Account Manager

Visualsoft; Newcastle upon Tyne; Hybrid; GBP 40,000 - 65,000; Full time

Benefits offered by this job

Hybrid working

Apple MacBook

Pension scheme

EV Car scheme

Discounts across our brands

Training & development

Job summary

Visualsoft in the United Kingdom seeks a client relationship manager to act as a trusted advisor to our clients, driving retention, renewals, and revenue growth. You will manage account health, coordinate cross-functionally, and pursue upsell opportunities while ensuring high levels of client satisfaction.

The role requires proactive problem solving, strong communication, and meticulous attention to detail across all client interactions and contracts.

Qualifications

• Proven track record in client relationship management.
• Experience driving renewals and revenue growth.
• Excellent communication and problem solving skills.
• Ability to coordinate across departments and stakeholders.

Responsibilities

• Act as the main point of contact for clients, delivering clear, professional, and timely communication that fosters trust and strengthens long-term partnerships.
• Proactively manage the end-to-end renewal process for assigned accounts, ensuring contracts are renewed seamlessly, on time, and at the correct commercial rates.
• Monitor account health to identify churn risks early, taking all necessary steps to maintain high client satisfaction and maximise retention.
• Identify opportunities to upsell additional services to existing clients to maximise value and foster long-term growth.
• Anticipate potential challenges or issues, responding with innovative and effective solutions to maintain client satisfaction and account success.
• Conduct regular touch point meetings with clients to understand goals and ensure alignment with priorities.
• Maintain visibility into client communications and activities, follow up on meetings with notes and actionable items.
• Oversee invoicing accuracy and keep client accounts up to date, resolving discrepancies promptly.
• Engage with stakeholders at all levels including quarterly updates with owners or senior managers.
• Align team goals with department-wide objectives and contribute to achieving set targets.
• Identify personal development needs and take action to address them.

Skills

Communication skills

Presentation skills

Workload management

Professionalism

Driven mindset

Mentoring

Cross-functional teamwork

Commercial awareness

Creativity

Resilience

Job description

This role is a vital part of ensuring the success, retention, and satisfaction of our clients by acting as their trusted advisor and primary point of contact. You will be responsible for monitoring client health, driving revenue growth, securing contract renewals, and maintaining strong, enduring relationships. You will possess excellent communication skills, a proactive approach to problem-solving, and a steadfast commitment to delivering exceptional service.

This role demands:

• Relationship & Retention Excellence: Outstanding communication and relationship-building skills to establish trust, safeguard client retention, and secure timely contract renewals.
• Attention to Detail: Meticulous attention to detail, ensuring complete accuracy and excellence across all client interactions, commercial agreements, and deliverables.

Relationship Management

Act as the main point of contact for clients, delivering clear, professional, and timely communication that fosters trust and strengthens long-term partnerships.

Retention

Proactively manage the end-to-end renewal process for assigned accounts, ensuring contracts are renewed seamlessly, on time, and at the correct commercial rates.

Risk Management

Monitor account health to identify churn risks early, taking all necessary steps to maintain high client satisfaction and maximise retention.

Sales Growth Opportunities

Actively identify opportunities to upsell additional services to existing clients to maximise value and foster long-term growth.

Proactive Problem Solving

Anticipate potential challenges or issues, responding with innovative and effective solutions to maintain client satisfaction and account success.

Goal Alignment

Conduct regular touch point meetings with clients to fully understand their goals and objectives, ensuring we remain aligned with their evolving priorities.

Operational Management

Maintain comprehensive visibility into client communications and activities, ensuring all meetings are followed up with detailed notes, actionable items, and measurable outcomes.

Account Accuracy

Oversee the accuracy of all invoicing and ensure client accounts are kept up to date, resolving any discrepancies promptly and efficiently.

Stakeholder Engagement

Establish and maintain regular communication at all levels of the client’s organisation, including conducting quarterly updates with key stakeholders such as owners or senior managers.

Department KPIs

• Align goals to business overarching goals/objectives
• Support the departmental goals. Develop and agree on and achieve set objectives.

Personal Development

Identify and agree personal development needs, and take actions to address these.

• Strong attention to detail and a demonstrated commitment to delivering high-quality work in all aspects of client management.
• Analytical mindset with the ability to interpret performance data and act on insights to drive positive outcomes.
• Exceptional communication and interpersonal skills, with the ability to build trust and rapport at all levels of an organisation.
• Proven ability to identify and capitalise on growth opportunities within existing client portfolios.
• Highly organised and resourceful, with the ability to manage multiple client accounts effectively and efficiently.
• Proactive and solution-focused approach to addressing client challenges and enhancing their overall satisfaction.

Core Competences, Skills and Personal Attributes

• Strong communication skills, both written and verbal
• Strong presentation skills
• Strong workload management and prioritisation skills
• Well presented, well spoken, articulate and professional
• Determined, driven and willing to learn
• Supportive and ability to mentor others
• Skilled at working across departments and leveraging relationships to achieve shared goals
• Commercially focussed and results orientated
• Ability to generate new ideas
• Ability to overcome challenges
• Unlimited paid holidays - yes, that’s not a typo!
• Hybrid working
• Medicash Cash Plan – covering everything from medical support, massages, optical, dental, a discounts platform, and extras like SkinVision and digital physiotherapy. Cash back up to £995 per year, completely paid for by us!
• Employee Assistance Programme – access to mental health support, financial and legal guidance, and wellbeing resources
• Great working environments; our Stockton on Tees and Manchester workspaces are also dog-friendly
• A high-performance MacBook
• Free breakfast, fruit, hot and cold drinks and protein shakes
• Pension scheme to help you save for the future
• Cycle to work scheme
• EV Car scheme - your choice of The Electric Car Scheme or Octopus
• Discounts across our brands
• Training & development

Our Values

We champion our clients
We believe in every retailer’s potential to succeed online and celebrate each milestone of their journey with them.

We are one team
We believe in the power of collaboration - within our teams and with our clients. Together, there’s nothing we can’t achieve.

We create change
The future of eCommerce is always evolving. Where others see uncertainty, we see an opportunity to lead.

We care about what matters
We are committed to making the world a little brighter and doing what’s best for our people, our community, and our planet.

So if you think you’ve got what it takes to join one of the UK’s leading eCommerce agencies, we’d love to hear from you.

Visualsoft is an equal opportunities employer committed to creating a diverse and inclusive environment where employees are valued for their skills, experiences, and unique perspective.

We believe passionately that a diverse workforce is central to our success so we welcome applications from all sections of the community.