Account and Relationship Manager

risr/; England; Vor Ort; GBP 45.000 - 55.000; Vollzeit

Benefits dieser Stelle

Health and Wellbeing Allowance

Profit share

Flexible working

Open-book finances

Internet paid by risr/

Zusammenfassung

risr/ is seeking a seasoned Account Manager based in England to own commercial and operational relationships with assigned customer accounts. You will drive renewals, identify growth opportunities and collaborate with delivery specialists to maximize long-term value, retention and satisfaction.

The role requires strong commercial judgment, deep product knowledge, and a proactive approach to account strategy across the education and medical training sectors.

Qualifikationen

• At least 5 years of experience in account/relationship management in a customer-facing role, ideally SaaS/B2B.
• Experience handling contractual negotiations, reconciliations and revisions is preferable.

Aufgaben

• Establish and nurture relationships with customer stakeholders at multiple levels.
• Own the health, strategy and development of assigned accounts; identify risks and opportunities.
• Serve as primary contact between customer and risr/ for non-day-to-day matters.
• Identify customer needs and align risr/ solutions.
• Recognise opportunities to offer additional risr/ products or services.
• Handle contracts, renewals and negotiations.
• Address customer concerns with the team as needed.
• Maintain knowledge of risr/ products and updates.
• Understand customer strategy and adapt to changes for ongoing value.
• Use CRM to track milestones, renewals and opportunities across accounts.

Kenntnisse

Account management

Relationship building

Negotiation

SaaS/B2B experience

Communication

Tools

CRM software

Jobbeschreibung

Full-time, permanent position based in England. To apply for this role, you must be based in England.

Salary £45,000 - £55,000 (depending on experience).

Closing date: Sunday 18th October

Industry: Education and Software, with a focus on medical and health professional education.

In this role, you will take full commercial and operational ownership of assigned customer accounts, going beyond basic relationship management. You will apply strong commercial judgment to drive contract renewals, identify growth opportunities within the customer account and maintain a deep understanding of each customer's strategic landscape. Working closely with delivery specialists within the customer success team, you will serve as the primary accountable leader for driving long-term account value, retention and satisfaction.

At risr/ our software and services help institutions, such as Universities, Specialist Medical Colleges and regulatory bodies, achieve digital transformation of their assessment processes (written and clinical exams, workplace-based assessments, etc).

Responsibilities

• Customer Relationship Building: Establishing and nurturing relationships with customer stakeholders at multiple levels in their organisation
• Account Management: Actively taking complete ownership of the overall health, strategy and strategic development of assigned accounts. This includes proactively identifying risks, unlocking new opportunities, aligning with the customer's broader business objectives, and ensuring they consistently achieve maximum value from their investment
• Communication: Acting as the primary point of contact between the customer and risr/ for anything that is not day-to-day support
• Needs Assessment: Identifying customer needs and ensuring they are met through appropriate risr/ solutions
• Cross-Selling and Up-Selling: Recognising opportunities to offer additional risr/ products or services that benefit the customer
• Contract and Renewal Management: Handling contracts, renewals and negotiations
• Issue Resolution: Addressing and resolving any customer concerns or escalations promptly in collaboration with other team members as required
• Product Knowledge: Maintaining a good understanding of the risr/ products as they develop and are updated
• Continuous Improvement: Having a deep understanding of the customer in order to respond and adapt to the way they change and evolve to ensure that we continue to deliver optimal service and value
• Information Management: Utilising a central platform (CRM) to maintain accurate, up-to-date records for all existing customer accounts. This includes tracking ongoing relationship milestones, renewal timelines, commercial growth opportunities and customer interactions to promote seamless cross-team collaboration, consistency, and transparency across risr/.

Accountabilities

• Customer Retention: Accountable for retaining customers and renewing contracts
• Customer Satisfaction Scores: Accountable for achieving target satisfaction metrics
• Revenue Targets from Existing Customers: Accountable for meeting financial goals related to cross-selling and up-selling
• Accurate Reporting: Providing ongoing transparent and accurate reports on customer health and account status to their team and the rest of risr/ using synchronous and asynchronous methods
• Customer Advocacy: Ensuring the customer's voice is heard within risr/ to influence product and service improvements by understanding customer needs and contributing to our product development activities.

Experience

• At least 5 years of experience as an account and relationship manager in a customer-facing role, ideally in a SaaS/B2B role
• Experience and skill in handling contractual negotiations, reconciliations and revisions is preferable.
• Digital Transformation exposure utilising SaaS solutions and services
• Technical-minded and solution-oriented
• Excellent communication and stakeholder management skills
• Ability to build a detailed understanding of assigned clients and their evolving business needs
• Proven understanding of commercial decision-making
• Knowledge of the UK's education and business landscape, trends, challenges, opportunities, buying styles, behaviours, practices and approaches is preferable
• Ability to demonstrate a deep understanding of customer strategies/objectives
• Ability to take a collaborative approach to relationship building and sales-related tasks

Who we are looking for

• Culturally: Our self-managed, remote working culture isn't for everyone. Our cultural principles include having a proactive, can-do attitude that is both positive and enthusiastic
• Technical Skills: Contract negotiation, execution and renewal skills. Aptitude to develop a good understanding of the risr/ products and services range quickly and to translate customer challenges into value-based solutions
• Problem-Solving Skills: Problem-solving skills and the ability to think on one's feet are essential, as well as the ability to devise commercial, technical, and creative solutions alongside team members
• Communication Skills: Communicate effectively and set expectations clearly, concisely, and consistently, both internally and externally
• Time Management: Prioritise tasks, set goals, and allocate time wisely to enhance productivity while remaining adaptable to unexpected events
• Initiative: Be self-starting and proactive when handling multiple customers
• Team Collaboration: Routinely work and collaborate with other team members such as sales/marketing, delivery and development to resolve customer challenges and provide feedback on market direction
• Progressive: A curious, experimental relationship with AI. You try things, reflect on what works, and embed it into how you actually work, not just how you think about working

About us

The risr/ mission is to provide technology to enable every ambition.

The risr/ platform enables doctors, dentists, nurses, and other health professionals to apply and pay for assessments, be assessed effectively, and advance through their courses and training programmes so they can ultimately provide high-quality patient care and promote health.

Our software and services help institutions, such as Awarding Bodies, Universities and Postgraduate Specialty Medical Colleges, achieve digital transformation of assessment processes, for example, written and practical exams and workplace-based assessments.

We are growing rapidly in international markets in Australia, Canada, Asia, Ireland and beyond. For example, over 60% of doctors in the UK are assessed using risr/ products.

What You Can Expect At Risr/

We keep things brutally simple; we are natural-born collaborators; we're hungry for innovation; and we always do the right thing - even if it's harder or requires us to go the extra mile.

As we continue to grow, some business travel will be required to meet our customers in person and nurture strong, effective relationships.

Due to the nature of our work and having teams based in multiple time zones, there will be a requirement for the successful applicant to work outside of regular office hours, in the evening / early mornings or on the weekend. We take care to ensure team members are not required to do this regularly, and with our flexible working arrangements, our team manages their regular working time around any out-of-hours work that may be required.

Benefits

• Work from home, at a co-working space or set up an office near your home.
• Freedom to choose your equipment and training as you see fit
• Freedom from corporate bureaucracy, which slows people down and stops them from giving their best
• Access to open-book finances: everyone in the company knows our income, outgoings, what we have in the bank and everyone's salary
• A generous salary, benefits package (including enhanced parental leave policies based on length of service) and participation in profit share
• A Health and Wellbeing Allowance of £1,200 per annum.
• Confidential mental health support
• Electric vehicle scheme
• Cycle to work scheme
• risr/ pays for your internet.
• risr/ pays for a mobile phone and contract.
• risr/ provides genuinely flexible working and autonomy.
• risr/ allows you to set your working routine to suit you based on your role and team.
• risr/ has no defined maximum holiday allowance - you are free to manage your own time
• Participation in risr/ profit share. 25% of the profits risr/ makes is split equally between the risr/ employees

risr/ is an equal opportunities employer, and we do not exclude people on the grounds of sex, gender preference or reassignment, pregnancy, parental status, race, marital / relationship status, disability, age, religion, belief or sexual orientation.