Account Manager

Summary

Join our team as an Account Manager and ensure the growth and retention of existing accounts while maintaining high customer satisfaction. You will serve as the primary customer advocate, building strong relationships and understanding client needs. Responsibilities include onboarding new clients, developing training materials, identifying upselling opportunities, and implementing strategies to increase customer lifetime value. You will gather customer feedback, analyze data, and drive process improvements to enhance customer experience. Success in this role requires strong communication, analytical, and problem-solving skills, along with a proactive and customer-centric approach. The position offers a remote work environment with flexible hours.

Requirements

• 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

Responsibilities

• 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
• 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
• 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
• 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
• 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
• 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
• 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
• Define key performance indicators (KPIs) to measure and track customer experience
• Regularly analyse metrics and feedback to assess performance and drive continuous improvement
• 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

Preferred Qualifications

• 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

Benefits

• Unlimited Work-Away-From-Home days
• Cycle to Work Scheme
• Enhanced Family Friendly Leave
• A generous 28 days’ annual leave + bank holidays