Account Management Coordinator
About Infodesk: www.infodesk.com
Infodesk is the leading enterprise intelligence management SaaS platform, serving more than 150 organisations across Life Sciences, Insurance, Consulting, Finance, Manufacturing and other key sectors. Infodesk's proprietary "Smarter Data" technology gathers, normalises, enriches and summarises content from external and internal sources to deliver business-critical insights that help clients increase their competitive awareness, mitigate risks and make confident data-driven strategic decisions.
About the Role
Infodesk is looking for a confident, well-organised, process-orientated team player to join our Account Management function in a role focused on supporting operational tasks that drive customer experience excellence, retention, and growth.
You will also manage a small portfolio of customer accounts which will include, but is not limited to, direct client engagements and core account management responsibilities.
Core Responsibilities
Account Management Operations & Team Support
- A significant portion of this role will focus on enabling the Account Management team to operate efficiently and effectively across their client portfolios.
- Conducting platform usage analysis and reporting to help identify engagement trends, risks and growth opportunities
- Maintaining CRM governance by the account management team on records, account documentation and reporting
- Coordinating across internal teams including Sales, Product, Information Strategy, Customer Success and Support, to ensure client requests are tracked and coordinated internally to resolution in a timely manner
- Helping identify best practices and scalable processes that improve how the Account Management team operates
- Supporting the creation and maintenance of Mutual Success Plans for key clients
- Share insights from account activity to help improve product development and service delivery
- Help monitor account health indicators and highlight potential risks or opportunities
Account Ownership
- Acting as the primary point of contact for a select group of clients
- Conducting regular check-ins and supporting client engagement
- Monitoring platform usage and ensuring clients are deriving value
- Coordinating internally to resolve issues or optimise platform usage
- Supporting the renewal process for your assigned accounts
Required Skills and Experience
- This position is ideal for someone with 3-4 years of experience in account management or customer-facing roles within a SaaS or subscription-based business, who enjoys the organisational, analytical and coordination side of account management.
- Experience supporting B2B customer relationships and recurring revenue accounts, including experience preparing QBRs and renewal documentation
- Experience working in roles that combine client interaction with operational coordination
- Highly organised with strong attention to detail
- Strong project coordination and administrative capabilities
- Comfortable working with data, reporting and account metrics
- Strong communication and relationship-building skills
- Ability to manage multiple priorities across a team environment
- Proactive mindset with a willingness to support and enable colleagues
- Confidence participating in client calls and presentations
- Comfortable working with complex platforms or AI-enabled products
Nice to Have
- Experience supporting enterprise or strategic accounts
- Familiarity with Salesforce