- case studies
Friday 26 October 2018
Away from her day-to-day role as internal accounts manager, Emma Gillespie is well-known amongst the Activ Technology team for her love of travel. Dubai is one of her favourite destinations due to the warm climate and vibrant culture. When not enjoying her leisure time, Emma works on a range of varied and dynamic client accounts.
Having grown up within a business environment and being around my father, Activ Technology managing director, Ian Gillespie, I knew that a career in business was for me.
I applied for an apprenticeship at The Entrepreneurs Forum and studied for a Business Admin Level 2 qualification. I helped with member events and learnt how people became successful and how they grew their businesses.
In 2013, I joined the Activ Technology team, previously known as Activ Telecom, which had rebranded to become a managed service provider of IT and telecommunications offering our clients an integrated service solution.
I worked in a client support role looking after customers and handling day-to-day enquiries. I gained invaluable experience which helped me to progress to an internal accounts manager in 2015.
It was a challenge and also an opportunity, as I had to learn all areas of the business instead of just client support and this included learning and understanding the full mobile cycle.
There are three of us in the team, internal accounts manager, Marie Lunt and our new business admin apprentice, Lauren Robison.
As an internal account manager, you need to be able to sell your product and to do that you have to have a real interest in the business, which I do! Understanding and being able to relate to your customer is vital.
We look to go the extra mile to ensure customers receive an excellent service. We also look to integrate our offering. For example, a customer may have a mobile account with us but may also require an IT service and we would look to deliver this for them. Ultimately, making their life easier.
I enjoy entering a journey with customers. To develop trust and loyalty you need to create a relationship with them face-to-face.
As a dedicated account manager, I review packages on a monthly basis to assess if individual needs have changed and provide a very hands on service. To illustrate this, I provide additional support to deal with any customer enquiries from the implementation of the account during its roll out and throughout the contract.
As part of account reviews, customer reports detail cases that have been logged and service level agreements that have been achieved, allowing Activ to discuss improvements moving forward.
Within the company, mentoring and transferring my own internal sales knowledge to apprentice, Lauren, is an aspect of the role which is very rewarding. Lauren is a business admin apprentice who is studying for a Northern Skills Level two qualification at Middlesbrough College.
She has a real hunger to learn within the mobile team and this will only enhance her studying. By working alongside the internal accounts team, Lauren will get a good understanding of how important team work is. Everyone’s role is important to the ultimate success of the business.
As with any role, there are always challenges. Technology is always changing but we remain agile and receptive, so that, as a company, we remain ahead of the curve.