Customer Engagement Executive


  • sd/cee
  • South Wales

Our clients, an IT provider requires a Customer Engagement Executive to join the Marketing Team. You will assist with customer and corporate sales responsibilities. You will drive the Customer Engagement model, deliver consistent excellence in Customer Satisfaction, drive new business streams and nurture the pipeline of opportunity via our Autotask platform whilst maximising client retention and satisfaction.

 Main duties of the post:

  • Relationship building with all clients and stakeholders.
  • Drive the engagement model and report monthly against plan.
  • Ensure Autotask is updated in real time in readiness for SMT meetings weekly.
  • Nurture pipeline of opportunity via CRM and proactively communicate out to our customer base in relation to the new lines of business.
  • Initiate ideas to improve and deliver an exceptional engagement model with our customers and communicate ideas to the CMO, agree actions and next steps.
  • Assist the Account Management and Sales teams with production of SOC’s (Sales Order Conformation’s).
  • Create client quotations/SOC’s and ensure ‘inbox’ is maintained and customer quotes turned around within 48 hours.
  • Drive appointment booking for relevant account manager linked with Tier 1 & 2 accounts and review engagement with Tier 3 accounts  in conjunction with the CMO.  Update Autotask to ensure customer requirements are met.
  • Report on appointment booking and proactively highlight any concerns/ areas of improvement.
  • Prioritise tasks and workloads to meet internal KPI’s.
  • Create and upload new content to the website as required and approved by the CMO.
  • Help drive attendance to customer events.
  • Work with the Customer Care Executive to ensure CBR’s (Client Business Review) documents are produced in a timely and accurate fashion.
  • Work closely with Servicedesk team leaders to provide smooth service between the technical and customer care teams, ensuring consistent and appropriate client communication.
  • Assist with organizing client events as required by the CMO.
  • Ensure that expectations of all stakeholders are managed effectively by communicating through meetings, verbal, written, CRM and email.
  • Ensuring the CRM system is up to date with relevant contacts, new contacts added and information is correct and accurate, empowering this ethos through to the marketing customer care team and business development team.
  • Responding to requests from the rest of the Senior Management Team in an efficient and timely manner.


Skills required:

  • Strong customer service skills.
  • Confidence, determination and resilience.
  • Excellent organisational and time management skills.
  • Ability to create and maintain accurate / accessible and organised documentation.
  • Ability to effectively communicate by producing all necessary reports in an effective, timely and tailored manner.
  • Excellent communication skills.
  • Strong listening and questioning skills.
  • Ability to effectively manage customer relationships, promptly respond to queries, ensure promises are kept and manage expectations.
  • Ability to use email, Internet applications, MS Windows operating system, CRM, MS Excel and other reporting tools to support their role.
  • Ability to apply numerical skills to analyse data, interpreting facts and figures presented in the form of statistical tables and diagrams, thinking critically and checking for errors.