James Shelley

Software Customer Account Manager

My favourite five

Song: Mr Blue Sky (ELO)
Food: Indian
Holiday destination: Maldives
Animal: Dog
Childhood memory: Hot summer holidays in Bournemouth in the family caravan

Can you tell us about your job role?

I look after existing software customers to help ensure that they continue to maximise their investment with prof.ITplus and OGL. My role also includes an element of sales; selling additional modules to customers to assist with the day to day running of their business and subsequently helping them increase profit for their business.

I am also a point of escalation for any concerns or queries a customer may have.

What is your average day like?

Most of my time is spent on the road visiting customers. A typical day for me involves firstly checking my email to ensure no issues have arisen since the previous evening. I will then spend time travelling to my first appointment, hopefully traffic free! During this time I will catch up with Jo or Annaliese who, amongst a multitude of other things, help to keep me organised; whilst I am out of the office they are my eyes and ears and will keep me informed of any changes to my day.

During visits I discuss with customers how they are getting along with the software and get a feel for how their business is developing and how we can work together to help achieve their goals from a software perspective, which may include additional training or maybe a new responsive website. We will also discuss any recent updates to the software which have taken place.

Another part of my role is presenting contracts to customers for both software and web support and ensuring such agreements are put in place for the forthcoming year. In between all of this I may manage to pick up a sandwich to eat along the way! The day ends with me putting together visit notes for the places I have been which are then circulated throughout the company. 

What is your career background?

Prior to OGL I was a software training consultant within the financial sector. I’ve also managed an IT helpdesk team so have experienced the industry from different angles. My interest in software began when studying for my HND in Business and Finance. 

What is the most common question you get asked about prof.ITplus and how do you respond?

I get asked about whether we are we going to continue to develop the software a lot which gives me the chance to explain that we have had a record year for system sales as a company and we are very committed to developing the software. Our recent roadmap launch is a good indication of our commitment to this where we gave customers the chance to vote for what they would like to see developed within the software.

What do you enjoy most about your job?

I enjoy the variation and challenges which the role brings and I like the balance between sales and supporting the customer. I also like building relationships with each customer and the satisfaction of identifying a need within their business and providing the correct solution to help bridge that gap.

How do you like to spend your time away from the office?

In my spare time I enjoy watching the Villa lose (!!) and socialising with friends and family. I can sometimes be spotted crooning on the karaoke if the mood takes me.

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