Account Manager

About Information Security Forum

The Information Security Forum (ISF) is a UK based, independent, not-for-profit organisation supported by a Membership comprising of many of the world's leading organisations featured on the Fortune 500 and Forbes 2000 lists. We provide expert guidance to overcome the wide range of cyber, information security and risk management challenges which impact business around the world.

The ISF is guided by Members and governed by an elected Advisory Board following a shared constitution for collective benefit. Members benefit from peer community, practical solutions and actionable advice, research, and tools to achieve better cyber security for their organisation.

About the role

Reporting directly to the Head of Account Management, you will work as part of a collaborative team based across the UK, Greece and Portugal. This role is responsible for developing and maintaining strong relationships with both new and existing ISF Members through exceptional account management capabilities. You will proactively engage with Members to understand their priorities, uncover and prioritise their key challenges and demonstrate how ISF’s resources can support their needs. Where required, the position involves facilitating meetings with internal colleagues and subject matter experts to ensure Members receive a seamless, high-quality experience. You will also identify opportunities for ISF Consulting services and contribute to the development of tools and initiatives designed to enhance overall Member engagement and maximise the value of their Membership.

Please note that this role solely focuses on relationship management and does not involve new business acquisition.

Key responsibilities

• Actively carrying out calls with Members to keep in touch and participate in meetings (generally online) to ensure that you are providing an outstanding level of service.
• Working closely with colleagues to ensure that all customer engagement is coordinated appropriately.
• Accurately maintaining all details on the Salesforce customer records database.
• Dealing with any complaints effectively, whilst ensuring that an effective resolution is found.
• Learning about the company's specialist products to ensure Members are making full use of all the ISF services available.
• Provide excellent service to maintain positive reputation of the business.
• Deliver presentations and attend one-on-one meetings with Members to explain services to guide their choices.
• Understand the problems and challenges of Members and identify ways the business could better address those needs.
• Responsible for maintaining the security of ISF Information assets, as directed by the Information Security Policy, associated policies and the security education, training, and awareness programme.

About you

We are seeking a confident and effective communicator with a strong commitment to delivering a high standard of customer service. This role is well suited to an individual with an engaging and personable approach, who will act as a key liaison between ISF and its Members, ensuring a consistently positive experience and high levels of Member satisfaction. The successful candidate will be proactive, dependable and enthusiastic about ISF’s Membership offering and services. You will be comfortable building and maintaining long‐term, mutually beneficial relationships with Members as well as working collaboratively with colleagues across the ISF team.

Essential requirements and skills

• 1-2 years’ of experience in an account management or client relationship management role.
• Excellent verbal and written English.
• Strong presentation and public speaking skills, with confidence engaging stakeholders at all levels.
• Well-developed interpersonal skills, with the ability to build and maintain effective professional relationships.
• Proven track record of delivering high-quality customer service.
• Solid understanding of relationship management best practices.
• Ability to address challenges with a constructive, solution‐led mindset.
• Willingness to develop a comprehensive understanding of ISF’s services and wider business.
• Member‐focused attitude with a positive, service‐driven approach.
• Flexibility to travel within the UK and internationally as required.

Desirable requirements and skills

• Experience with Salesforce or a similar CRM platform.
• Second language to English would be a plus.
• Knowledge of Cyber Security or Information Security would be beneficial although full and ongoing self-managed training resources will be provided.

What we offer

• Competitive salary and discretionary annual bonus.
• Working hours: 35 hours per week.
• Hybrid working model – minimum 2 days per week in the London office.
• 26 days holiday.
• Learning and development opportunities.
• Attend the ISF World Congress (every year in Autumn).
• Company pension scheme.
• Company sick pay scheme.
• Private healthcare including remote GP services, optical, dental and discounted gym membership.
• Employee assistance programme.
• Life assurance.
• Income protection.
• Cycle to Work scheme.

Due to the high volume of applicants, we regret that we cannot respond to all unsuccessful candidates. If you are selected for the first stage screening interview, we will aim to contact you within 3 weeks of your application.