Sales - Inbound (Call Centre & Customer Service) Full time Black Pearl Group (NZX:BPG) is a technology company that creates data driven SaaS products for the US market.
All our services are designed to power revenue growth for small-to-medium sized businesses.
With the Head Office in Wellington and team members in Auckland, other regions of NZ and five other countries across the globe, the Black Pearl team is expert, agile and focused on supporting rapid company growth that is occurring right now.
About the Role: We are looking for a Senior Accounts Manager to play a pivotal role in achieving our company's objectives.
This position has been created strategically to focus on acquiring larger customers.
The role involves engaging with prospective customers during the pre-sales phase, managing seamless onboarding processes, delivering ongoing support, and contributing to strategies to guarantee long-term client satisfaction and retention.
Black Pearl Group fosters a fast-paced and dynamic company culture, emphasising collaboration across all departments so building strong relationships both internally within the company, as well as externally with customers, is paramount.
Why You'll Love this Role: As a Senior Account Manager, you'll be at the forefront of our key customer interactions, driving satisfaction and loyalty through exceptional service.
You'll manage exciting projects and be an advocate for our customers' needs.
Your expertise and passion will help shape the future of our Customer Success strategy, focusing on retention and satisfaction management.
To excel in this role, it's important to have a passion for understanding customer behaviour and a commitment to improving the customer experience at every touchpoint.
Continuous improvement, through regular review of strategies and outcomes, is also key to success.
Build Relationships: Build meaningful relationships and long-lasting connections with our customers, ensuring their needs are not just met but exceeded.
Manage Projects: Take charge of customer projects, ensuring timely delivery and alignment with goals and objectives.
Drive Retention: Assist with developing and implementing strategies to enhance customer retention, ensuring long-term satisfaction and loyalty.
Customer Advocacy: Act as the voice of the customer, advocating for their needs and ensuring their feedback drives improvements.
Problem Solving: Use logical thinking and a proactive approach to identify and resolve potential issues before they affect customer satisfaction.
Effective Communication: Engage with customers through various channels, providing support, updates, and guidance to enhance their overall experience.
What We're Looking For: B2B Customer Experience: A minimum of 3 years of proven experience in B2B customer support or service, with a passion for continuous development.
Tech Savvy: Ability to quickly learn new technologies (SaaS preferred) and teach others to navigate new systems to the point of independence and success.
Customer Service Excellence: An obsession with delivering outstanding customer service to boost satisfaction and loyalty.
Motivated and Driven: A desire to learn, serve customers, and build positive partnerships.
Top-Notch Communicator: Clear, persuasive, and effective in both written and verbal communication.
Analytical and Goal-Oriented: Strong analytical skills, with a goal-driven mindset and solid project management experience.
Detail-Oriented: Meticulous quality assurance practices to ensure accurate and thorough customer interactions.
Adaptable: Flexibility to adjust strategies or tactics based on data, customer feedback, and market conditions.
Time Management Pro: Ability to prioritize tasks and manage time effectively in a fast-paced environment.
Team Player: A collaborative team member, self-starter, and thrives in a fast-paced multi-tasking environment.
US Hours Availability: Available to support the US market with a start time of 6 am NZT across Monday to Friday with occasional Saturdays and flexible hours during those weeks.
Tech Sector/SAAS Experience: Experience in the technology sector is a plus.
Join Us: If you're ready to enhance your career and make a real difference, we want to hear from you!
Apply now and join us in delivering exceptional customer experiences.
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