Customer Growth Account Manager (HF1307806)

Role Purpose:

A Customer Growth Account Manager is responsible for the retention and expansion of their set of accounts. Through account and territory management they build and maintain client relationships, acting as the primary point of contact to ensure client satisfaction and identifying opportunities for account expansion. Key responsibilities include: acting as a client liaison, managing the sales pipeline, coordinating with internal teams, and developing strategies for growth through upselling, cross-selling, and retaining existing clients. This role requires strong communication, negotiation, and strategic planning skills, along with a deep understanding of client business objectives and industry trends.

Responsibilities:

• Maintaining a clean and accurate, up-to-date pipeline of 200+ accounts, ensuring all customer and sales activity data is accurately entered and maintained in Salesforce.
• Accurately forecasting a pipeline of renewal and expansion opportunities, working the pipeline to achieve monthly team sales targets.
• Managing contract renewals and addressing concerns to reduce churn, keeping clients satisfied and loyal
• Developing and implementing strategies to increase revenue from existing accounts through upselling and cross-selling additional products or services.
• Communicating to customers the value of products, building relationships, gathering feedback, and addressing customer concerns.
• Liaising with customers via emails and phone calls, ensuring all communication is professional, appropriate and within the SLAs.
• Creating and maintaining a territory plan and setting up account maps for any strategic accounts.
• Collaborating with internal teams to execute territory and account plans and provide feedback to management on client needs and market trends.
• Staying informed on product knowledge and sales skills through formal training, provided and through self-study.

Skills:

• Strong ability to manage multiple accounts and prioritise tasks effectively
• Excellent verbal and written communication skills for customer interactions, negotiations, and team collaboration
• Strong ability to engage customers, understand their needs, and effectively communicating our value proposition
• Proven negotiation skills to manage client expectations and company offerings
• Developed understanding of sales strategies, customer needs, and market analysis
• Ability to work effectively both independently and collaboratively within a sales team and with other departments

Knowledge:

• Knowledge of CRM systems, Salesforce especially useful
• Knowledge of sales methodologies
• Some knowledge of the software industry beneficial

Behaviours:

• Uses analytical skills to find details of existing customers and potential contacts for renewals and expansion opportunities
• Manages their full account portfolio and all opportunities with a high level of attention to detail
• Professionally and competently communicates with clients via email, calls and business reviews
• Manages a pipeline according to priorities based on close date, size of deal and customer
• Works closely within the wider Sales/Operations Team, contributing ideas and assisting other team members as appropriate
• Provides internal feedback and suggestions on sales processes and systems
• Collates trends from client feedback and escalates this internally
• Motivates and manages themself without requiring intervention from a manager