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Account Manager

ACS Performance
Closing date
9 Feb 2022

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Contract Type
Full Time
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As the Account Manager, you will help grow and manage a portfolio of customers and contracts, primarily within the Digital Cinema sector but with the opportunity to manage accounts within our other sectors too.

Customer management
  • Growing customer relationships, engagement, and revenues.
  • Overview of compliance with contractual SLAs, KPIs and satisfaction surveys; ensuring customer expectations are met. Developing corrective action plans as and when necessary, in conjunction with the operations team.
  • Analysis and presentation of reporting in line with contractual requirements within the agreed timescales.
  • Pro-active management of customer escalated issues and follow up of all actions resulting from internal or external meetings.
  • Plan and lead regular internal and external meetings as required to drive the commercial success of your customer base.
  • Maintain accurate documentation and actions plans in line with ISO processes

Business retention and development
  • Identification of opportunities to expand business with the allocated customers.
  • Understanding of customer decision making people, processes and influencers.
  • Understanding of competitive landscape for both the customer in their market and for the company within the customer.
  • Drive customer contract renewal process, maximising business retention.
  • Close co-operation with Business Development team within overlapping market sectors to share market intelligence and work in partnership on developing business within covered accounts.

Operational support
  • Regular liaison with operational teams to communicate any operational matters arising from customer review feedback.
  • Ensuring that the operational teams have full visibility of customer contract changes, projects or price revisions.
  • Providing the escalation point for the operational teams for end user requests outside of contractual terms and for commercial issue resolution.

Project management
  • Create bandwidth and capacity to assist Business Development with onboarding new business
  • Deliver project management for onboarding new customers and any existing customer projects.

Financial management
  • Ensure all financial billing and invoicing is accurate and reflects any changes to the customers supported equipment and the contract pricing.
  • Ensure all contractual price increases are notified to the customers and applied in good time of any deadline or contract anniversaries.
  • Profitability - understanding P&L of client with the company; regular monitoring and discussion with finance where necessary; aware of monthly variations, spikes in costs (e.g. travel, training costs) and the reasons for this. Alert to opportunities to improve profitability.
  • Ensure all annual price increases/adjustments that are contractual are processed efficiently; liaise with financial, legal and operational teams where necessary.
  • Responsible for proper documentation of contract change information (CCNs).

We would love to speak to anyone for the Account Manager position, who has the following experience:
  • Ability to create strong customer relationships.
  • Excellent communication skills.
  • Excellent interpersonal relationship skills.
  • Business and industry knowledge/awareness of the Cinema sector or technical account management.
  • Organisation, planning and project management skills
  • Proactivity and persistence.
  • Strong influencing and negotiation skills
  • Ability to meet deadlines and work under pressure
  • Strong customer service focus

Additional Requirements:
  • Must have a current up to date passport or be able to apply for one immediately. A full clean driving licence is required. Core 37.5 hours per week Monday - Friday. Role will be office and home based and you must be no more than 1.5 hour commute from the office.
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