Senior CX Account Manager - Drive Retention & Upsell

SCG Together; Hemel Hempstead; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

21 Days holiday rising to 25

Birthday off

Reduced gym membership

Job summary

SCG Together in Hemel Hempstead is seeking an experienced Customer Success/Account Manager to support a base of 30-60 business customers, manage ongoing relationships, and drive retention.

You will identify upsell opportunities, respond to inquiries, and mentor junior team members. The role offers a competitive salary from £28,000 plus OTE and a structured training program in a busy, office-based environment.

Qualifications

• 5+ years experience in customer service, account management or sales.
• Strong expertise in the telecoms industry.
• Excellent verbal and written communication skills.
• Ability to recognise and pursue a sales opportunity.
• Proficient with Office 365.
• Proactive approach and ability to bring new ideas to the team.
• Ability to forge lasting relationships with customers and partners.
• Good time management and workload prioritisation.
• Mentorship skills to coach junior members.

Responsibilities

• Build strong relationships with key contacts of all customers within the allocated base.
• Recognise and maximise upsell opportunities to ensure customers utilise SCG services and products.
• Maintain high retention (target 99.5% or above) and manage churn proactively.
• Respond to customer inquiries in a timely manner.
• Proactively manage base to exceed expectations.
• Provide mentorship to junior team members.

Skills

Customer service

Account management

Sales

Telecoms industry

Communication skills

Sales opportunity recognition

Office 365

Proactive mindset

Relationship building

Time management

Mentorship

Tools

Office 365

Job description

SCG Together in Hemel Hempstead is seeking an experienced Customer Success/Account Manager to support a base of 30-60 business customers, manage ongoing relationships, and drive retention.

You will identify upsell opportunities, respond to inquiries, and mentor junior team members. The role offers a competitive salary from £28,000 plus OTE and a structured training program in a busy, office-based environment.