Job Description

As a Key Account Support Executive, you will deliver exceptional customer service to a portfolio of strategic customer accounts, acting as the primary point of contact for day-to-day account management. You will build and maintain strong customer relationships, proactively resolve queries, and ensure service levels are consistently met. Working closely with customers to understand their needs, you will play a key role in driving customer satisfaction, retention, and account growth while ensuring a seamless experience across Culligan’s products and services.

Requirements

We're seeking a customer-focused professional with experience managing customer relationships in a fast-paced B2B environment. The ideal candidate will be confident building strong stakeholder relationships, resolving complex issues, and delivering exceptional levels of service.

• Experience working within a customer service, contact centre, account support, or sales environment, ideally B2B.
• Proven experience managing key or strategic customer accounts.
• Excellent written and verbal communication skills with the ability to build trusted relationships at all levels.
• Strong problem-solving and analytical skills, with the ability to identify issues and implement customer-centric solutions.
• Knowledge of contract management, invoicing, billing, and credit control processes.
• Confident negotiating service agreements, pricing discussions, and customer solutions.
• Ability to work collaboratively across multiple departments to ensure seamless service delivery.
• A track record of delivering outstanding customer service and successfully resolving customer queries and escalations.
• Experience using CRM systems, preferably Salesforce, to manage customer information and account activity.
• Highly organised with strong attention to detail and the ability to manage multiple priorities effectively.

Responsibilities

• Serve as the primary point of contact for key customer accounts, delivering a high standard of customer service and ensuring a seamless customer experience.

• Manage and resolve a wide range of customer enquiries, including billing and payment queries, service requests, installations, repairs, consumables orders, purchase orders, credits, contract amendments, and account setup.
• Coordinate customer onboarding, offboarding, MIF relocations, and novations, ensuring all processes are completed accurately and efficiently.
• Build and maintain strong relationships with customers, conducting regular account reviews and proactive check-ins to understand their needs and identify opportunities for improvement.
• Handle customer issues, conflicts, and escalations promptly, providing effective solutions that support customer satisfaction and retention.
• Work closely with Key Account Executives, Customer Service, Operations, Delivery, and Field teams to ensure customer commitments are met and services are delivered effectively.
• Maintain accurate customer records, account information, and activity logs within Salesforce and other internal systems.
• Produce and manage reporting, master data updates, spend analysis, and asset management information to support account performance.
• Monitor account health, including service levels, profitability, invoicing, payment history, and customer engagement, identifying and mitigating potential risks.
• Support continuous improvement initiatives and proactively identify opportunities to strengthen customer relationships, improve processes, and drive account growth.
• Maintain customer portals and ensure all customer data remains accurate, compliant, and up to date

Benefits

• 23 days' holiday + Bank Holidays
• Company Pension scheme
• Company Sick Pay (after qualifying period)
• Cycle to Work scheme available
• Employee rewards and discounts
• Option to join Health Care Cash Plan
• 24/7 365-day access to Employee Assistance Programme through Health Assured
• Access to on-going learning and development with our online learning platform
• Free onsite parking
• Life Assurance