Account Support Executive

Since its inception in 2005, Evolve has been driven by a commitment to revolutionise the support provided to hard-working multi-site brands often overlooked by traditional technology providers. Our tailored approach addresses the unique challenges faced by these brands, emphasising exceptional technical support and customer service. This covers GDPR Compliant Guest Wi-Fi, SD WAN Networks, Managed Wi-Fi/LAN Infrastructure, Broadband / Leased Lines, Network Security, PCI Consultancy, and structured cabling. 

Job Summary

The Account Support Executive provides day-to-day operational support to the Major Accounts Director and Strategic Accounts Director, ensuring that activity across Evolve's  customer accounts is coordinated efficiently and delivered to a high standard. The role is responsible for processing customer orders, tracking delivery, coordinating internal actions and helping to deliver an outstanding customer experience. This is not a sales role but an excellent development opportunity for someone looking to build a career in Account Management.

Key Accountabilities

Customer & Account Support

• Provide day-to-day operational support across Evolve's major and strategic customer accounts.
• Assist the Major Accounts Director and Strategic Accounts Director with the coordination and administration of customer accounts.
• Act as a key internal contact, ensuring customer requests are progressed efficiently.

Order & Delivery Management

• Process customer orders accurately and in a timely manner.
• Monitor the progress of orders, projects and service requests through to completion.
• Work closely with internal teams to ensure customer commitments are delivered on time.
• Proactively chase outstanding actions and remove delivery blockers.

Customer Experience

• Help deliver an exceptional customer experience by ensuring requests are completed quickly and accurately.
• Identify potential issues before they impact the customer and escalate where appropriate.
• Keep customers and internal stakeholders updated on progress where required.

Account Administration

• Maintain accurate customer records, account documentation and CRM information.
• Support the preparation of customer reviews, reports and account plans.
• Assist with renewal administration and commercial documentation.

Internal Coordination

• Build strong relationships across Service Delivery, Projects, Technical Support, Finance and Commercial teams.
• Coordinate actions across multiple departments to ensure customer outcomes are achieved.
• Escalate risks or delays promptly to the appropriate stakeholders.

About you:

Essential

• Excellent organisational and administrative skills.
• Strong attention to detail and accuracy.
• Ability to manage multiple priorities simultaneously.
• Excellent communication and interpersonal skills.
• Strong customer service mindset.
• Confident working across multiple internal teams.
• Proactive approach with a strong sense of ownership.

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Desirable

• Experience within an Account Support, Customer Service, Project Coordination, PMO or Operations role.
• Experience working within an IT, Technology or Managed Services environment.
• Experience using CRM systems and Microsoft Office.
• Understanding of order management or service delivery processes.

Why Evolve?

At Evolve, you'll be joining a dynamic and passionate team that's committed to building something special. We offer a competitive compensation package, a collaborative work environment, and the opportunity to make a real impact on our company's success.

 We have created a working environment where you can be yourself and give your all. You will be called on to out-think the competition and work closely with your colleagues to produce innovative ideas and deliver impressive results for our customers. This is your chance to be effective, and impressive performance will take you far.

Evolve is an Equal Opportunity Employer