Internal Account Manager

Whitestone Resourcing; Leeds; Hybrid; GBP 30,000 - 42,000; Full time

Job summary

Whitestone Resourcing is seeking an Internal Account Manager to join the Leeds team. This is a relationship-led, commercially focused role where you will spend significant time on the phone, building relationships with engineers and other customers to reactivate and sustain activity on the platform.

You will identify opportunities, manage objections, and drive engagement by explaining benefits and updating engineers' availability and coverage.

Qualifications

• Experience in sales, account management or customer success.
• Excellent verbal and written communication skills.
• Comfortable making outbound telephone calls.
• Experience building and maintaining customer relationships.
• Experience working towards targets or KPIs.

Responsibilities

• Identify opportunities to overcome objections and engage engineers.
• Explain work opportunities and benefits of staying active on the platform.
• Encourage engineers to update availability and skills.
• Reactivate engineers and nurture ongoing relationships to repeat usage.
• Maintain CRM records and complete follow-ups.
• Collaborate with internal teams to resolve issues quickly.

Skills

Account management

Relationship building

Communication skills

Target orientation

Persuasive communication

Tools

CRM systems

Job description

Location

Leeds, West Yorkshire

We are currently working with a leading provider of tech services to the gas/heating industry, to recruit an Internal Account Manager based out of the Leeds office

The Role

This is a relationship-led, commercially focused account management role.

You'll spend a significant amount of your time on the phone, building relationships with engineers and other customers

This isn't a high-volume call-centre role. We want someone who can have genuine commercial conversations, build trust and influence people.

What You'll Do

• Identify opportunities to overcome objections and remove barriers to engagement.
• Explain relevant work opportunities and the benefits of remaining active on the platform.
• Encourage engineers to update their availability, skills and coverage areas where appropriate.
• Follow up consistently until an engineer is successfully reactivated.
• Continue managing the relationship after reactivation to encourage repeat usage.

Build relationships

• Become a trusted point of contact for your engineer portfolio.
• Develop strong relationships with engineers and understand their individual businesses.
• Take the time to understand what motivates each engineer and what type of work they are looking for.
• Provide a consistently professional and positive experience.
• Listen to feedback and identify recurring issues affecting engineer engagement.
• Work with internal teams to resolve problems quickly.

Drive commercial results

• Work towards agreed activity, conversion and reactivation targets.
• Prioritise your time based on engineer potential and likelihood of reactivation.
• Monitor engagement following reactivation and identify opportunities to increase repeat usage.
• Maintain accurate CRM records and ensure all follow-ups are completed.
• Analyse your own performance and continually look for ways to improve conversion.
• Test different messaging and approaches to understand what gets engineers back onto the platform.
• Collaborate with Operations, Sales, Customer Service and other internal teams.
• Share engineer feedback and insights with the wider business.
• Highlight opportunities to improve the engineer experience.

Who We're Looking For

We're looking for someone who is confident, commercially minded, personable and persistent.

You might currently be an:

• Account Manager
• Customer Success Executive
• Customer Service Advisor
• Business Development Executive
• Recruitment Consultant
• Account Executive
• Customer Retention Executive

The most important thing is that you're comfortable building relationships over the phone and influencing customer behaviour.

Experience working with engineers, tradespeople, contractors or other technical/field-based professionals would be particularly valuable.

You'll need to be:

• You can speak confidently with different types of people and quickly establish rapport.
• Commercially minded
• You understand that good relationships need to translate into measurable commercial outcomes.
• Naturally curious
• You ask questions rather than making assumptions. When someone says they're no longer interested, you want to understand why.
• Persistent
• You're comfortable following up and don't get discouraged by unanswered calls or initial objections.
• Customer-focused
• You genuinely want to understand the customer's needs and find a solution that works for them.
• Target-driven
• You enjoy having clear goals and seeing the impact of your work in the numbers.
• Organised
• You're able to manage a significant portfolio of accounts, prioritise effectively and keep on top of follow-ups.
• Proactive
• You don't wait to be told what to do. You look for opportunities, identify problems and take action.

Experience:

• Previous experience in sales, account management, customer success or customer service.
• Excellent verbal and written communication skills.
• Comfortable making outbound telephone calls.
• Experience building and maintaining customer relationships.
• Experience working towards targets or KPIs.
• Strong objection-handling and influencing skills.
• Good organisational and time-management skills.
• Comfortable using CRM systems and digital platforms.

Experience in one or more of the following would be advantageous:

• Renewable energy / cleantech
• Battery storage
• EV charging
• Heat pumps
• Heating / boilers
• HVAC / air conditioning
• Electrical services
• Construction
• Building services
• Field service
• Engineer or contractor networks
• Recruitment of engineers or tradespeople