Remote B2B Account Strategy Lead

Jobs for Humanity; United Kingdom; A distancia; GBP 65.000 - 111.000; Jornada completa

Descripción de la vacante

Companies House seeks a B2B Account Manager to design and implement a hybrid account‑management model serving 500–1000 key customers. The role emphasizes technical issue resolution, smooth deployment of change, and scalable engagement with a focus on process standardisation.

You will define structure, workflows, and tools, build repeatable templates, and train staff. Remote UK role with a one‑month contract (possible extension) under IR35 guidelines.

Formación

• Demonstrable experience creating scalable customer‑support or account‑management structures for high-volume customer bases.
• Experience defining segmentation models and establishing multi-tier service approaches.
• Ability to map workflows, define roles and responsibilities, and build efficient end‑to‑end processes.
• Comfortable working with large volume data to shape decisions and priorities.
• Skilled at facilitating workshops, and engaging with different customer types.
• Ability to produce crisp, plain‑English guidance and materials.

Responsabilidades

• Define a practical hybrid account‑management approach, combining high‑touch and scaled support.
• Develop customer segmentation (e.g. Tier A/B/C) based on complexity, risk, and technical needs.
• Recommend the size, roles, and structure of the account‑management team.
• Outline how account managers interact with technical specialists, operations, policy, and data teams.
• Create clear workflows for handling technical issues, release communications, change deployment, and customer readiness.
• Establish escalation routes and clarity around RACI (roles and responsibilities).
• Propose reporting and insight‑tracking mechanisms (customer health, error patterns, readiness indicators).
• Create practical templates such as customer engagement plans, change‑readiness checklists, issue‑triage scripts, and briefing packs.
• Recommend tooling or CRM‑light approaches suitable for supporting 500–1000 accounts.
• Provide a roadmap for phased rollout.
• Train internal staff and embed repeatable processes.
• Advise on metrics to track success and refine the model over time.

Conocimientos

Account management

Customer segmentation

Workflow mapping

Data analysis

Workshops facilitation

Descripción del empleo

Companies House seeks a B2B Account Manager to design and implement a hybrid account‑management model serving 500–1000 key customers. The role emphasizes technical issue resolution, smooth deployment of change, and scalable engagement with a focus on process standardisation.

You will define structure, workflows, and tools, build repeatable templates, and train staff. Remote UK role with a one‑month contract (possible extension) under IR35 guidelines.