XPERIENCE IT SOLUTIONS

Responsibility

• manage the day-to-day activity within the allocated existing client base being both reactive, and proactive in providing the best service
• ensure full utilisation of the CRM system to help deliver account strategies and key account listing compliance
• deliver upon the proposed sales targets, not only on an individual level, but also as part of the Account Management team
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• drive opportunities for Cross Sell and Upsell sales to generate additional revenue streams within the existing client base
• manage new leads and opportunities through the sales process to facilitate accurate and reliable sales pipeline and forecast reporting
• provide a pro-active and elevated level of customer service & management
• maintain the use of the Sales Assistance process within CRM, to ensure that any pre-sales requirement is logged enabling other departments to organise their time
• focus on customer retention achieving a net zero customer attrition of contracts
• conduct fact find calls to understand the client needs/problems/goals, follow-up activities to support and close sales, and maintain processes and procedures to track activity
• work with the Marketing Team to help develop marketing content, campaigns and lead generation activity
• ensuring Accounts Plans are in place for Strategic and Growth clients to drive Cross-Sell and Upsell opportunities and to achieve maximum growth within the client base
• minimise customer and contract attrition
• liaise with the Delivery teams to ensure a consistent and smooth handover of client projects from sale to delivery
• manage the Contract Renewal Process, ensuring that all client contracts are delivering maximum profitability for the organisation, ensuring that renewal invoices are issued on time and that WIP is managed
• the role is telephone and client facing, engaging regularly with our clients to provide business solutions, through a consultative sale, owning the investigation and resolution of client issues
• proactively delivering ongoing client service improvement by engaging regularly with clients and be the escalation point for client issues either directly from the client or via the wider Commercial and Support teams
• conduct customer reviews at regular intervals

Requirements

• previous experience in sales / account management
• at least 3 years of experience in sales / account management
• proven ability to meet and exceed sales targets
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• strong influence and negotiation skills with key stakeholders at all levels of an organisation, including executive and C-level
• industry sector knowledge of Cloud Computing, Managed IT services, ERP and CRM
• experience in the use of Connectwise
• A willingness to travel across England to client sites
• experience of Microsoft Licencing and pricing
• ability to live and work in the UK
• job Types: Full-time, Permanent
• A driving licence that allows you to drive in the UK and access to your own vehicle for business use, for travel to rural client sites, would be an advantage

Earnings for position account manager

Responsibility

• configuring client hardware to an agreed specification
• provide level 1 technical/application support to both internal and external stakeholders
• provide level 1 technical support to both internal and external stakeholders
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• be the first point of contact for technical support to both internal and external stakeholders
• stock management, including goods in and out
• work to deliver on Service Level Agreements and ensuring that all support incidents are accurately recorded
• assisting colleagues with scoping for hardware requirements
• keeping the central system up to date
• use the helpdesk management system to log tickets for internal and external stakeholders, where raised by telephone
• generate client data reports where required
• creating and improving upon processes
• triage all new support requests by reviewing and modifying ticket subjects, priority, department, associated service level agreement and contractual requirements
• vacancy: IT Technician
• vacancy: IT Trainee Technician
• installation of client hardware where required
• refer client requests for advice & consultation to Business Applications and Commercial teams
• provide onsite support for client inductions where required
• configure, deliver & deploy PC’s, laptops and printers for internal and external stakeholders
• collaborate with peers and other areas of the business to increase internal product and service knowledge
• perform regular remote or on-site maintenance on behalf of our clients
• deliver a high level of customer satisfaction by acting as the primary point of contact for all new support incidents received through our helpdesk, email, telephone or through live chat
• provide on-site technical support and/or to facilitate the collection and delivery of hardware for repair or troubleshooting
• perform initial investigation and where required, escalating the incident to experienced Business Applications Support team members, ensuring high levels of customer care
• perform initial investigation and where required, escalating the incident to our Level 2 or Level 3 technical teams, ensuring high levels of customer are
• refer client requests for advice & consultation to Business Solutions and Commercial teams
• perform initial investigation and where required, escalate the incident to our Level 1 / 2 or Level 3 technical teams, ensuring high levels of customer care
• manage and monitor internal and external ICT systems and platforms performing any necessary maintenance
• pro-actively monitor internal systems including backup reports, network and device monitoring systems, anti-virus and patch management dashboards etc. to identify issues of concern, taking action to create a support incident on behalf of a client
• take responsibility for one’s own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved

Requirements

• job Types: Full-time, Permanent, Graduate

Responsibility

• assist the project managers in managing all aspects of projects
• assist the Project Manager in managing all aspects of projects
• assist Project Managers in managing all aspects of projects
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• manage all resource requests and scheduling for the consultancy team
• manage all requests for purchasing with Xperience’s purchasing team, ensuring the correct software is procured and delivered successfully
• attend customer meetings/conference calls with the project manager as required
• manage all requests for purchasing with Xperience’s purchasing team, ensuring the correct kit list is procured and delivered successfully
• manage requests for purchasing with Xperience’s purchasing team, ensuring the correct kit list is procured and delivered successfully
• undertake quality checks for projects, recording the results
• vacancy: Project Coordinator
• accurately track time used for projects/tasks, ensuring this is recorded including maintenance and upkeep of Job Cards and related invoicing
• assist with and continually improve the handover to support process
• coordinate all projects in your portfolio, undertaking administrative tasks to ensure that projects are completed efficiently and liaising with the team to ensure that projects remain on track to deliver against targets and escalating any issues to relevant personnel
• accurately track time used for projects/tasks, ensuring this is recorded
• provide Customer with appropriate meeting Agendas and updates to Project plans
• maintain project documentation, including risk, change and action logs
• work with technical consultants to produce kit lists for sales opportunities
• liaise with sub-contractors that form part of an Xperience project
• provision of regular Customer Project updates to ensure the client is aware of overruns and Budgets variances
• manage minor pieces of work with assistance from other members of the team, owning all aspects of delivery through to completion
• develop to manage minor pieces of work with assistance from other members of the team
• report on progress, issues, exceptions for all work in your portfolio
• anything else that management deem relevant to ensure that the customer experience is exceptional
• managing travel, accommodation booking and logistics for the team
• reporting to: Head of Projects
• document and write up any Project related actions resulting from Project Meetings, ensuring these are actioned and allocated to the correct resource
• processing of team expenses

Requirements

• project Management: 1 year

Responsibility

• raising deposit/stage invoices as required to assist the timely collection of Debt
• collecting all outstanding Debt from customers based on agreed client terms, ensuring that Overdue Debt is minimalised
• assisting with all functions within the department as required

Requirements

• previous Credit Control experience across a wide and varied client base
• experience of working in a busy finance or administrative department
• A working knowledge of Microsoft Business Central Accounts package
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• experience of working in the IT industry
• able to evidence strong communication skills and proficiency in English language, both verbal and written
• excellent attention to detail
• willingness to learn
• valid Right to Work in the UK

Earnings for position credit controller

Responsibility

• provide level 1 technical support to both internal and external stakeholders
• be the first point of contact for technical support to both internal and external stakeholders
• work to deliver on Service Level Agreements and ensuring that all support incidents are accurately recorded
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• use the helpdesk management system to log tickets for internal and external stakeholders, where raised by telephone
• triage all new support requests by reviewing and modifying ticket subjects, priority, department, associated service level agreement and contractual requirements
• vacancy: Managed Services Technician
• vacancy: Managed Services Trainee Technician
• configure, deliver & deploy PC’s, laptops and printers for internal and external stakeholders
• perform regular remote or on-site maintenance on behalf of our clients
• deliver a high level of customer satisfaction by acting as the primary point of contact for all new support incidents received through our helpdesk, email, telephone or through live chat
• provide on-site technical support and/or to facilitate the collection and delivery of hardware for repair or troubleshooting
• perform initial investigation and where required, escalating the incident to our Level 2 or Level 3 technical teams, ensuring high levels of customer are
• refer client requests for advice & consultation to Business Solutions and Commercial teams
• perform initial investigation and where required, escalate the incident to our Level 1 / 2 or Level 3 technical teams, ensuring high levels of customer care
• manage and monitor internal and external ICT systems and platforms performing any necessary maintenance
• pro-actively monitor internal systems including backup reports, network and device monitoring systems, anti-virus and patch management dashboards etc. to identify issues of concern, taking action to create a support incident on behalf of a client
• take responsibility for one’s own professional development, through continuous learning, to ensure that any contractual or partnership accreditations or certifications are achieved
• collaborate with peers and other areas of the business to increase internal product and service knowledge

Requirements

• microsoft Windows Server
• active Directory
• anti-Virus, Anti-Malware & Anti-Spam Solutions
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• veeam Backup & Replication
• hardware Maintenance
• patch Management Solutions
• previous experience in an internal or external facing helpdesk support team
• previous hands-on experience with ticket management systems e.g. Connectwise
• willingness to travel to client sites in the UK as required
• willingness to travel to client sites in Northern Ireland and Great Britain as required