Job description
The Account Manager is responsible ensuring growth strategies are implemented across existing accounts, that retention of existing accounts is high and that customer satisfaction is high. They are the lead advocate for the customer across the organisation.
Responsibilities & Duties
Customer Relationship Management:
- Build and nurture strong relationships with clients, understanding their needs, goals, and challenges.
- Serve as the primary point of contact for assigned accounts, addressing any queries and providing proactive support.
Onboarding and Training:
- Support the onboarding process for new clients, ensuring a smooth transition and successful adoption of products or services.
- Develop and deliver training sessions.
- Work with marketing team to create materials and resources to educate clients on product features and best practices, to facilitate growth.
Account Growth and Retention:
- Identify opportunities for upselling or cross-selling additional products or services that align with customer needs.
- Implement strategies to increase customer retention, reduce churn, and maximise customer lifetime value.
Customer Advocacy and Feedback:
- Act as a customer advocate within the organisation, conveying client feedback, requests, and needs to relevant teams.
- Gather customer insights to help improve products/services and contribute to the development of new offerings.
Success Planning and Strategy:
- Collaborate with clients to develop success plans and strategies tailored to their specific goals and objectives.
- Monitor progress against established success metrics and KPIs, ensuring alignment with customer objectives.
Voice of the Customer:
- Gather, analyse, and interpret customer feedback and data to understand needs, pain points, and preferences.
- Utilise customer insights to drive decision-making and implement changes for improved experiences.
Process Improvement:
- Streamline processes and workflows to optimise the customer journey, removing friction points and enhancing efficiency.
- Implement best practices and standards to elevate overall customer satisfaction.
Metrics and Evaluation:
- Define key performance indicators (KPIs) to measure and track customer experience.
- Regularly analyse metrics and feedback to assess performance and drive continuous improvement.
Training and Development:
Develop and conduct training programs for client staff to ensure they understand and deliver exceptional customer service.
Keep client teams up to date on product updates and initiatives.
Foster a customer-centric mindset among employees at all levels.
Bachelor’s degree in Business Administration, Marketing, or a related field; master’s degree is a plus.
5+ years of experience in a customer-facing role, preferably in customer success, account management, or sales.
Strong understanding of customer experience principles, methodologies, and tools.
Excellent communication, negotiation, and interpersonal skills.
Ability to analyse data and derive actionable insights to drive customer success.
A proactive and customer-centric approach to problem-solving.
Excellent communication, presentation, and interpersonal skills.
Proficiency in CRM software and other relevant customer experience tools.
Project management skills with the ability to lead cross-functional initiatives
To be great at this role you will be:
Empathetic with a customer-focused mindset.
Have strong organisational skills with the ability to prioritise tasks effectively.
A strategic thinker with a results-driven approach and problem-solving mindset.
A collaborative team player with the capability to work cross-functionally.
Adaptable, flexible and resilient.
Someone who thrives in a dynamic, fast-paced environment.
Passionate about delivering exceptional customer experiences.
Someone with strong leadership and team-building capabilities.
Detail-oriented with a focus on continuous improvement.
We are a remote company with flexible working hours and believe that having an inspiring space to work is important. We don’t have an office so we will provide everything you need to set you up at home
We get together regularly to collaborate, review and plan our progress as well as celebrate our teammates and our successes
We have a team dedicated to ensure we have a solid working culture that is supportive and inclusive
Unlimited Work-Away-From-Home days
Cycle to Work Scheme
Enhanced Family Friendly Leave
A generous 28 days’ annual leave + bank holidays
Salary £40,000 - £50,000
+ £10,000 OTE
+ Car Allowance
