Manager-Account Manager

4 weeks ago


Newcastle upon Tyne, United Kingdom Leighton Full time

Experienced and agile. Trusted by some of the world’s biggest brands. We develop and deliver custom software. To help our customers thrive. To manage projects. Create user experiences for every type of user. Our service is personal. Our new Account Managers will take ownership from customer onboarding, through to helping the customer extract the maximum value from the services we offer. We’re looking for Account Managers to bring new ideas and have a strong desire to make sure our customers have the best experience of the business and our services.
The success, development and growth of the customer projects you are responsible for; The Account Managers will report to the Chief Consulting Officer and be responsible for the successful delivery of 10-12 customer projects, working across 2 to 3 customers. The Account Manager will have line management responsibilities for a Colleague Experience Partner.
Managing a portfolio of approximately 10-12 customer projects, across a service portfolio of approximately 20 different services. Building and developing strong, trusting customer relationships across our customers project teams.
Working closely with internal and customer stakeholders to deliver outcomes for our customers for the services they purchase. Understand their service needs and meet them day to day.
Managing and closing project renewals and cross-sell opportunities into your customer base.
Onboarding customers to a new service, ensuring all parties are clear on what good looks like.
Establish cross functional relationships (sales, people, colleagues) to deliver an exceptional customer experience.
Measure and demonstrate what we have helped the customer achieve (outcomes) so that they realise the value of the services we provide.
Delivering regular business reviews with your customers and developing success plans, obtaining service feedback and coordinating further internal discussions with the project teams to enhance our service offering.
Documenting customer discussions, updating internal systems and owning the administration that relates to your customers accounts and projects.
Identify customer needs and develop targeted services that solve common customer requests.
Measure customer success (NPS, CSAT, CSQL’s, Outcomes completed etc).
Customer Relationship Management expereince having the skills and ability to establish and nurture strong, trusting relationships with customers.
Ability to document customer discussions, update internal systems, and manage administrative tasks related to customer accounts and projects.
Experience in managing and closing project renewals and identifying cross-sell opportunities within the customer base.
Metrics Measurement: the ability to measure and demonstrate customer success through metrics
Success Planning: Developing success plans for customers, conducting regular business reviews, and coordinating internal discussions to enhance service offerings.
Value and support your team
In 2023 we were recognised as one of the Best Workplaces in Tech by Great Place To Work UK, the global authority on workplace culture.
A competitive salary this will be dependent on experience.
~ A contributory pension scheme
~25 days annual leave, plus bank holidays and the opportunity to buy or sell holiday
~ A flexible approach to working hours
~ Continuous personal development, career path and training
~



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