaction improvements increasing Net Promoter score within the account.
• Define, develop and own key customer relationships and customer contact strategy.
• Accountability for the New Sales elements of P&L of the account base including how budgets are aligned and used for resourcing to win new business with a high degree of autonomy with customer relationships whilst adhering to BT’s code of practice
• Accountable for taking responsibility for own personal development, to ensure fully conversant with the whole portfolio and can sell a value proposition

Essential Skills / Experience

• To profitably retain, develop and grow a portfolio of existing customer accounts. Achieve/exceed business targets, expressed in terms of revenue, new product revenue growth and customer satisfaction
• Develop effective, multilayer relationships with customers, demonstrating knowledge of their business and their decision-making process, right across their business to add value and exceptional engagement, becoming a trusted and valued partner
• Creation of an account/win plan for all re-sign and growth opportunities, demonstrating required actions and effective engagement of the virtual team
• Own fully the customer relationship on behalf of BT, enabling other teams to deliver service and products by working closely and being clear and open with communication
• Conduct customer meetings and dialogue which supports your retention and growth campaign, fronting all commercial & contractual activity, and accurately record all sales activity on the central CRM system

Desirable Skills / Experience

• Continuously develop growth pipeline
• Operate within published commercial and contractual guidelines, making effective use of escalation routes
• Act as an ambassador both in the external market and within internal stakeholders, demonstrating best in class sales behaviour and deliver excellent customer experience results
• Retention of customer base against aggressive market competition, maximising the BT growth story and network benefits.

Our Package