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Home > A day in the life of … a Customer Account Manager – Suheil Harjani

A day in the life of … a Customer Account Manager – Suheil Harjani

My day usually starts around 7AM – I have a strong coffee or a double scoop of pre-workout and then head to the gym, for a run, or for a kayak around the Rock.


I’m currently based out in Gibraltar, working remotely since the start of the pandemic back in March 2020.   Using our Hosted PBX 2.1 system it has made working from here seamless.  There is not much to complain about, with the amazing food and warm weather, but largely because I really enjoy my job.  After a shower and some brekkie I’m at my desk by 9AM (local time) and usually spend around an hour working through my emails and some admin (or finishing off yesterday’s quote).


My role is a Customer Account Manager, which involves managing roughly 200 business clients, as well as bringing in new leads and selling complex communication solutions. Usually we help businesses with their connectivity requirements when setting up new branches, however for the past year the focus has been more on assisting clients with improving their home-working.


At about 10AM we have a Team Video Call – there are 7 of us in the team including my Manager, and luckily we all get on and have a bit of banter. We have a brief catch up before running through some work updates – in this industry, products and technology are changing so rapidly, so it keeps the day interesting and always different from the last.


Once the team call is finished, I start on the phone – usually I start calling up new leads, such as enquiries from potential customers, or referrals from existing customers. Having this kind of account base allows me to develop relationships with my clients, and the fact that we are able to provide the time and bespoke service to each of them often leads to new business and opportunity. I do this for a couple of hours, sometimes (always) interrupted by calls from other departments to assist them with one of my clients (sometimes good sometimes not so good).


My one-hour lunch break allows me to get some fresh air, either a cheeky lunch date or just a walk around the block. A protein shake and I’m back to work.  I normally dedicate my afternoons to account management – I try to keep in touch frequently with my clients (specifically the big ones), and it is always helpful to have a decent understanding of how their business is doing and where they are headed. I have a pretty even mix of small to medium-sized clients, and everyone has different requirements. Often this leads to new leads and then chance to upsell, or sometimes the client is out of contract and wants to renew their services.  Throughout the afternoon I have a few brief calls with colleagues, mostly work-related (I promise), and this helps break up the day.


Later in the afternoon I get on with my quotations and network diagrams – mine is a very technical role and it helps to understand exactly what the client currently has and what it is they are trying to improve. This always puts me in a good position to win the sale and therefore continue to grow my account base.


Even though I’m working from home I’m lucky enough to be able to speak to a large number of people throughout the day, whether this is colleagues or clients, and even though I miss working in an office space I never get jaded. I log off by about 6PM and head for a second gym session, or because the pubs are now opening up again, some after-work drinks with a few mates. Like I said before, nothing really to complain about.

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