Purpose of the Job:

The role is to deliver desk-based Service Relationship Management (SRM) to a selection of Aurora mid-tier customers. The role is diverse and involves part Account Management & part Customer Service. Working within a team of 7, the Desk Based SRM will be the vital link between clients and our internal teams, ensuring Aurora’s software and billing services are delivered to customers in line with contractual arrangements, and acting as liaison to manage new requirements from customers. The role will suit a highly organised, confident individual who enjoys building relationships with customers and colleagues and is keen to work in a growing business that will present opportunities for career progression. This role is a junior role in an ever expanding team so there will be promotion opportunities available.



Key Responsibilities:

- Provide regular, formal service reporting to customers via telephone presentations
- Manage overall customer relationships, including responsibility for the commercial relationship
- Promote understanding of Aurora and the customer's business practices, structure and objectives
- Proactive consultation with customers to ensure customer understanding of the features and benefits of every aspect of the Affinity platform and how get the greatest benefit from the same
- Maintain progress on activities, meeting notes, customer communications and actions within Aurora’s Affinity system
- Proactively communicate internally about customer news and ensure that senior management are informed about issues before they escalate, and can intervene as appropriate
- Liaise with internal teams to ensure all Aurora services are delivered on time and to specification
- Work with Commercial to ensure customers are in contract or agreed as an exception
- Provide guidance to and act as escalation point for customers and Aurora internal teams on service matters
- Forecast sales opportunities to the business on a monthly basis
- Have a good understanding of the features and benefits of every aspect of the Affinity platform
- Identify and raise service improvement and roadmap development ideas to product and operational teams
- Maintain the Aurora brand values
- Represent the company externally where required (including travelling within the UK)




Essential Criteria:

- You will be proactive with customers and able to build strong relationships with them which will ensure the retention of revenues and provide opportunities to deliver additional solutions to them.
- You have the ability to understand the evolving needs of customers and to work with our technical teams to deliver services that meet these customer needs
- Highly organised and able to manage and prioritise multiple concurrent tasks
- You will be proactive with a ‘get things done’ mind-set
- You have excellent communication skills, both written and verbal and able to build strong relationships with customers
- The ability to learn about the Aurora products and services and have the desire to understand and articulate their importance within the context of the customer environment
- You are self-motivated and enjoy the responsibility of dealing directly with some of the telecoms market’s leading resellers




Desirable Criteria:

- Experience within a customer service or account management role

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Why join Aurora?

About us

Aurora is one of the most trusted and long established successful billing software companies in the UK, with head offices based in Medway. The Aurora brand is owned by Daisy Communications, one of the UK’s largest business communications and IT service providers, with head offices based in London and other offices spread throughout the UK.

We develop Affinity, one of the best-in-class billing software platforms and boast well known telecoms and communication brands as loyal customers. We are also partners with two of the UK’s biggest mobile networks Vodafone and 02.

Aurora has a raft of unique products that set us apart from our competitors and our revenue has trebled in the last three years. Aurora is one of the most trusted billing platforms in the reseller communication industry.




Our investment in you

One of our key principles as a business is ‘making Aurora a great place to work’ and that underpins everything we do. Every team member is empowered to make change and provide feedback on how the company works. We currently have a number of successful initiatives promoted by our employees that are having a significant positive impact.

Financially, we offer an extensive and competitive flexible benefit package which includes being able to buy extra holiday, insure other family members and provide holiday loans.



The future of Aurora, why this is the place to be

We have a clear three year plan to improve and enhance our software to keep it at the cutting edge of the industry and we are pushing the adoption of new technologies across the business. Our plans for new software functionality make us more attractive to new markets, opening up massive growth opportunities.

Aurora is already growing quickly and new opportunities for progression are evolving all the time. Our recent acquisition by Daisy group gives us access to a bigger pool of resources, additional service offerings and investment.

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