Client Success Manager

Vertex Inc.; Bournemouth; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading global security firm is seeking an Account Manager for its Bournemouth office to enhance client relationships and service delivery. The role requires over 3 years of experience in a client-facing position, a solid understanding of the security industry, and excellent communication skills. Responsibilities include managing operational aspects of client accounts, conducting reviews, and collaborating with internal teams. The position offers high commission potential and a hybrid work environment.

Benefits

High commission potential

Hybrid working – 1 day in office per week

Qualifications

• 3+ years of client-facing experience within a B2B environment.
• Foundational understanding of security sector risks.
• Excellent communication skills with technical and non-technical clients.

Responsibilities

• Act as the primary operational contact for client queries.
• Conduct regular service review meetings with clients.
• Coordinate with internal teams for service deployment.
• Resolve client issues and escalate major issues to management.
• Support contract renewal and participate in negotiations.

Skills

Client-facing experience

Communication skills

Organizational skills

Microsoft Office Suite proficiency

CRM system experience

Job description

Account Manager – Security Services

We are working with a leading global security and investigations firm with over 25 years of experience, entering an exciting phase of growth and technological innovation. The company supports major organizations worldwide, including corporates, NGOs, media, and government bodies, operating across Europe, the Middle East, Africa, Asia, and South America.

Ideal for someone looking to advance their career with face‑to‑face client interaction and full relationship ownership. Must have experience in the security industry.

Key Responsibilities

• Account Support and Client Relations – Act as the primary operational point of contact for routine client queries and service adjustments.
• Conduct regular service review meetings (monthly/quarterly) with the Subject Matter Expert (SME) or Business Unit Owner (BU) to gather feedback and ensure service level agreements (SLAs) are met.
• Coordinate internal teams (e.g., Cyber analysts, Guarding Operations, Training Leads) to ensure timely and high‑quality service deployment.
• Resolve day‑to‑day client issues quickly and professionally, escalating major commercial or technical issues to line management.
• Collaborate closely with operational and financial teams during the proposal stage to ensure that all new services, upsells, and contract extensions adhere to minimum gross margin requirements to maximise on‑target earnings (OTE).
• Support the contract renewal process by preparing documentation, compiling service history reports, and participating in renewal negotiations.
• Proactively identify cross‑selling opportunities for diverse services (e.g., cyber risk assessment for a guarding client).
• Assist the Bid Management Team in preparing commercial proposals and responding to ad‑hoc RFIs and RFPs from new and existing clients.
• Maintain accurate and up‑to‑date customer data, contract details, and sales activity within the CRM system.
• Track key performance indicators (KPIs) for assigned accounts, including revenue run rate, profitability, and service delivery metrics.
• If required, assist in compiling detailed monthly and quarterly business review documents for presentation to clients.

Required Skills and Experience

• 3+ years of experience in a client‑facing role, sales support, account coordination, or service delivery within a B2B environment.
• Foundational understanding or keen interest in the security sector, including differences between physical and cyber risks.
• Excellent verbal and written communication skills, capable of communicating clearly with both technical specialists and non‑technical clients.
• Proficiency in Microsoft Office Suite and experience working with a CRM system.
• Strong organisational skills and the ability to manage multiple simultaneous tasks and deadlines.

Benefits

• High commission potential.
• Hybrid working – 1 day in office per week (based in Woking).
• Need to identify additional benefits (e.g., holiday, pension, healthcare) as per company policy.

Equal Employment Opportunity Acknowledgement: We are committed to equality and encouraging applications from all qualified candidates.