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Job Summary
Account Manager (UK)
Media/Marketing/Sales
London - United Kingdom
London - United Kingdom
ENVIRONMENT:
BLEND your technical expertise, analytical thinking, and strong people skills to fill the role of an Account Manager sought by a UK-based award-winning leader in contact centre AI software. With at least 5 years of experience in a software-related role, the ideal candidate will work closely with Tech, Customer Operations, Support and Product teams to align solutions with client needs. You should be skilled in both understanding complex technical details and building lasting relationships with clients and stakeholders. You will also require expert-level Excel, a solid understanding of contract writing & must be based in the UK based in the UK with a car and a valid drivers license for client visits.
DUTIES:
- Serve as a primary point of contact for a portfolio of over 30 customers in the Financial Services industry.
- Build strong customer relationships and act as a trusted advisor, understanding their unique business needs and providing tailored solutions.
- Conduct regular check-ins and proactive outreach to ensure customer satisfaction, adoption, and retention.
- Collaborate closely with cross-functional teams, including Sales, Product, and Engineering to drive product enhancements.
- Handle contract negotiations, particularly with economic buyers.
- Handle contract renewals, particularly with economic buyers.
- Provide high-level technical support and guidance to both technical and non-technical users on compliance monitoring software.
- Conduct regular business reviews with customers, analysing usage data, making strategic recommendations, and taking proactive measures to mitigate risks and address any concerns.
- Build and present reports, analyse data, and interpret statistics.
- Identify opportunities for upselling and expansion within the customer base.
- Regularly engage with stakeholders at various levels, including C-suite executives, and attend client-facing events such as awards dinners.
- Understand and communicate the value of our solutions, ensuring clients realise a return on their investment.
- Apply analytical and creative problem-solving skills to address client queries and enhance their experience with solutions.
- Stay up to date with industry trends and regulations related to compliance monitoring in the financial services sector.
Key Performance Indicators:
Net Retention Revenue (NRR): Measure the revenue retained from existing customers, including upsell and cross-sell opportunities, to ensure consistent growth and customer value.
Customer Health Score: Evaluate and monitor the overall health and satisfaction of customers through metrics like usage frequency, support interactions, and feedback to proactively address issues and improve retention.
Trustpilot Reviews: Track both the quantity and quality of customer reviews on Trustpilot. Focus on encouraging customers to leave reviews and analyse feedback to assess satisfaction, identify areas for improvement, and enhance customer trust and loyalty.
REQUIREMENTS:
- A minimum of 5 years of previous experience in an Account Management role is required.
- At least 5 years of experience in a software-related role with a strong understanding of technical solutions.
- Expertise in Excel.
- Solid understanding of and experience with contract writing.
- Must be based in the UK, with the ability to visit clients weekly.
- Must have a car and a valid drivers licence for client visits.
- Flexibility and willingness to attend evening functions and events where client engagement is key.
Advantageous
- Proficiency in HubSpot.
- Knowledge of the Financial Services industry and compliance regulations.
ATTRIBUTES:
- Strong analytical abilities with the capacity to interpret and present data in a way that is easily understood by clients.
- Excellent interpersonal and communication skills, with the ability to engage and build rapport with clients and stakeholders at all levels.
- Proactive and self-motivated with a results-oriented mindset.
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Datafin
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