Account Manager

Job Description

Account ManagerFocus 5 are working with an exciting softwate company based in Manchester who are looking for a number of Account Managers.Are you interested in joining an award-winning software house recently acquired Are you ready to help build a business that is redefining an industry and launching products that help cement the place of our private hire/taxi operator customers in a globalmarketplaceAbout UsThe company is a leading software provider, offering innovative solutions to help businesses go further who have just moved into our brand new, multi-million pound newly renovated office in Manchester city centre. Originally, a family-owned company, ourculture promotes an inclusive and collaborative work environment to allow you to do your best work and feel valued. Were a passionate bunch who challenge the ordinary and bring a creative flair to everything we do. Were loud, proud, and believe in workingcollaboratively to develop our expertise. Go Further. Its more than just our motto; it is ingrained into the way we work. It is what we strive for as a business and what we expect from our employees and customers.ResponsibilitiesAs an Account Manager, youll be responsible for a set of accounts, providing a single point of contact for any escalations, gaining NPS Scores, and evaluating customers overall health score. Leading on contract renewals for your accounts and being accountablefor any churn. You will report to our Head of Customer Care to support with our key business objectives to achieve the following:

• Assist onboarding with projects to make sure go-live dates are met
• Collate NPS scores and customer feedback to drive future innovation at the company
• Work closely with the Customer Success team to ensure customers are utilising their systems and establish the uptake and continued usage of new products and features
• Manage renewals for your accounts
• Reduce customer churn by escalating any issues accordingly prior to becoming a retention problem and identifying accounts that are at risk

Job Requirements

• Proactively reach out to your accounts once a month to gain an NPS Score and feedback through calls, WhatsApp, and email.
• Manage any escalations from customers taking ownership of issues and managing through to resolve by liaising with other departments
• Understanding issues at a high level and being able to prioritise and escalate accordingly
• Managing the onboarding process from a customer care perspective to deal with any concerns raised by the onboarding department
• Escalating any at-risk customers to management to obtain guidance on the next steps
• Managing customer renewals and retention, having commercial awareness, and being responsible for customer churn within your accounts
• Handle basic customer complaints in a professional manner with the ability to empathise and understand pain points and concerns
• Updating the CRM system with all communication notes and next actions
• Work with marketing to provide continual customer education and awareness
• Ensure customers are informed of changes and improvements within the business
• Direct queries and requests to the relevant departments when required but always owning the feedback and relationship so there is one point of contact

QualificationsWhat you may have that would make you a success in this role:

• Previous experience in account management and retention
• Experience in taking ownership of customer issues and seeing through to successful resolution
• Excellent communication skills, both written and verbal, with a passion for customer service
• Ability to work under pressure in sometimes sensitive situations

Benefits

• 25 days holiday (plus bank holidays) per annum
• FlexiTime & Hybrid Working
• Subsidised Travel Scheme covering at least 75% of the cost of your commute
• Life Insurance - 24/7 life cover, 2x your basic salary
• Monthly food vouchers
• Bonusly reward and recognition platform
• Free fruit, drinks, breakfast, and lunch provided
• Discount on local restaurants and services
• Enhanced Leave Policies including Family & Sick
• Further qualifications, courses, and training
• Office social area, with pool, foosball, and table tennis tables
• Regular team-building activities and social events

If you are looking for a new challenge and keen to make a difference, please click "Apply" at the top of the page.

Keyskills :
Software House