Account Manager

Lilli; United Kingdom; Remote; GBP 40,000 - 50,000; Full time

Job summary

A leading company in IT services and consulting is seeking an Account Manager to enhance client relationships and drive customer retention strategies. The position involves onboarding new clients, developing tailored success plans, and utilizing customer insights to inform business strategies. This role is designed for a proactive professional passionate about delivering exceptional customer experiences, equipped with 5+ years in a relevant customer-facing position.

Benefits

Flexible working hours

Home office setup

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 customer success, account management, or sales.
• Excellent communication, negotiation, and interpersonal skills.
• Proficiency in CRM software and tools.

Responsibilities

• Build and nurture relationships with clients.
• Support onboarding of new clients and training.
• Identify upselling opportunities and retention strategies.

Skills

Communication

Customer Focus

Negotiation

Analytical Skills

Problem Solving

Organisational Skills

Leadership

Education

5+ years in customer-facing role

Tools

CRM software

Job description

This range is provided by Lilli. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

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

  Other

• Industries

  IT Services and IT Consulting

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