Position Overview & Specifications
To help EKM grow by providing the best possible experience to attract, maintain and retain our Enterprise level customers. You will be joining an experienced team and this role calls for a passionate customer advocate who is able to communicate with customers at all levels. You will provide advice and technical support on both EKM and general eCommerce queries.
Responsibilities- Operate as the lead point of contact for any and all matters specific to our Established Tier customers.
- Build and maintain strong, long-lasting customer relationships.
- Develop a trusted advisor relationship with key Established Tier customers, advising on all matters EKM and eCommerce related.
- Keep up to date with any trends / best practises relating to eCommerce, including SEO, Google Analytics, Heat Mapping, Web Design and Conversion Optimisation in order to provide advice to customers.
- Conduct outbound calls to customers whose accounts have been identified as at risk to retain their business.
- Conduct outbound proactive calls to every assigned customer detailing key performance statistics and areas for improvement.
- Ensure the timely and successful delivery / implementation of any actions / releases according to our business and customers needs.
- Help promote and enhance the image of the Company by providing an excellent customer experience.
- A good working knowledge of eCommerce and the internet is essential.
- Excellent verbal and written communication skills are essential.
- Experience of probing questioning and influencing / sales skills are an advantage.
- Proven account management or other relevant experience is an advantage.
- Proven ability to manage multiple accounts at a time while paying strict attention to detail is an advantage.
- A good working knowledge of eCommerce tools and best practises is an advantage, for example Marketing, Google Analytics, SEO & Web Design.
- Upto 25 Holiday Days + Bank Holidays + Never work your birthday
- Flexi time - Flexible start and finish times plus earn extra holiday days
- Free snacks and drinks
- Free onsite gym
- Our very own 3 story slide, yes a slide!
- Great Pension - 5% contributions
- Relaxed environment
- Free parking
- Free Spotify account
- Lots of regular social events
- North west's coolest office
Picture working for a tech giant like Google or Apple… relaxed dress code, free tea & coffee, lots of company trips and a real campus feel to your workplace. Silicon Valley might be a few thousand miles away, but ekm.com was born and bred in sunny Lancashire.
With an open approach to managing people and a strong emphasis on knowledge share, ekm.com’s success comes from its staff, the ideas they generate and the amazing results they bring.
Check out all the main EKM perks and benefits