Account Manager - Retention

Candidate Job Description

Job Title: Account Manager - Retention
Location: North America
Division: Regus
Reporting To: Sales Manager, Inside Sales Team

Company background

IWG is the World's largest provider of flexible workplace solutions. Established in 1989, and based in Luxembourg, the company offers a wide range of products and services which allow individuals and companies to work however, wherever, and whenever they need to. Regus is listed on the London Stock Exchange and is a part of the FTSE 250.

Although we operate in over 100 countries, 900 cities and 3,000 locations, we're still expanding rapidly. In fact, we're currently opening over 2 new centers every day, achieving over 20% year-on-year growth.
We achieve our outstanding results through our people. It is our customer focused people who are making business happen. They are behind our fantastic success and incredible growth.

The Role

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 or request for assistance with upcoming renewal and act as a liaison between the customer and Center Teams 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 and help request 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 Responsibilities
* Speak with customers who have indicated a desire to cancel their service or need help with an upcoming renewal, 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 and renewal process: lead/enquiry management, 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 Retention role every month.
* Accurately record results and notes clearly in all relevant systems.
* Recommend improvements that will positively impact sales and efficiency.
* Perform other duties as assigned.

The candidates should have the below experience or background in order to be considered for the role:

* 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.
* Attention to detail.
* Efficient Time and Pipeline management skills.
* Ability to multitask.
* 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.

Hourly rate at 15 an hour- plus competitive ramp up bonus

variable comp Based upon individual performance - high performers can expect 40K plus in variable comp

INDNA