Customer Account Manager

Crisp, Inc.; City Of London; On-site; GBP 30,000 - 50,000; Full time

Job summary

A progressive tech company in London is looking for a skilled Client Relationship Manager to enhance client experiences through effective communication, project management, and user feedback analysis. The ideal candidate will possess strong interpersonal skills, a client-centric approach, and the ability to manage projects efficiently. This role emphasizes collaboration, problem-solving, and continuous learning. Join us to impact client engagement positively and help shape the future of our company.

Qualifications

• Deep understanding of the product or service.
• Data analysis skills.

Responsibilities

• Effectively communicate with clients to gather requirements, provide updates, and address issues promptly.
• Lead and facilitate productive meetings with clients and internal team members.
• Oversee client projects from initiation to completion.
• Guide new clients through the initial setup and integration process.
• Conduct user interviews to gather feedback.

Skills

Effective communication (verbal and written)

Strong interpersonal and relationship-building skills

Problem-solving and decision-making abilities

Time management and prioritization skills

Adaptability and flexibility

Active listening and empathy

Job description

What you\'ll work on:

Client Relationship Management

• Client Communication: Effectively communicate with clients to gather requirements, provide updates, and address issues promptly.
• Client Meeting Facilitation: Lead and facilitate productive meetings with clients and internal team members to align on goals and deliverables.
• Stakeholder Management: Build and maintain strong relationships with key stakeholders, including executives, decision-makers, and end-users.
• Project Management: Oversee client projects from initiation to completion, ensuring they are delivered on time and within scope.

Product Adoption and Training

• Client Onboarding: Guide new clients through the initial setup and integration process, ensuring a smooth and successful start.
• Client Training: Deliver comprehensive training sessions to clients on product features, functionalities, and best practices.
• Usage Analysis: Analyze user behavior data to identify trends, opportunities for improvement, and areas where additional support or training may be needed.

Account Management and Support

• Account Payment Admin: Manage account payments, invoicing, and renewals to ensure timely revenue recognition.
• Support Ticket Resolution: Respond to and resolve client support tickets efficiently and effectively.
• Upselling and Cross-Selling: Identify opportunities to upsell or cross-sell additional products or services to existing clients.

User Research and Feedback

• User Interviews: Conduct user interviews to gather feedback, understand pain points, and identify areas for product improvement.
• Product Feedback: Collect and analyze client feedback to inform product development and enhancement decisions.

Signs of a great candidate for the role (required experiences, skills, capabilities, background, etc.)

Technical Proficiency:

• Deep understanding of the product or service
• Data analysis skills

Soft Skills:

• Effective communication (verbal and written)
• Strong interpersonal and relationship-building skills
• Problem-solving and decision-making abilities
• Time management and prioritization skills
• Adaptability and flexibility
• Active listening and empathy

Client-Centric Approach:

• Builds strong relationships with clients
• Understands client needs and pain points
• Proactively addresses client concerns and issues
• Provides excellent customer service

Product Expertise:

• Masters product knowledge and features
• Stays up-to-date on industry trends and best practices
• Identifies opportunities to improve product adoption and usage

Project Management:

• Ability to oversee projects from initiation to completion
• Experience ensuring projects are delivered on time and within scope

Effective Communication:

• Communicates clearly and concisely
• Listens actively to client feedback
• Provides timely (same-day) and informative updates

Strong Organizational Skills:

• Prioritizes tasks effectively
• Manages time efficiently
• Pays attention to detail
• Maintains accurate records and documentation

Collaborative Mindset:

• Works effectively with cross-functional teams
• Contributes to a positive team culture
• Shares knowledge and expertise with colleagues

Continuous Learning:

• Seeks out opportunities for professional development
• Embraces feedback and uses it to improve performance

What Makes a Great Fit at Crisp

• Collaboration: You believe the best results come from working together. You share ideas, pitch in, and elevate those around you.
• Grit: You\'re curious, self-driven, and unafraid to roll up your sleeves. You get the job done even when the path isn\'t clear and adapt quickly when things change.
• People: You stay close to those we serve. Listening, learning, and building what matters most.
• Feedback: You see it as fuel. You give it with care, take it with humility, and use it to level up.
• Ingenuity: You solve problems with creativity and speed. You look for ways to streamline, automate, or improve without being asked.

We are committed to transparency, diversity, and meritocracy, fostering an environment where every team member is empowered to make an impact, grow personally, and advance in their career. We invite you to join us - not just to take on a role, but to help shape a company you\'re proud to be part of.

Applicants must be authorized to work for any employer in the U.K. Crisp is unable to sponsor or take over sponsorship of an employment Visa at this time.