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Account Manager

Lilli

Greater London

Remote

GBP 40,000 - 50,000

Full time

Yesterday

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Job summary

Lilli, a dynamic remote company is looking for an Account Manager to strengthen customer relationships and drive account growth. The ideal candidate will have over 5 years in customer-facing roles, showcasing a deep understanding of customer experience. Responsibilities include client onboarding, needs assessment, and implementing retention strategies. Join us in delivering exceptional customer experiences while working flexibly from home.

Benefits

Flexible working hours

Unlimited Work-Away-From-Home days

Cycle to Work Scheme

Enhanced Family Friendly Leave

28 days’ annual leave + bank holidays

Qualifications

5+ years of experience in a customer-facing role preferred.
Strong understanding of customer experience principles.
Excellent communication and interpersonal skills.

Responsibilities

Build and nurture strong relationships with clients.
Support the onboarding process for new clients.
Identify opportunities for upselling or cross-selling.

Skills

Customer Relationship Management

Communication

Negotiation

Data Analysis

Problem Solving

Education

Experience in customer success, account management, or sales

Tools

CRM Software

Lilli Greater London, England, United Kingdom

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Lilli Greater London, England, United Kingdom

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The Account Manager is responsible ensuring growth strategies are implemented across existing accounts, that retention of existing accounts is high and that customer satisfaction is high. They are the lead advocate for the customer across the organisation.

Responsibilities & Duties

Customer Relationship Management:

Build and nurture strong relationships with clients, understanding their needs, goals, and challenges.
Serve as the primary point of contact for assigned accounts, addressing any queries and providing proactive support.

Onboarding And Training

Support the onboarding process for new clients, ensuring a smooth transition and successful adoption of products or services.
Develop and deliver training sessions.
Work with marketing team to create materials and resources to educate clients on product features and best practices, to facilitate growth.

Account Growth And Retention

Identify opportunities for upselling or cross-selling additional products or services that align with customer needs.
Implement strategies to increase customer retention, reduce churn, and maximise customer lifetime value.

Customer Advocacy And Feedback

Act as a customer advocate within the organisation, conveying client feedback, requests, and needs to relevant teams.
Gather customer insights to help improve products/services and contribute to the development of new offerings.

Success Planning And Strategy

Collaborate with clients to develop success plans and strategies tailored to their specific goals and objectives.
Monitor progress against established success metrics and KPIs, ensuring alignment with customer objectives.

Voice Of The Customer

Gather, analyse, and interpret customer feedback and data to understand needs, pain points, and preferences.
Utilise customer insights to drive decision-making and implement changes for improved experiences.

Process Improvement

Streamline processes and workflows to optimise the customer journey, removing friction points and enhancing efficiency.
Implement best practices and standards to elevate overall customer satisfaction.

Metrics And Evaluation

Define key performance indicators (KPIs) to measure and track customer experience.
Regularly analyse metrics and feedback to assess performance and drive continuous improvement.

Training And Development

Develop and conduct training programs for client staff to ensure they understand and deliver exceptional customer service.
Keep client teams up to date on product updates and initiatives.
Foster a customer-centric mindset among employees at all levels.

Requirements

5+ years of experience in a customer-facing role, preferably in customer success, account management, or sales.
Strong understanding of customer experience principles, methodologies, and tools.
Excellent communication, negotiation, and interpersonal skills.
Ability to analyse data and derive actionable insights to drive customer success.
A proactive and customer-centric approach to problem-solving.
Excellent communication, presentation, and interpersonal skills.
Proficiency in CRM software and other relevant customer experience tools.
Project management skills with the ability to lead cross-functional initiatives

To Be Great At This Role You Will Be

Empathetic with a customer-focused mindset.
Have strong organisational skills with the ability to prioritise tasks effectively.
A strategic thinker with a results-driven approach and problem-solving mindset.
A collaborative team player with the capability to work cross-functionally.
Adaptable, flexible and resilient.
Someone who thrives in a dynamic, fast-paced environment.
Passionate about delivering exceptional customer experiences.
Someone with strong leadership and team-building capabilities.
Detail-oriented with a focus on continuous improvement.

Benefits

We are a remote company with flexible working hours and believe that having an inspiring space to work is important. We don’t have an office so we will provide everything you need to set you up at home
We get together regularly to collaborate, review and plan our progress as well as celebrate our teammates and our successes
We have a team dedicated to ensure we have a solid working culture that is supportive and inclusive
Unlimited Work-Away-From-Home days
Cycle to Work Scheme
Enhanced Family Friendly Leave
A generous 28 days’ annual leave + bank holidays

Salary £40,000 - £50,000

£10,000 OTE
Car Allowance

Seniority level

Seniority level
Mid-Senior level

Employment type

Employment type
Full-time

Job function

Job function
Sales and Business Development
Industries
Home Health Care Services

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