Account Manager - Customer Retention & Renewals

Office Angels Limited; North East; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Up to 37 days holiday

Hybrid working

Health Shield

Company pension

Employee discounts

Wellbeing platform

Job summary

Office Angels Limited in Gateshead is recruiting an Account Manager - Customer Retention & Renewals to manage an existing portfolio, own renewals and engage with key decision-makers to protect and grow ongoing business. This is a consultative, relationship-focused role rather than a high-volume call centre.

You will build strong relationships, discuss pricing and renewal options, and collaborate with colleagues to maximise customer value.

Qualifications

• Experience in account management, customer retention, renewals, or consultative sales.
• Strong communication and negotiation with decision-makers.
• Proactive, results-driven with CRM experience.
• Ability to manage renewal pipeline and targets.

Responsibilities

• Manage existing customer relationships and upcoming renewals.
• Build rapport with contacts via calls, video and email.
• Identify needs, resolve concerns, and handle cancellations.
• Discuss pricing and renewal options to retain business.
• Prepare quotations and re-engage customers.
• Maintain CRM records and renewal pipeline.
• Work toward retention and performance targets.

Skills

Account management

Customer retention

Renewals

Consultative sales

Communication skills

Relationship building

Negotiation

Tools

CRM systems

Job description

Gateshead 31,734 Basic + Monthly Bonus Realistic OTE 37,734

Office Angels are recruiting for an Account Manager - Customer Retention & Renewals to join an established and growing organisation in Gateshead.

If you enjoy building relationships, having meaningful commercial conversations and helping customers see the value in the services they use, this could be the perfect next step.

You'll manage an existing portfolio of customers, take ownership of renewals and work with key decision-makers to strengthen relationships and retain business.

This isn't a high-volume call centre role - it's a consultative, relationship-focused position where your communication skills and commercial approach will make a real difference.

Fantastic Benefits

• 31,734 basic salary + monthly performance bonus - realistic OTE 37,734
• Up to 37 days' holiday, including Bank Holidays
• Reduced August working hours - 9:30am to 3:00pm
• Monday to Friday, 8:30am-4:30pm - no weekends
• Hybrid working after qualifying service
• Health Shield, including private dental and medical benefits
• Company pension, employee discounts and wellbeing platform
• August wellbeing shutdown week and additional Christmas shutdown
• Full training, career development and regular company events
• Modern Gateshead offices with excellent transport links

Please note: Most annual leave is taken during school holidays and half terms, with up to two days typically permitted during each school term. Five days' leave are allocated to the August wellbeing shutdown.

What You'll Be Doing

• Managing existing customer relationships and upcoming contract renewals.
• Building rapport with key contacts through telephone, video and email.
• Understanding customer needs, resolving concerns and handling cancellation objections.
• Discussing pricing, contracts and renewal options to retain business.
• Preparing quotations and identifying opportunities to re-engage customers.
• Maintaining accurate CRM records and managing your renewal pipeline.
• Working towards agreed retention and performance targets.

What We're Looking For

• Experience in account management, customer retention, renewals, customer success or consultative sales.
• Strong communication skills and confidence speaking with customers and decision-makers.
• A natural ability to build relationships, handle objections and negotiate effectively.
• Commercial awareness and a proactive, solutions-focused approach.
• Good organisation, attention to detail and confidence using CRM systems.

Experience in software, SaaS, education, insurance, telecommunications or other service-led environments would be beneficial, but isn't essential.

Full product and systems training will be provided.

Office Angels is committed to an inclusive recruitment process. If you require reasonable adjustments, please let us know. Due to application volumes, we may be unable to provide individual feedback to every applicant.

An Enhanced DBS check is required for the successful candidate and will be funded by the company.