Customer Services Key Account Manager

Cambridge University Press & Assessment; Cambridge; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

28 days annual leave

Private medical and PHI

Discretionary annual bonus

Group personal pension scheme

Life assurance up to 4x salary

Green travel schemes

Job summary

Cambridge University Press & Assessment is seeking a Customer Service Key Account Manager to lead top customer accounts and coordinate internal teams for seamless service. The role demands proactive issue resolution, data analysis, and strategic reviews to drive customer advocacy.

You will build strong relationships across sales, supply chain, and technical teams, with a focus on delivering high-value, personalised service in a hybrid working model.

Qualifications

• Previous customer service experience or experience in a similar customer-facing role.
• Ability to understand customer needs and provide effective solutions.
• Excellent communication and interpersonal skills.

Responsibilities

• Deliver a personalised, concierge-level service for key and high-value accounts.
• Ensure products and services are delivered accurately, on time, and to agreed standards.
• Investigate and resolve customer queries, identifying root causes and driving permanent solutions.
• Provide clear, timely communication to customers and stakeholders at all levels.
• Lead account meetings, reporting on key metrics, and represent the customer voice across the organisation.
• Build strong working relationships with sales, supply chain, credit, digital and technical teams.
• Monitor and guide larger, more complex customer accounts through major releases, changes or upgrades.
• Identify opportunities to improve processes, reduce customer effort and enhance satisfaction.
• Manage multiple complex investigations simultaneously and keep stakeholders updated.
• Support continuous improvement by recommending and implementing operational changes.

Skills

Negotiation

Customer relationships

Account management

Tools

SAP

Zendesk

Salesforce

Job description

A chance to develop a career within the customer service departmentof a leader in the educational sector, actively making a difference to our learners around the world.

This is an exciting opportunity for a Key Account Manager to joina passionateCustomerService teamproviding a concierge level of servicefor our customers and become a significant factor in generating customer advocacy.

About the role

As a Customer Service Key Account Manager, you will take the lead in managing some of our most high-profile and strategically important customer accounts. You'll act as their primary point of contact, anticipating demand, coordinating internal teams, and ensuring that every interaction is seamless and effective.

You will monitor and respond to customer requests proactively, taking ownership to resolve issues quickly and professionally. Regular account reviews - both internally and with customers - will help you identify opportunities, plan ahead, and address challenges before they elevate.

A major part of your role will involve analysing data, understanding customer and product lifecycles, investigating transactional issues, and using insight to recommend and implement service improvements. You'll thrive in a fast-paced environment, enjoy solving complex problems, and be motivated by delivering outstanding customer service.

You will be part of a collaborative team that prides itself on delivering excellence and building long-term customer trust.

Additionalresponsibilities and accountabilities include:

• Delivering a personalised, concierge-level service for key and high-value accounts
• Ensuring products and services are delivered accurately, on time, and to agreed standards
• Investigating and resolving customer queries, identifying root causes and driving permanent solutions
• Providing clear, timely communication to customers and stakeholders at all levels
• Leading account meetings, reporting on key metrics, and representing the customer voice across the organisation
• Building strong working relationships with sales, supply chain, credit, digital and technical teams
• Monitoring and guiding larger, more complex customer accounts through major releases, changes or upgrades
• Identifying opportunities to improve processes, reduce customer effort and enhance satisfaction
• Managing multiple complex investigations simultaneously and keeping stakeholders updated

Supporting continuous improvement by recommending and implementing operational changes

This position has been classified as a hybrid role, requiring the selected candidate to typically spend 40-60% of their time collaborating and connecting face-to-face at their dedicated location. Aside from our hybrid principles, other flexible working requests will be considered from the first day of employment, including other work arrangements should yourequireadjustments due to a disability or long-term health condition.

About You

You will have previous customer service experience or experience in a similar customer-facing role, with a genuine passion for understanding customer needs and providing effective solutions. You enjoy building strong relationships with a wide range of contacts and can communicate confidently and professionally with people at all levels.

You are an excellent communicator with strong interpersonal skills, enabling you to deliver a positive customer experience while handling a variety of enquiries and challenges. A natural problem-solver, you take a proactive approach to identifying issues and finding practical solutions.

Highly organised and able to manage competing priorities, you thrive in a fast-paced environment where multitasking and meeting tight deadlines are part of everyday life. You can work effectively both as part of a team and independently, using your initiative to deliver high-quality outcomes.

You will also be confident using Microsoft Office applications and comfortable adapting to new systems and processes. Above all, you are customer-focused, dependable, and committed to delivering excellent service.

If you meet theaboveminimumrequirements, we encourage you to apply. Your application will be even stronger if you can also demonstrate the followingdesirable criteria:

• Strong negotiation skills
• Deep system knowledge of SAP, Zendesk and Salesforce
• Will recommend and implement change
• Procedural, audit and regulatory knowledge

For a detailed job description, please refer to the link at the bottom of the advert on our careers site.

We are a Disability Confident (DC) employer that is committed to equality and inclusion ensuring our recruitment process is accessible to all. The DC scheme'sOffer of an Interview commitment applies toapplicants who opt in, anddisclosea disability or a long-term health condition, and best meet theminimumcriteria for the role. In instances where interviewing all qualifying candidates is notpracticable, we prioritise those who best meet theminimumcriteria, as we would for applicants who do not have a disability or long-term health condition.

Please note that Cambridge University Press & Assessment will not ordinarily be able to provide sponsorship for vacancies of less than 12-months in duration. Applicants must therefore have an existing right to work in the UK to be eligible for this position.

Rewards and benefits

We will support you to be at your best in work and to live well outside of it. In addition to competitive salaries, we offer a world-class, flexible rewards package, featuring family-friendly and planet-friendly benefits including:

• 28 days annual leave plus bank holidays
• Private medical and Permanent Health Insurance
• Discretionary annual bonus
• Group personal pension scheme
• Life assurance up to 4 x annual salary
• Green travel schemes

We aim to support candidates by making our interview process clear and transparent. The closing date for all applications will be 8th September. We will review applications on an ongoing basis, and shortlisted candidates can expect interviews to take place fromweekcommencing 21st September.

If you are shortlisted and progressed through the stages, you can expect:

• First stage virtual interview via MS Teams.
• If required, a second interview via MS Teams will be requested

If yourequireany reasonable adjustments during the recruitment process due to a disability or a long-term health condition, there will be an opportunity for you to inform us via the online application form. We will do our best to accommodate your needs.

Please note that successful applicants will be subject to satisfactory background checks including DBS due to working in a regulated industry.

We are committed to an equitable recruitment process. As such, applications must be submitted via our official online application procedure.

Why join us

Joining us is your opportunity to pursue potential. You will belong to a collaborative team that is exploring new and better ways to serve students,teachersand researchers across the globe – for the benefit of individuals, society and the world. Sharing our mission will inspire your own growth, development and progress, in an environment which embraces difference, change and aspiration.

Cambridge University Press & Assessment is committed to being a place where anyone can enjoy a successful career, where it is safe to speak up, and where we learn continuously to improve together. We welcome applications from all candidates, regardless of demographic characteristics (age, disability, educational attainment, ethnicity, gender, marital status, neurodiversity, religion, sex, gender identity and sexual identity), cultural, or social class/background.

We believe better outcomes come through diversity of thought, background and approach. We welcome applications from people from all backgrounds and communities, actively seeking to employ people from a wide range of different communities.