Account Management Associate

Role context and purpose:

The Account Management Associate plays a critical role in supporting the account management team, and in addition managing their own client base. The role operates at the intersection of support, account management, and renewals—essentially acting as a key enabler for both clients and the internal account team.

They are responsible for providing administrative, operational, and coordination support to the account management team, to ensure smooth execution of campaigns, seamless client communication, and efficient internal workflow.

This role is pivotal in maintaining team efficiency and ensuring high standards of client service delivery.

KEY RESPONSBILITIES:

Administrative Support

• Provide operational and administrative support to enable the full team to focus on strategic initiatives and high-value clients.
• Maintain up-to-date records, contact reports, and status documents for client accounts.
• Assist in compiling reports and data insights reports.
• Assist to arrange meetings and calls on behalf of the team.

Lower Tier Account Management

• Own and manage a portfolio of smaller or less complex accounts, ensuring they receive ongoing value and stay retained.

Drive Renewals

• Support the team and take responsibility for helping to coordinate and execute contract renewals, often for smaller clients or those in the current portfolio.

Client Satisfaction & Retention

• Monitor client satisfaction, usage, and engagement to proactively prevent churn and identify upsell/cross-sell opportunities.
• Support the account management team in responding to client queries promptly and professionally.

Customer Support Liaison

• Act as a frontline point of contact for day-to-day client needs, troubleshooting, or escalating issues internally as needed.

Team Support

• Serve as the central point of co-ordination between the account management team and heads of and clients.
• Collaborate with the team to ensure alignment and consistent client servicing.
• Proactively identify areas where targeted support will relieve pressure on team members.
• Assist in collating and distributing meeting notes and action items.
• Support with lead generation and pipeline building for the team.

Efficiency & Organisation

• Demonstrate strong organisational skills, ensuring all account administration is accurate and up to date.
• Effectively manage multiple tasks and deadlines.

Client Service

• Maintain professional and clear communication with internal stakeholders.
• Support the timely delivery of projects to a high standard.

Continuous Learning

• Take initiative to learn about clients and the industry.
• Develop understanding of BCS and its value proposition to proactively anticipate team needs.

PERSON SPECIFICATION

Education & Qualifications:

• 5 GCSE's including Maths and English at Grade 4-9 / above Grade C or equivalent

Experience:

• Proven experience in a sales coordination, account management support, customer service or project co-ordination focussed role
• Experience in a B2B sales environment is desirable but not essential
• Able to use Microsoft packages including Outlook, Word, Excel & PowerPoint and Salesforce as a CRM.

Competencies & Skills:

• Excellent verbal and written communication
• Attention to detail and accuracy
• Organisational and time management skills
• Ability to multitask and prioritise under deadlines
• Works well with cross-functional teams
• Adjusts easily to changing tasks, tools, or team needs
• Team player with a collaborative attitude

Knowledge:

• Knowledge of the IT / membership and professional bodies / learning and development products and organisations is desirable but not essential

Job Types: Full-time, Permanent

Pay: Up to £26,500.00 per year

Work Location: In person