Customer Account Manager

5 days ago

Tyne and Wear, United Kingdom Nigel Wright Group Full time
The Opportunity:

Nigel Wright Group is supporting a North-East based B2B SaaS business in their search for a Customer Account Manager. Due to significant growth, this role has been created to drive the company growth strategy with a specific focus on improving revenue retention. This role is crucial in driving both customer success and financial efficiency for the company.

Key Responsibilities:
  • Act as a trusted advisor for key accounts, driving proactive engagement to maintain high levels of product adoption and customer retention.
  • Responsible for account renewal and expansion, collaborating with internal departments to act as the conduit between client and business.
  • Financial management of customer accounts, including accurate and timely invoicing, and creating and analysing financial reports to provide insights into account usage and trends.
  • Maximise upsell and cross-sell opportunities to increase and protect revenue, regularly reviewing accounts to identify potential risk and manage churn.
Person Specification:
  • A highly commercial and financially astute individual with experience in a B2B SaaS environment.
  • Proven experience in a customer account management role, particularly with a focus on subscription management and financial administration.
  • Proficient with financial software tools like Stripe, Excel, and other financial management platforms.
  • Proven ability to develop and implement effective processes and procedures that enhance customer success and retention, with a focus on financial accuracy and compliance.
  • Proficiency in Excel for financial analysis, data management, and reporting, as well as experience using subscription management and billing platforms such as Stripe, Chargebee, Zuora, or similar tools.
  • Exceptional organisational and administrative capabilities, with an eye for detail and accuracy in managing financial records, contracts, and subscription data.
  • Ability to analyse financial and customer data to inform retention strategies and identify areas for revenue growth, comfortable working with KPIs related to net recurring revenue, churn, and customer lifetime value.
  • Excellent communication skills with the ability to navigate complex customer relationships, resolve financial issues, and ensure a high level of customer satisfaction.
  • Ability to work cross-functionally with Finance, Sales, Marketing and Customer Success teams to ensure alignment on customer accounts and financial strategies.
Working Arrangements:

Hybrid working pattern with at least three days in the North East based office.

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