About the opportunity…

Reporting to the AM Operations, the Account Coordinator is responsible for ensuring the overall support and service provided to ELMO clients is optimised and tailored ultimately focusing on improving the client experience.

The role acts as a support to the Account Managers through proposal generation, administration tasks, call cycles and phone check ins with clients. The role requires ongoing engagement with internal stakeholders and regular interactions with the CRM and Helpdesk platforms.

Attention to detail is key in the success of this role, with a focus on licensing and usage within client systems is kept accurate. Where required, the Account Coordinator will be acting as an extension to the client’s team by providing reporting services on an ongoing basis, ultimately strengthening the ELMO value proposition.

The core function of the Account Coordinator includes but not limited to:

Administrative Support

• Maintain consistency in the integrity of data in Salesforce including account plans, contact
• information, contract information and account status.
• Preparation and collation of reports (liasing with Sales Operations & Insights Lead)
• Respond to email and telephone queries from Account Managers.
• Compliance with ELMO’s Information Security Policies and Procedures
• Occasional Project work both within the Account Management team and in wider teams within organisation
• Creation of Acceptance Forms and other client facing document as needed
• Additional key ongoing project work as designated by Head of Account Management.

Client Management

• Runs usage reports to assess client engagement levels with the system ensuring clients are not
• over-utilising their ELMO solution, and managing the sale with clients if they are overutilizing their system
• Proactively assesses, clarifies, and validates client needs on an ongoing basis
• Establishes productive, professional relationships with key personnel in assigned client accounts
• Managing internal resources (e.g. briefing sales representatives, liaising with marketing, etc.) to
• maximise the scope of all client solutions
• Maintaining documentation around lead generation and follow up on opportunities.
• Articulating the ELMO offering (all products) and contextualising the message to suit the audience.
• Utilisation of internal technologies, ie. Gong, to increase efficiencies within current processes.

Stakeholder engagement

• Engages with the Client Services division regularly
• Work closely with the Sales and Marketing team to support marketing initiatives as required.
• Works closely with Product teams and managers to ensure client feedback is being received and
• acknowledged
• Maintains high client satisfaction ratings that confirms 100% retention of contract value
• Assisting in the effective consultation and implementation of client solutions to maximise return on investment
• Ensure compliance with ELMO’s information security privacy policies and procedures