Account Manager

Role Summary

The Account Manager owns the commercial and strategic responsibility for a portfolio of high-value customer contracts. This role is focused on managing ongoing customer relationships, leading the contract renewal process, and driving account growth by promoting additional [Employer hidden — view at passion-project.co.uk] solutions and services. By collaborating with teams across [Employer hidden], the Account Manager ensures that customers are satisfied and achieve a strong return on investment from [Employer hidden]’ products and services.

The Account Manager supports [Employer hidden] in delivering the following primary goals:

• – Achieving high levels of customer success and satisfaction.
• – Ensuring contract retention and renewal.
• – Driving account growth by promoting additional products and services.
• – Building strong customer advocacy, encouraging clients to recommend [Employer hidden] to others.

The Role:

You take pride in building close, long-term client relationships while maintaining a detailed understanding of [Employer hidden]’ products and services. Key competencies for this role include:

• – A customer-centric mindset paired with strong commercial acumen.
• – Empathy and active listening skills.
• – Strategic thinking to deliver value and help customers achieve their business objectives.
• – Adaptability and resilience in a fast-paced environment.
• – Excellent communication skills, combined with problem-solving and objection-handling abilities.

Why join [Employer hidden]?

Key Role Deliverables

Accountabilities

• Build and maintain effective, long-term relationships with key stakeholders at multiple assigned customer accounts.
• Drive strategic planning for newly acquired contracts through the creation of detailed account plans.
• Recommend solutions and enhancements to improve efficiency, revenue, and scalability.
• Encourage LMS adoption through communication and collaboration with [Employer hidden]’ operations and product teams.

Key Responsibilities

1. Relationship Management:
   Build and maintain strong relationships with key stakeholders in customer organisations.
   Serve as the primary point of contact, addressing customer needs and concerns promptly.
2. Product Adoption & Expansion:
   Drive user adoption and engagement by positioning additional training, consultancy services, or resources.
   Proactively identify opportunities for customers to utilise additional features or services.
3. Proactive Support:
   Monitor customer health metrics and engagement to anticipate potential issues or opportunities.
   Collaborate with internal teams (operations, support and product) to resolve challenges and enhance the customer experience.
4. Renewal & Retention:
   Ensure customer satisfaction and manage the renewal process for specific client contracts.
   Proactively identify and mitigate risks of churn through regular check-ins and feedback collection.
5. Commercial Acumen:
   Identify opportunities to showcase [Employer hidden] (and third-party) products and services that align with customer goals.
   Work with solutions and product teams to execute growth strategies.
6. Feedback & Advocacy:
   Gather customer feedback and insights to inform product improvements and business strategies.
   Advocate for customers within [Employer hidden], serving as their voice in decision-making processes.

Qualifications/Skills Required

Bachelor’s degree or equivalent combination of education and experience.

2-4 years of experience managing customer-facing strategic accounts, ideally in the Learning/Education/SaaS markets.

Strong organisational skills, entrepreneurial mindset and proactive business style.

Proven ability to prioritise high-value projects and balance the demands of multiple tasks in a fast-paced environment.

Excellent communication, presentation and interpersonal skills.

Demonstrated experience in conducting account reviews, strategic account planning and managing customer contract renewals.

Proven performance in achieving customer success, satisfaction and retention goals.

High computer literacy with the ability to learn new software.

Experience with CRM platforms, such as Hubspot, preferred.

Desirable Skills

Experience with Moodle, Totara, or other LMS platforms.

Previous Account Management and/or Customer Success experience

Expertise in negotiation and objection handling.

Strong commercial awareness, including sales experience and/or budget management.