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Senior Account Manager

MFK Recruitment
Closing date
1 Dec 2021

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Contract Type
Full Time
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We have an exciting opportunity for a Senior Account Manager to join a tech company in London.

The Senior Account Manager is a hybrid role, with 2-3 days per week remote offered.

About you:

We are looking for a Senior Account Manager [Customer Success] to oversee the retention and revenue growth of their client portfolio. You will be responsible for the day-to-day operation of our account management team, implementing best practices and procedures to ensure our clients are receiving exceptional levels of service and successfully using our product-suite.

The successful candidate will be required to work in collaboration with other teams, including sales, marketing, and product, and play an important ambassadorial role for the company as a trusted advisor to key clients. This is a senior position, reporting into management.

Senior Account Manager key responsibilities:

  • Oversee and run the account management function across the client lifecycle, including onboarding, training, customer success and renewal.
  • Recruit and build the account management team, including adoption of appropriate tools and technologies to optimise processes and insights, improve retention, and grow existing volumes.
  • Manage the relationship with key clients to ensure ongoing engagement and timely renewal, while maintaining high levels of client satisfaction.
  • Training, coaching, and improving the account management team, including performance management where needed.
  • Analyse data and report to management on the effectiveness of systems and processes.
  • Identify opportunities for up-selling and present realistic revenue forecasts.
  • Devise, implement and monitor KPIs for the account management team, measuring performance against these.
  • Own the CRM and client success databases.
  • Own the preparation, and play a key role in the ongoing development, of client documentation including demonstrations, presentations, and contracts.

Marketing & Product:
  • Provide feedback and advice to marketing and product teams as required to help develop and improve the companies offering for clients and drive retention / renewals.
  • Notify appropriate stakeholders of any major campaigns / strategies being deployed by competitors.
  • Liaise between clients and the product team in respect of new features and major upcoming feature releases.
  • Stay on top of product developments within the wider market and feedback to product teams accordingly.

Senior Account Manager Essential Skills + Experience:
  • At least 7 years' experience in customer success or account management, consistently exceeding growth targets, with at least 3+ years in a management role.
  • Experience in building account management or customer success function, with a thorough understanding of methodologies, requirements and processes needed for quick success.
  • Experience of working in a fast-paced tech scale up, with proven ability to multi-task, move very quickly and get things done.
  • Understanding of customer contracts and pricing structures.
  • Good understanding of P&L and experience in making commercial decisions.
  • Analytical, with excellent knowledge of leading CRMs and an eye for data.
  • Self-starter, hard worker and well-organised.
  • Excellent relationship-building and communication skills.

  • Highly competitive salary. They believe in fair rewards for good work.
  • Remote working
  • Holiday Perks. Claim a bonus holiday day for every year you are with them, plus extra time off between Christmas and New Year.
  • Flexible Hours. Manage your hours in a way that suits you.
  • Professional Autonomy. Build a career around what you believe in.
  • Inclusive Culture. Fun and dynamic with regular socials.
  • Referral bonus
  • Pension scheme
  • Discounted/free tickets for events
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