Account Manager

Position Summary

Duties and Responsibilities

• Build and maintain excellent relationships with customers in accounts under your management by understanding their needs, ensuring exceptional service and seamless customer journeys
• Facilitate knowledge sharing between Account Managers and Service Relationship Managers responsible for supporting the same customer accounts to ensure a cohesive approach and optimal customer outcomes
• Identify and nurture opportunities to grow revenue across the accounts under your management through cross-selling and up-selling, leveraging knowledge of Claranet UK’s full portfolio of products and services and support from relevant Sales Specialists where necessary
• Develop and maintain an understanding of relevant industry verticals and market trends
• Work closely with the Head of Corporate Accounts and Sales Engineering on account development plans
• Collaborate with the Marketing team on account-based marketing
• Engage proactively with Sales Specialists to align on solution positioning, ensure technical feasibility and drive value-led conversations with customers
• Partner with the Bid Management team to progress bid activity for growth opportunities identified
• Implement strategies to minimise revenue churn and improve customer experience
• Manage budgets and financial forecasts for accounts under your management
• Provide regular updates to the Head of Corporate Accounts and Sales Engineering on performance, revenue growth, customer satisfaction and other KPIs
• Technology Practice – On seller education of the portfolio
• Customer Success – Collaborating to incorporate SRM’s insight into account management activities
• Sales Operations & Support – On marketing and sales enablement activities
• Customer Experience & Managed Service – On service design transitions
• Procurement Legal & Compliance – On master service agreements and statements of work
• Commercial Innovation – To align on go-to-market strategies, value propositions and commercial models for emerging offerings
• Sales Engineering – To co-develop technical account strategies, solution design and customer-facing proposals
• Finance – On sales governance and customer billing requirements
• Business Intelligence & Planning – On Salesforce order processing and customer cancellations

Position Specifications