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We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications. Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 2021-22 we reached 650 million people. Pay Band: 4/H Country/Location: Sri Lanka Department: Exams Contract Type: Indefinite Closing Date: Sunday, 23 March 2025 - 23:59 (GMT +8) Role Purpose: The purpose of this role is to help manage relationships with B2B accounts, including businesses, schools, universities, and governmental organizations to deliver customer success. This includes working with Delivery and Sales teams to help manage the customer's experience of the product or solution and ensure they achieve their goals. Challenges and Accountabilities Service and product Delivery Support Registers and onboards new B2B clients/ customers, including adding them to the appropriate British Council systems (internal and customer-facing), to ensure smooth implementation of the product or solution. Trains key stakeholders in the partner organisations how to use products, systems, and other resources to maximise the value and impact they get from working with us. Works with business delivery teams and Operations to set and review the quality of delivery. Works across teams to manage enquiries and resolve problems and service requests from existing accounts. Liaises with business delivery teams and Operations to manage any changes and amendments to service delivery. Manages inbound service requests (cases) and works with Sales, Operations and Delivery teams to resolve these within an agreed timeframe. Informs Sales, Delivery and Operations teams of concerns flagged by clients to help make improvements in customer experience. Responds to and manages customer support cases in CRM. Analysis and reporting Provides reports and data to B2B customers that help them track delivery, engagement, achievement, outcomes, and other key metrics for success. Captures and manages client data in CRM and other business systems to help build insight around our corporate audience and the sales and marketing effectiveness of our corporate business and so help support account management, retention, and growth. Runs feedback/ Monitoring and Evaluation (M&E) system and collates results for presentation to client and sales colleagues. Manages service delivery and data using British Council systems. Works closely with Sales & Account Manager to provide accurate and timely data to the client as well as building opportunities for repeat and new business. Contributes to reporting on, onboarding, delivery service and account management activity. Reviews data sources with colleagues to identify opportunities to improve performance. Business development support Conducts research, using a range of information channels, to support developing new business opportunities. Pro-actively identifies opportunities and look for ways to add value to B2B customer and key account relationships through British Council products, services, and resources (free and paid), including sharing access to British Council training, events, and materials from across SBUs to help maximise the value they get from our services. Helps to identify new and repeat business opportunities with existing clients. Relationship and Stakeholder management Listens to client needs and requests regarding future cohorts and new courses. Supports Account Managers in delivering annual key account plans, sharing responsibility for objectives within this as defined. Finance and Resource Management Ensures invoices are created and issued to clients in line with financial compliance and appropriate timescales. Ensures the British Council is created as a supplier on clients' systems and that documentation is accurate and up to date. Manages corporate payments and monitors debt as part of debt control team in country/cluster. Organises legal documentation and keeps accurate records of contracts. Managing self and others Tasks and coordinates others (e.g. internal colleagues or external contractors/suppliers) to complete time-limited, straightforward activities, within established procedures, to ensure efficient delivery of services. Monitors task completion to agreed quality and time standards. Role specific knowledge and experience: Minimum/essential 2+ years experience of sales and/or account/customer management Good relationship management capability Desirable B2B Sales experience particularly with education and government sectors Experience of English Language Teaching and/or Assessment Familiarity with Salesforce or use of similar CRM Requirements: Education: University degree or equivalent Language: o English C1 (Aptis, IELTS 6.5 or equivalent) Locally Recruited Applications are welcomed from candidates currently in this location with a natural right to work. Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided. A connected and trusted UK in a more connected and trusted world. Equality , Diversity, and Inclusion (EDI) Statement The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities. The British Council is committed to safeguarding children, young people and adults who we work with. 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