Account Manager

Salary: £32,000 - 34,000

Job Role

We are looking for an experienced full time Account Manager to join our small and growing team.

Aims of Account Manager

The Account Manager acts the main point of contact between our customers and the company. Your primary responsibility will be developing sustainable relationships with existing accounts, and making sure we retain these clients. This includes understanding their needs and being able to suggest additional products and services to meet those needs. You will also assist with identifying and closing new sales opportunities, and onboarding new clients.

We are committed to flexible working, which includes considering flexible hours and being based at home. The role involves occasional travel for training sessions, quarterly meetings at our London office, and conferences. This could include overnight stays.

Duties and Responsibilities

• Sales and Business Development: Drive new business by identifying opportunities through CRM, industry events, existing client networks, and market research
• Opportunity Management: Proactively pursue and finalise leads, ensuring a smooth transition from prospecting to closure
• Client Engagement: Conduct detailed product demonstrations for potential clients and perform evaluations post-implementation to ensure client satisfaction and product alignment
• Client Relationship Management: Keep our CRM updated with accurate client information, engage in discussions to prevent licence cancellations, and actively improve client retention
• Account Management: Serve as the primary contact for client accounts, establishing a 'trusted advisor' status to foster long-term relationships. This includes meeting with clients regularly to understand their needs
• Partnership Management: Oversee relationships with key partners, ensuring ongoing mutual profitability and alignment with our strategic goals
• Training and Support: Provide product training to clients and partners as needed, enhancing their understanding and use of our solutions
• Strategy and Reporting: Implement and monitor sales and retention strategies, reporting regularly on progress and performance against set KPIs

Person Specification

Essential Skills

• Interpersonal Skills: Naturally outgoing with the ability to engage confidently with customers face-to-face, over the phone, and through video conferencing
• Analytical Skills: Proven competency in analysing customer data, with the ability to synthesise this information and report findings to key stakeholders
• Communication: Exceptional oral and written communication skills, facilitating clear and effective interaction with clients and team members
• Negotiation: Strong negotiation abilities, ensuring favourable outcomes in customer interactions and agreements
• Problem-Solving: Creative problem-solving skills, with a knack for using initiative in challenging situations
• Self-Motivation: Highly self-driven with the capability to operate independently in a dynamic environment
• Organisation: Excellent organisational skills, adept at managing multiple tasks and responsibilities simultaneously
• Flexibility: Openness to travel, including the possibility of overnight stays, to meet business needs.
• Technical Proficiency: Solid skills in Microsoft Office Suite (Outlook, Word, Excel) and experience with CRM systems (e.g., MS Dynamics, Salesforce, Zoho CRM, Zendesk, HubSpot).
• Experience: Proven track record in customer service or account management positions

Desirable Skills

• Industry Knowledge: Experience within the social housing sector is a plus, offering valuable insights into customer needs and market dynamics
• Sales Acumen: Previous sales experience, showcasing the ability to close deals and drive revenue
• Project Management: Experience in managing or assisting with projects, indicating skills in planning, execution, and meeting objectives

Summary of Terms