Account Manager

2M Employment Solutions Limited; Wilmslow; Hybrid; GBP 25,000; Full time

Job summary

An established industry player is seeking a proactive Account Manager to foster strong client relationships and ensure exceptional service delivery. This role involves engaging with key business executives, managing a portfolio of clients, and driving client retention rates. The ideal candidate will excel in a dynamic environment, demonstrating excellent communication and problem-solving skills. Join a vibrant team that values culture and collaboration, where your contributions will be recognized and rewarded. With a focus on client success and a supportive work atmosphere, this opportunity promises a fulfilling career path.

Benefits

25 Days of Holiday + Bank

Birthday Bliss

Post-Wedding Bliss

Growing Families

Healthcare cash plan

Pawternity Leave

Community Days

Qualifications

• Proven experience in account management in a volume-based SME environment.
• Confident and articulate with strong interpersonal skills.

Responsibilities

• Develop long-term relationships with clients to ensure a 92% retention rate.
• Coordinate onboarding processes and maintain communication with clients.

Skills

Account Management

Customer Relationship Management

Communication Skills

Problem-Solving

Target Achievement

Tools

CRM Systems

Job description

Account Manager
Location: Wilmslow - Hybrid
Salary: £25,000 + bonus

We are Citation. We are far from your average service provider as our colleagues bring their great personalities to work, not just their policies! If you don't know who we are, google us….We're one of the top 100 companies in the UK to work for with an industry-leading client retention rate and thousands of very happy customers - Our 5* Trustpilot and Glassdoor reviews speak for themselves!

Citation is one of the UK's biggest providers of Health & Safety, HR, Employment Law and ISO services to businesses.

The Role

You will be responsible for meeting with key business executives and stakeholders to develop long-term relationships with your portfolio of assigned clients and to ensure a client retention rate of 92%. You will provide support at the pre-sale stage with larger clients to introduce your role and post-sale you will liaise between clients and cross-functional internal teams to ensure the timely and successful onboarding and delivery of our solutions according to client needs.

1. Operate as the lead point of contact for all matters specific to your clients and deliver an adaptive and proactive customer relationship management approach.
2. Create a customer success roadmap to coordinate the onboarding process and handover to service colleagues.
3. Carry out detailed and planned agenda-driven account reviews with stakeholders and communicate updates to internal teams.
4. Build and maintain strong, long-lasting client relationships and maintain a presence throughout the client life cycle.
5. Maximise the use of your 3 days working from your home office (or our offices) to plan, prepare and actively contact your portfolio of clients.
6. Forecast and track key account metrics.
7. Identify and grow opportunities within the territory and collaborate with internal teams to ensure growth/retention attainment.
8. Consistently deliver plus 1% to enhance client experience and subsequent NPS ratings.

Key Performance Indicators (subject to change in line with business needs)

1. Financial - Demonstrate an increase in annual contract value/total contract value. Increase revenue by optimising the guided selling approach to introduce additional products to clients.
2. Client retention - Attain your personal portfolio targets to achieve the overall 92% client retention rate. Increase Net Promoter Scores (NPS) in line with company goals and act upon valuable client insights to improve service delivery and ultimately client retention.
3. Process - Produce productivity returns by maintaining key account information and details of your interactions with your clients using our internal and CRM systems.

The Person

The ideal candidate for our role will demonstrate the following skills and attributes:

1. Proven field-based account management or other relevant experience in a volume-based SME environment.
2. Well-presented, confident, articulate, personable and well-motivated.
3. Demonstrate a resolution-based approach.
4. Able to demonstrate their proficiency in undertaking video call meetings as well as face-to-face interactions with clients.
5. Track record of meeting and exceeding targets/KPIs.

We're a great bunch of people to work with because we care so much about our colleagues and culture. We're not interested in hierarchy or politics, just getting things done and enabling people to be their brilliant selves.

Perks

1. 25 Days of Holiday + Bank: Enjoy 25 days of holiday, plus bank holidays.
2. Birthday Bliss: Enjoy a day off on your birthday.
3. Post-Wedding Bliss: Extra weeks of holiday for newlyweds.
4. Growing Families: Vouchers and special perks for expectant parents.
5. Healthcare cash plan: Private healthcare for your well-being.
6. Pawternity Leave: A day off to welcome a new pet.
7. Community Days: A day off to volunteer and support charities.

Join us at Citation, where success comes with unbeatable perks and a culture that truly celebrates your achievements!