Account Manager

Elevate; Greater Manchester; Hybrid; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Birthday off

Wedding bonus

Baby bonus

Free breakfasts

25 days holidays + option to buy 5

Private healthcare

Gift Day

Pension & life assurance

Wellbeing day

Job summary

Elevate in Manchester seeks an experienced Account Manager to own a high-volume portfolio of business customers, concentrating on retention and growth. You will balance day-to-day account care with strategic renewals, cross-sell and upsell opportunities, using CRM data to prioritise activity.

You will collaborate with New Business and Service Delivery to ensure a superb customer experience from onboarding through ongoing partnership. The role is hybrid, based near our Manchester HQ.

Qualifications

• Proven experience in account management or relationship-based sales with revenue/retention targets.
• Experience managing a large customer portfolio with prioritised activity.
• Experience using CRM systems to manage customers, pipeline and forecasting.
• Experience of renewals, retention and upsell/cross-sell opportunities.
• Strong commercial awareness and ability to use customer data to identify risks and opportunities.
• Excellent relationship-building, communication and customer service skills.

Responsibilities

• Manage and develop a high-volume portfolio of business customers, building strong relationships.
• Proactively manage retention and renewals, identifying churn risks.
• Understand customers' business and IT needs to identify opportunities for Elevate services.
• Achieve against NRR, MRR and retention targets through account management and upselling.
• Use Salesforce and data to prioritise activity, manage opportunities and forecast accurately.
• Develop account plans with key customers and coordinate with New Business and Service Delivery.

Skills

Account management

Relationship-based sales

Churn risk management

Large portfolio management

CRM data usage

Tools

Salesforce

Job description

Description

We’re looking for an experienced and commercially minded Account Manager to join our Sales & Marketing team and take ownership of a high-volume portfolio of business customers.

This is a key role focused on two things: building strong, long-lasting customer relationships and driving retention and growth across your account base.

Managing a portfolio of approximately 1,000 accounts, you’ll use customer insight, segmentation and CRM data to make sure you’re focusing your time where it will have the greatest impact. You’ll proactively identify customers who may be a churn risk, plan ahead for renewals and uncover opportunities where additional Elevate services could genuinely support a customer’s business and IT objectives.

You’ll be comfortable balancing the day-to-day needs of a busy account base with more commercially focused conversations around renewals, cross-sell and upsell opportunities. You’ll also work closely with colleagues across New Business and Service Delivery to ensure customers receive a great experience from the point they join Elevate and throughout their relationship with us.

This is a hybrid role, and you’ll need to be within commutable distance of our Manchester HQ.

Department: Sales

Location: Manchester Hybrid

Compensation: £30,000 - £35,000 / year

What you’ll be doing

• Manage and develop a high-volume portfolio of business customers, building strong and lasting relationships.
• Proactively manage customer retention and renewals, identifying and addressing potential churn risks.
• Understand customers' business and IT needs and identify appropriate opportunities to introduce additional Elevate services.
• Deliver against agreed NRR, MRR and retention targets through effective account management, upselling and cross-selling.
• Use Salesforce and customer data to prioritise activity, manage opportunities and maintain accurate forecasts.
• Develop account plans for key customers, identifying needs, risks and opportunities for growth. Work closely with New Business and Service Delivery to provide a seamless customer experience.

About you

• Proven experience in account management or relationship-based sales, with responsibility for revenue, retention or growth targets.
• Experience managing a large customer portfolio and effectively prioritising activity. Strong experience using Salesforce or a similar CRM to manage customers, pipeline and forecasting.
• Experience of customer renewals, retention and identifying upsell and cross-sell opportunities.
• Strong commercial awareness and confidence using customer data to identify risks and opportunities.
• Excellent relationship-building, communication and customer service skills.
• A proactive, organised and self-motivated approach, with the ability to manage competing priorities.

Experience within IT, networking, managed services or telecoms would be an advantage, as would previous experience developing ROI/business cases for technology or service solutions.

The role is predominantly Monday to Friday; however, some flexibility will be required to attend occasional customer or industry events outside normal working hours, which may include overnight stays.

What you’ll get in return...

• It’s all about you – We believe that taking care of yourself is truly important and allows you to perform at your very best. Joining the Elevate Group, we will award you with your very own birthday off, day off to move house, £500 Wedding bonus + day off and £500 Baby bonus for those special life events! Roll on the good times!
• Perks at work – Whether it be our Manchester (Northern Quarter) or any other locations, we hold free monthly breakfasts and team socials to celebrate and bring our people together!
• Holidays – 25 days annual leave, along with Bank Holidays. If that’s not enough, you also have the option to purchase 5 additional days per year!
• Healthcare – Free Private Healthcare for yourself and you can add your family at a discounted rate! Keeping everyone healthy and happy!
• Gift Day – Christmas has come early as we award every colleague an Elevate Gift Day day giving you the chance to get your last minute prep done or to kick back and relax!
• Pension/Life Assurance – We have a contributory pension scheme which is a salary sacrificed along with life assurance which is 4x your basic salary.
• Wellbeing – You will have a paid leave day that is completely for you. The aim of the day is to look after your well‑being. This day can be spent doing anything that makes you happy and relaxed, whether this is a duvet day, a spa day, walking in the fresh air, shopping, watching a box set or spending time with family - this is completely your choice