BRIEF SUMMARY
This is an opportunity to join a newly established Account Management team during a period of growth and technological change. The role will work directly with customers to build lasting partnerships, deliver a high standard of service and support mutual commercial success.
The successful candidate will be motivated, customer-focused and commercially minded, with strong interpersonal skills and a genuine passion for customer service. They will be committed to process enhancement, continuous improvement and customer satisfaction while developing their career within account management.
REQUIREMENTS
Manage a portfolio of assigned accounts, acting as the primary point of contact for customers and ensuring a consistently high standard of service and engagement.
Build strong, long-term relationships with customers, transitioning interactions from reactive support to proactive partnership.
Support the Head of Account Management in implementing the account tiering framework and ensuring service levels are delivered appropriately across the customer base.
Identify upsell and cross-sell opportunities within the existing account base, working closely with the Regional Sales Director and wider sales team to convert these into revenue.
Maintain accurate and up-to-date account records within internal systems, tracking activity, opportunities and customer feedback.
ESSENTIAL SKILLS
Experience in a customer-facing role, such as account management, customer support, customer success or sales.
Strong interpersonal skills with the ability to build rapport and maintain trust with customers at all levels.
A proactive, solutions-focused mindset with genuine enthusiasm for delivering excellent customer service.
Excellent organisational and time management skills, with the ability to manage multiple accounts and priorities simultaneously.
Excellent verbal and written communication skills, with confidence in engaging customers and internal stakeholders clearly and professionally.
Ability to work both independently and collaboratively as part of a small, growing team.
Commercially aware, with an understanding of customer lifetime value and the role of account management in driving business growth.
Comfortable using account management and ticketing tools to manage account activity and communications.
High attention to detail and a commitment to accuracy in all customer-facing communications and record keeping.
Proficiency in MS Office and the ability to learn new systems and processes quickly.
Willingness to travel across the UK and occasionally internationally to visit customers and attend industry events.
DESIRED SKILLS
Experience in the public transport, passenger information or wider transport technology sector would be advantageous but is not essential.
Prior experience in a B2B account management or customer success role, with a track record of retaining and growing customer relationships.
Experience using software platforms such as D365, HubSpot, Jira or similar.
Experience working within cross-functional teams alongside sales, operations and technical colleagues.
Experience working in a manufacturing or technology business.
Demonstrated enthusiasm, energy and a proactive approach, with a genuine desire to grow and develop within the role.
Proficiency in an additional language such as French, German or Spanish would be advantageous for an international customer base.
High standards of professionalism, integrity and work ethic with a positive, collaborative attitude.
Demonstrated flexibility and adaptability in a fast-moving, growing business environment.
Experience of Quarterly Business Reviews (QBRs) or formal account planning methodologies.
Experience using SharePoint or similar internal collaboration platforms.
TASKS AND DUTIES
Act as the day-to-day point of contact for an assigned portfolio of customer accounts, managing incoming queries and coordinating internal responses.
Conduct regular account review calls/check-ins with each customer to discuss performance, open issues and upcoming requirements.
Maintain accurate, up-to-date records for each account, including contacts, order history, contracts and correspondence within internal systems.
Log and monitor customer queries and support issues through to resolution, escalating technical problems to the relevant internal teams.
Proactively flag contract or warranty renewals and coordinate the renewal process.
Identify upsell and cross-sell opportunities, such as software upgrades, additional units or new contracts, within the existing customer base.
Prepare and deliver Quarterly Business Reviews (QBRs) for Tier 1 accounts, covering performance, satisfaction and future opportunities.
Monitor customer satisfaction across the portfolio and flag at-risk accounts early.
Feed customer and market insight back to the wider business.
Represent the business at customer site visits and relevant industry events/trade shows.
Carry out any other duties as deemed necessary by the Head of Account Management
Salary description
£30000.00 - £45000.00 per year