Michelle Mannion has taken on the role of internal account manager, a new position designed to ensure Cascade’s 800 customers have access to the support they need, when they most need it. Supporting Cascade’s existing team of 8 account managers, she will provide a constant office presence whilst her colleagues are out visiting other customers.
She will also help coordinate the provision of fresh client services, including free introductory system training for customers’ new HR and payroll starters. The workshops – which will be hosted at Cascade’s state-of-the-art head office in Leeds – will prevent skills gaps from forming in clients’ HR and payroll teams when employees move on to new roles.
A programme of free monthly webinars is also in full swing. Michelle will therefore ensure clients know about these practical ‘how to…’ sessions. Delivered by different members of Cascade service desk, the lunch-time events will tackle everything from straightforward tips that may have been forgotten, to more in-depth topics to fuel smarter working.
Module-specific resources are also being rolled out, to recap what features clients can take advantage of, the benefits they bring and any new functionality recently released.
Cascade’s client services director Heather Vitty said: “Having been with the company for almost seven years, Michelle was the perfect candidate for this newly-created position. She knows Cascade inside out, is extremely personable and is used to answering questions ‘on the hop’.
“She is by no means replacing an existing account manager – she’s augmenting the services that the account management team provides. She is an extra office-based resource and a trusted point of contact to talk about clients’ evolving requirements, when their account managers are unavailable. She feeds all information back, ensuring the right next step action is taken by the right person at the right time.”
Heather added: “We are known for being a progressive company, constantly looking at ways to evolve and improve. So, we spoke to our clients and learned that some seek an account manager who is always available. We cannot avoid the fact that they will occasionally be in customer meetings – that’s the very purpose of their role – but we could add extra resource to the team to ensure clients’ requirements are met. So we have!”
Cascade is now a 140-strong business. It also forms part of IRIS Human Capital Management, an organisation with more than 300 employees and nearly 40,000 customers.