Account Manager
SKILLS
FULL DESCRIPTION
The Account Manager will own and grow key accounts across [Employer hidden — view at passion-project.co.uk]’s Credit and Compliance product offerings, focusing on retention, customer satisfaction, and creating opportunities for upsell and cross-sell. This hybrid role is based in London, requiring a minimum of three days onsite per week.
Role Summary
You will own and grow key accounts across [Employer hidden]’s Credit and Compliance product offerings, with a clear mandate to prioritise retention and customer satisfaction whilst creating opportunities for upsell and cross sell. This role is highly collaborative and commercial - partnering closely with Professional Services, Product Development, Support, Marketing, and Pre‑Sales to deliver outcomes that customers value and that expand [Employer hidden]’s footprint.
This is a hybrid role based at our brand new London Head Office, with an expectation of working onsite a minimum of 3 days per week (Tuesday, Wednesday and Thursday).
We are seeking someone who is passionate about building a career in tech sales and account management.
Key Responsibilities
- Account ownership & planning: Create and maintain robust Account Plans per allocated account; define objectives, stakeholders, risks, and growth paths (cross‑sell/upsell). Conduct Quarterly Business Reviews (QBRs).
- Customer advocacy & satisfaction: Serve as the voice of the customer; coordinate internally to ensure service excellence. Schedule Customer Satisfaction and Project Feedback surveys.
- Commercials & renewals: Prepare quotes, delivery dates, payment schedules, and arrange service installation. Review annual renewal quotes; monitor invoicing and follow up with Finance.
- Pipeline management & CRM hygiene: Maintain and update all assigned accounts and opportunities in the CRM with high data quality; ensure timely next steps and forecast accuracy.
- Executive communication & presentations: Lead negotiations; deliver crisp, data‑driven executive presentations to client leadership and internal stakeholders.
- Cross‑functional collaboration: Work closely with Professional Services, Product Development, and Support to orchestrate delivery and issue resolution. Participate in marketing activities (webinars, seminars, client events).
- Travel: Travel to EMEA/US/APAC regions for customer onsite visits to strengthen relationships, ensure satisfaction, and uncover new opportunities.
Qualifications & Experience
- 1-3 years of experience in account management, customer success or a commercial role within software/SaaS.
- Bachelor’s or Master’s degree in Business, General Management, or related field - or equivalent practical experience.
- Demonstrated success meeting/exceeding objectives in account management or ideally Software /SaaS roles.
- Good communication, collaboration, negotiation, and presentation skills.
- Proven CRM experience with rigorous data discipline; comfortable with forecasting and renewal tracking.
- Domain knowledge in energy/commodities markets is a plus as would fluency in a second language.
- Willingness to travel across regions as needed.
Success Metrics (KPIs)
- Retention / Net Revenue Retention (NRR) and renewal rate across the managed portfolio.
- Account growth (expansion ARR via cross‑sell/upsell) and attainment of target‑based commission goals.
- CSAT/NPS improvements and action‑plan completion from QBRs and surveys.
- CRM data quality and forecast accuracy (e.g., hygiene scorecards, activity SLAs).
Why This Role Matters
Our customers rely on [Employer hidden] to reduce risk and meet compliance obligations. As an Account Manager, you will be their trusted advisor ensuring they maximise the value from our Credit and Compliance solutions while building durable, reference-worthy relationships.