Customer Account Specialist

Learning Pool; Derry/Londonderry; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading e-learning platform is seeking a Customer Account Specialist in Derry/Londonderry. This role involves managing a portfolio of accounts, driving contract renewals, and ensuring customer success. Candidates should have at least 1 year of experience in account management, with strong communication and organizational skills. The position offers the opportunity to work within a dynamic team that values innovation and customer engagement.

Benefits

Flexible working hours

Opportunities for professional development

Qualifications

• At least 1 year’s experience in a customer-facing or account management role, ideally within B2B SaaS.
• Experience supporting customer renewals and upsell activities.
• Proficiency in CRM systems to manage pipeline and activity tracking.

Responsibilities

• Manage a portfolio of 150-200 accounts.
• Drive timely contract renewals and expansions.
• Coordinate mid-year reviews and gather customer feedback.
• Monitor customer health indicators and flag at-risk accounts.

Skills

Customer-Facing Experience

Renewals & Expansion

Book of Business Management

Organisation & Prioritisation

Communication & Stakeholder Engagement

Detail Orientation

Mindset & Collaboration

Flexibility

Tools

Salesforce

Job description

Wherever you find ambitious companies investing in their people, you’ll find Learning Pool.

Learning Pool is among the fastest growing e-learning companies in the world, servicing more than 2,000 customers and 24 million learners globally. Our expert team creates the content and technology solutions that engage and empower modern leaders, using pioneering technology and creative content that we build, deliver and maintain. We’re passionate about customer success and our customers trust us to deliver long lasting value, a great return on investment and excellent customer service.

Learning Pool welcomes passionate people from all kinds of backgrounds. We are a diverse team working in offices, and remotely, across Europe and North America. We take great pride in our shared work and are committed to building great software in a sustainable way.

About The Role

At Learning Pool, our Customer Account Specialists (CAS) play a vital role in supporting customer retention and growth by managing day-to-day account activities and renewal processes. You will work closely with Customer Success Managers (CSMs) to ensure that our customers receive timely support, ongoing value, and a smooth renewal experience.

This is a highly operational role, focused on building strong relationships with customers, resolving issues, and identifying early opportunities for account expansion. You’ll manage a book of accounts, track engagement, and help customers maximise their investment in Learning Pool’s solutions.

What You Will Be Doing

• Manage/prospect a portfolio of 150-200 accounts, typically ranging from $0 to $20K ARR.
• Serve as the primary point of contact for day-to-day customer inquiries and relationship management.
• Drive timely contract renewals and expansions by proactively engaging customers before renewal deadlines.
• Coordinate mid-year and renewal review meetings with customers, gathering feedback and identifying potential upsell or cross-sell opportunities.
• Work collaboratively with CSMs to execute account plans and support account growth initiatives.
• Maintain accurate CRM records of all customer interactions, renewal status, and opportunity updates.
• Monitor customer health indicators and flag at-risk accounts for additional support or escalation.
• Assist in campaign execution targeting customers with specific products or promotions to drive engagement and growth.
• Support sales operational excellence by managing pipelines, forecasting renewals, and reporting on account metrics.
• Represent Learning Pool’s customer-centric values in every interaction to ensure positive customer experiences.

Who We Are Looking For

• Customer-Facing Experience: You will bring at least 1 year’s experience in a customer-facing or account management role, ideally within B2B SaaS or technology services.
• Renewals & Expansion: You will have experience supporting customer renewals, upsell, or sales support activities, with a strong interest in driving customer growth.
• Book of Business Management: You will be comfortable managing a moderate portfolio of accounts, handling multiple customer interactions daily while maintaining quality engagement.
• Organisation & Prioritisation: You will have excellent organisational skills, able to track, prioritise, and execute activities effectively.
• Communication & Stakeholder Engagement: You will be a clear and confident communicator, able to build rapport and trust with stakeholders at all levels.
• Detail Orientation & Tools: You will be detail-focused, with proficiency in CRM systems (Salesforce or similar) to manage pipeline and activity tracking.
• Mindset & Collaboration: You will be self-motivated, proactive, and a collaborative team player who takes ownership of results.
• Flexibility: You will be able to work flexible hours to align with US time zones (12 PM - 8 PM preferred).
• Sales Methodologies: Familiarity with structured approaches (MEDDPICC, SPIN) is a plus, but not essential.

The Learning Pool team is filled with people who have a real passion for what they do and a fresh approach to partnering with customers. Learning Pool is a Platinum Investor in People, listed annually in the Sunday Times Best Companies to Work For and wins numerous industry awards for our work with clients including the Queen's Award for Enterprise (Innovation) and recent Brandon Hall, Learning Technologies, e-Learning Industry, Stevie Customer Service and Institute of Customer Service awards.