Customer Advocate - Enterprise Markets - Public Sector

A bit about us  

At Gamma, we’re more than just a leader in Unified Communications as a Service (UCaaS) – we’re a dynamic, forward-thinking team revolutionizing the way businesses connect and communicate. We provide voice, data, and mobile solutions to businesses across the UK, Germany, Spain, and the Benelux region, and we’re expanding rapidly to bring digital automation and Gamma-powered services to SMEs through a growing network of channel partners. 

We move fast with a start-up mindset, but we have the stability of a leading European business. Our team thrives on collaboration, innovation, and the belief that diverse perspectives make us stronger. Join us, and you’ll have the opportunity to make an impact, grow your career, and be part of a company that celebrates inclusivity and fresh ideas. 

Who are we looking for? 

We are seeking a customer advocate who can thrive across three primary objectives; developing our existing customer accounts, to win new upsell and cross sell business from our existing customer base through tactical marketing campaigns and to ensure existing customers are retained through the provision of outstanding customer service.

What will you be doing day-to-day?  

• Work to targets to achieve and exceed KPI’s.
• Manage a monthly sales target for upsell, cross sell and contract resigns for your allocated customer base.
• Managing sales opportunities on Salesforce using the company's preferred sales methodology
• Undertake various account management duties within specified accounts, with a view to understand and develop business plans to meet Gamma objectives
• Gaining an intimate knowledge and understanding of the customer buying process and ensuring this is reflected in deal forecasting and progression
• Proactively engaging with customers to build and expand relationships at multiple layers within each prospect – understanding prospect types as well as key organisational roles
• To identify new revenue opportunities for Gamma and develop strategies to exploit them across all specified accounts whilst also maintaining all existing revenue and margin within the specified customer base
• Proactively engaging with customers to identify and resolve issues to maintain and develop customer satisfaction
• Managing, scheduling and attending face-to-face, video conference and/or telephone service and account reviews with assigned customer base
• Making and taking telephone calls and written correspondence from customers, suppliers and colleagues adhering to a best practice call flow, thereby maximising sales performance 
• Compiling and presenting service reports for customers when required
• Sales paperwork completion, collection, and validation on appropriate systems
• Track all activity in GammaHub (Salesforce CRM) following the defined processes and look for opportunities to improve or enhance the information in the systems
• Data entry within the various company systems
• Providing customer support on Gamma's customer facing portals, as well as completing basic adds, moves and changes on customer accounts
• Providing customer updates on network infrastructure updates and planned maintenance
• Maintain an awareness of the prevailing UK market conditions and competitive landscape and exploit any opportunities arising from this knowledge
• Work closely with Quality Assurance to ensure sales verification and compliance with regulatory requirements
• Assisting and supporting the relevant the order and project delivery teams with customer roll outs
• Identify issues, collating and managing any risks to resolution, escalating serious issues in a timely fashion to the relevant parties
• Identify areas for improvement e.g. product, system or process
• Support customers in-life with day-to-day queries

What you’ll need: 

The ideal candidate will have experience of selling and account management whilst coordinating and managing multiple streams of work with minimal supervision. Knowledge and experience with Public Sector customers would be advantageous. The candidate must also have some relevant and transferrable telecoms experience ideally including unified communications.

• Proven track record of effective account management ideally within the Public Sector 
• Proven track record of closing complex solution business to business sales
• Proven track record of delivering against sales targets
• Excellent sales and account management skills
• Capability of understanding customer pain points and requirements
• Good listener and communicator, able to deal with people at all levels of business and with people of varying technical capability
• Customer orientated with an organised and logical approach to fulfilling requirements
• Ability to take ownership of issues and to resolve them promptly and efficiently
• Relevant and transferrable telecoms experience including data, mobile, IP telephony products and unified communications solutions
• Ability to bond and build rapport with a wide range of customers and stakeholders 
• Ability to negotiate and maintain maximum profitability for the business 
• Solution and quality focused 
• Resilient and responsive to change, operating within a fast-paced business telecommunications environment 
• Positive attitude with a diplomatic approach to working with other teams and supplier
• Customer orientated with an organised and logical approach to fulfilling requirements
• Able to meet customer requirements in terms of flexible working hours to fit in with business needs
• Demonstrable ability to take ownership and manage multiple tasks of varying complexity whilst maintaining attention to detail and accuracy

What do we offer you?  

• At Gamma, we believe in work-life balance, which is why we offer 25 days of annual leave, plus an extra day off for your birthday. Giving back is important to us, so we also provide a volunteer day to support a charity that matters to you. 
• Family matters, too. With enhanced maternity and paternity pay, we’re here to support you as a parent and help you thrive in your career. 
• We offer a contributory pension plan to help you save for the years ahead, with Gamma’s contribution varying dependant on yours.  
• Your well-being is our priority. We offer group income protection and life assurance (four times your salary) to ensure peace of mind for you and your loved ones. 
• We want you to share in our success. That’s why we offer tax-efficient share save and share incentive plans, giving you the opportunity to benefit from Gamma’s growth. 
• We’re committed to health, both physical and mental, and provide private medical insurance through Vitality, which extends to your immediate family.. 
• And, because we care about the environment, we offer an Electric Vehicle scheme through Octopus and a Cycle to Work scheme, making it easier to get around sustainably.  

A few things to note  

• Unfortunately, we can't offer visa sponsorship or relocation support for this role. 
• This role is onsite  from our various customer locations. 
• If you feel you could be a good fit for Gamma but do not think that you meet all the requirements, we still encourage you to apply as you could be the person that we are looking for!  

Gamma is an equal-opportunity employer. We care about inclusion and believe in having diverse teams where everyone can be their true authentic selves. We value each person and their range of backgrounds and actively encourage people from underrepresented backgrounds to apply.  

We don't discriminate based on any protected characteristics e.g., race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, marital status, disability, or age. We are a family-friendly employer with a culture based on trust, autonomy, and flexibility to help you create a work-life balance and enjoy working here at Gamma.  

For recruitment agencies – we have a network of fantastic partners that support us in our hiring from time to time. We‘re not looking to increase that network currently, so please don’t send speculative CVs.  

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