Account Manager - Retentions Executive

The Portfolio Group; Manchester; On-site; GBP 26,000 - 35,000; Full time

Benefits offered by this job

25 days' holiday

Birthday off

Private medical insurance

Pension plan

Profit share scheme

Cycle to work

Employee Assistance Programme

Job summary

The Portfolio Group, on behalf of its client, is seeking a Retentions Executive in Manchester to manage a portfolio of EAP clients from day one. You will drive renewals, upsell services, and deliver exceptional service to ensure long-term relationships and renewals.

Ideal candidates have 1-3 years in retention, high energy, and strong communication skills to handle diverse client conversations and meet ambitious retention targets and KPIs.

Qualifications

• 1-3 years' retention experience
• strong customer-service ethos
• able to manage multiple client relationships concurrently

Responsibilities

• Own your portfolio—manage day-to-day relationships with EAP clients
• Drive retention success through renewals and negotiations
• Deliver seamless onboarding for new clients
• Advise clients on product options and services
• Identify upsell and expansion opportunities
• Provide client insights to senior management
• Support the wider sales and bid teams as needed
• Track renewal pipeline and flag at-risk accounts

Skills

Retention management

Relationship management

Customer service

Negotiation

Job description

Our client, an industry-leading EAP and OH provider and Sunday Times 'Best Places to Work' organisation, is looking for a Retentions Executive to join their growing team.

This is where relationship management meets commercial impact. You'll own a portfolio of clients from day one, becoming their trusted go-to for everything from operational queries to strategic service reviews. Your mission? To deliver exceptional service that keeps clients renewing year after year; while identifying opportunities to grow their agreements through upsells and upgrades that genuinely meet their needs.

This role as Retentions Executive covers the full account lifecycle. You'll handle daily client engagement, navigate contract renewals, manage implementation of new clients, and - crucially - turn challenging retention conversations into successful outcomes. When a client considers leaving, you're the problem-solver who listens, explores solutions, and finds the path forward that works for everyone.

This role would be ideal for someone with 1-3 years' retention experience who thrives on delivering first-class customer service. You'll bring high energy and commitment to client conversations, adapt your communication style effortlessly depending on your audience, and juggle multiple priorities while working toward ambitious retention targets and KPIs.

If you're driven, flexible, and genuinely enthusiastic about helping clients succeed while growing the business, this is your opportunity to make a real impact with a market-leading employer.

What's in it for you?

You'll be joining a fast-paced, growing business where your work makes a genuine difference. By ensuring services run smoothly for client organisations, you're directly impacting employees' lives - providing them with critical support that's essential to their wellbeing and their employer's success.

This is a place that rewards ambition. If you enjoy a challenge and have genuine enthusiasm for overcoming obstacles, you'll thrive here. Through on-the-job training and development, you'll have the resources to build your career with unlimited opportunities ahead. The environment is busy and dynamic, so a positive, focused attitude and confidence in your communication will see you excel.

What you'll be doing as Retentions Executive:

• Own your portfolio - Manage day-to-day relationships with your EAP clients, becoming their trusted point of contact for everything they need
• Drive retention success - Proactively manage relationships to achieve KPIs and SLAs through skilful renewal negotiations
• Deliver seamless onboarding - Ensure new client implementations run smoothly from day one, setting the foundation for long-term partnerships
• Provide consultancy and insight - Advise clients on product options and specialist services, positioning yourself as a strategic partner who understands their business
• Spot and seize opportunities - Identify upsell possibilities and actively promote additional services that genuinely add value to your clients
• Be the voice of the client - Keep your finger on the pulse of client needs and market changes, feeding insights back to senior management to keep the business ahead of the curve
• Support the wider team - Maintain exceptional service standards while backing up the sales and bid team when they need you
• Stay on top of your metrics - Track your renewal pipeline daily, flag at-risk clients early, and provide weekly updates on activity and opportunities

The rewards:

Working for this exceptional company means being rewarded greatly for your contribution. Here's what you'll receive:

• 25 days' holiday plus bank holidays (increasing after 2 and 5 years' service)
• Your birthday off
• Cash health plan for you and your family
• Pension plan and life insurance (contributions increase with service)
• Contractual sick pay
• Private medical insurance after 5 years
• Profit share scheme
• Holiday season bonus after 3 years
• Free on-site gym
• Season ticket loan and cycle to work schemes
• Employee Assistance Programme access
• Company incentives and discount schemes

The Portfolio Group are acting on behalf of our client in recruiting for this position