Account Manager - Retention (Remote)

Account Manager - Retention

ABOUT IWG

IWG has been at the forefront of the flexible workspace revolution for more than 30 years. We have made it possible for organisations and individuals everywhere to take a new approach to the traditional working day. We have over 3,400 locations across over 110 countries allowing millions of people every day to have a great day at work.

Our customers are start-ups, small and medium-sized enterprises, and large multinationals. With unique business goals, people and aspirations. They want workspaces and communities to match their needs. We provide them with choice through our portfolio of brands, covering serviced offices (Regus, Spaces, HQ, Signature and No18), commercial real estate brokerage and managed office solutions.

Join us at www.iwgplc.com

JOB PURPOSE

IWG currently has openings for Account Managers - proven Sales/Customer Service professionals working within the Inside Save Team (retention). The Account Manager will work hand and hand with the customer to understand their reason for termination and act as a liaison between the customer and Area Manager to ensure that the customer’s needs are understood and addressed in a timely manner following a defined consultative process.

You will be tasked with responding to termination enquiries and proactively “saving” the customer using the Regus range of solutions such as Offices, Virtual Offices, and Regus Memberships; just to mention a few. This consists of understanding the customer’s business needs and circumstances, then providing a solution from the Regus product lines that best fit the prospect’s needs in order to maintain revenue opportunities.

Our B2B sales professionals are responsible for selling our range of solutions to all size businesses in a multitude of industries. The role involves engaging customers and prospects via phone, email, and SMS.

You will also follow up the new client's journey from week one to ensure they are satisfied, get referrals, up sale, cross sale and ensure the best customer experience.

KEY ACCOUNTABILITIES

• Speak with customers who have indicated a desire to cancel their service, listen to their feedback, communicate the value of remaining an IWG customer, and design solutions to help them remain onboard.
• Provide personalized, positive support that aligns with our company brand and voice, directly impacting our customer retention.
• Handle inbound and outbound calls and other methods of communication (e.g. email) to existing customers including follow-up calls to understand, educate, and renew business.
• Manage sales process: lead/enquiry development, sell all product lines and close deals.
• Work efficiently (high volume) and effectively (good sales and customer feedback) on all Key Performance Indicators in line with company procedures and guidelines.
• Take ownership of your results by driving high quality customer service resulting in meeting or exceeding the monthly goals associated with the Save role every month.
• Accurately record notes clearly in all relevant systems.
• Recommend improvements that will positively impact sales and efficiency.
• Perform other duties as assigned.

REQUIRED KNOWLEDGE, SKILLS AND QUALIFICATIONS

• Rounded sales and service skills (Not a pure “cold caller”) and hunger to learn and develop themselves.
• Professional and clear communication skills with the ability to build rapport with a customer quickly over the phone. (Excellent telephone demeanor).
• Supports business unit’s goals and demonstrates positive attitude toward others; will assist in all areas as needed.
  Proven negotiation skills.
• Intermediate level of MS office; Word, Excel, PowerPoint and Outlook.
• Familiarity with CRM systems a plus.
• Maintains high productivity/activity level.
• Flexibility to work the hours required. (Can involve early and late shifts).
• Willingness to go beyond the job description to meet business goals.