Customer Account Manager

2 days ago

Newcastle upon Tyne, Newcastle upon Tyne, United Kingdom NRG. Full time £40,000 - £45,000
About the Role

NRG is seeking a highly skilled Customer Account Manager to join our team in a hybrid working environment. As a key member of our sales team, you will be responsible for building and maintaining strong relationships with our customers, driving revenue growth, and ensuring customer satisfaction.

Key Responsibilities
  • Customer Relationship Management: Act as the primary point of contact for a portfolio of key accounts, providing exceptional customer service and support.
  • Net Revenue Retention (NRR) Target: Responsible for all customer account renewal, churn, and expansion, with a focus on improving NRR through strategic customer relationship building and financial oversight.
  • Collaboration with Finance & Sales: Work closely with the finance and sales teams to ensure seamless communication regarding customer accounts, revenue growth, and potential areas for financial optimization.
  • Financial Management of Customer Accounts: Manage all aspects of customer subscription terms, financials, including billing, renewals, upgrades, downgrades, and cancellations.
  • Financial Reporting & Analysis: Generate and analyze financial reports related to customer accounts, including revenue forecasting, churn analysis, and NRR tracking.
  • Process Improvement and Implementation for Retention & Growth: Develop and implement processes and procedures aimed at enhancing NRR, with a focus on reducing churn and maximizing upsell and cross-sell opportunities.
  • Data-Driven Approach to Retention: Use customer data to identify risks and opportunities within accounts, regularly reviewing financial performance metrics and customer health scores to drive retention strategies.
  • Compliance & Accuracy: Ensure compliance with all financial policies, administration, procedures related to customer accounts, subscriptions, and revenue management.
Requirements
  • Experience in a customer account management role within a B2B SaaS environment, ideally with a focus on subscription management and financial administration.
  • Proficiency 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.
  • Proficiency in Excel for financial analysis, data management, and reporting.
  • Experience using subscription management and billing platforms such as Stripe, Chargebee, Zuora, or similar tools, as well as Hubspot CRM systems for tracking customer engagement and retention.
  • Ability to analyze financial and customer data to inform retention strategies and identify areas for revenue growth.
  • 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.
Preferred Qualifications
  • Advanced experience with financial software tools and SaaS billing systems.
  • Background in managing high-value or enterprise-level accounts.

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