Senior account manager and sales executive, duties include:- Managing key accounts within Trackitnow's customer portfolio.- Develop and maintain relationships with key customers.- Account retention and growth.- Securing new clients through pitching, presenting and demonstrating key products.- Negotiating contracts with prospective and existing clients.- Reviewing sales strategy and targets with the company directors.

Supervised 1st line technical support team, ensuring all tickets were processed according tocompany policy and processes were adhered to.Kept a record of common issues to identify patterns and/or successful resolutions tocommon problems.Ensured any critical issues were correctly raised to 3rd line technical support and assistedthem with any enquiries as required.

Responsible for managing a team of over 20 employees to ensure smooth operation andachieve all assigned operational objectives.Ensured utmost client satisfaction through swift resolution of queries and concerns;additionally, provided continuous support and troubleshot technical issues.Monitored and coordinated data relating to individual and departmental performance.Analysed data to ensure adequate staffing numbers and to identify best practice processesto ensure all KPIs were met.Processed formal complaints received from direct clients. Coordinated any investigationrequired to address the complaint and provide a satisfactory resolution.

Ensure the company operates in accordance with the various licenses we hold,communicating company policy regarding licensing to all staff and submitting quarterlyreports to the UK licensing bodies

Lead a small team to efficiently fulfil all music requests to a success rate of over 90%.Implemented best practice procedures to ensure KPIs were consistently met, andsuccessfully cut team average call times from over ten minutes to three minutes.Liaised with the bereaved, funeral arrangers and crematoria employees to ascertainrequirements and resolve any issues.Communicated with other departments and superiors.

Acquired and analysed information from customers to identify and source new musicrequests for clients.Purchasing and cataloguing new digital and physical media.Using the bespoke internal database to enter, track and progress new and existing customerrequests.