Senior Account Manager (Part Time)

Jobshop are delighted to be supporting a growing SaaS business in their search for an experienced, hands on Senior Account Manager. You’ll work directly with the MD and product team and have significant autonomy and take ownership of relationships with some exciting organisations. This is an incredibly exciting opportunity to genuinely influence what comes next.

You’ll help shape how the business approaches client success, account growth and customer experience, while staying close enough to the customers and product to see the impact of your work.

This is a part time role, offering 20 - 25 hours and flexibility as to how these hours are worked.

This is a hands-on role and the successful candidate will be trusted to take real ownership of client relationships, with the aim of ensuring that all customer accounts are successful.

Ideally, you will have previous SaaS experience and you will be a highly customer-focused individual, who enjoys owning and developing client relationships. You will enjoy taking responsibility for making sure customers feel supported and that they want to continue and grow their relationship with the business.

You’ll work with senior stakeholders and business leaders, so you’ll need to be confident and credible with clients.

You will be joining a small, growing technology business, which means you might spend the morning leading a client review, then update the CRM, improve an onboarding process, schedule LinkedIn content and share customer feedback with the product team.

We’re looking for someone who enjoys variety and who is highly organised, proactive and commercially minded, with the confidence to take ownership and make things happen.

What you’ll own

Client success and account growth.

You’ll take ownership of a portfolio of customers from onboarding onwards, becoming a trusted day-to-day partner to senior stakeholders.

You will deliver an exceptional client experience from onboarding and implementation through to ongoing account management.

• Help customers maximise the value they receive
• Lead regular client reviews and keep activity, actions and priorities moving.
• Build a strong understanding of what each customer is trying to achieve and how the business can support them.
• Proactively identify issues, risks and opportunities within accounts.
• Own renewals and identify appropriate opportunities for account growth, wider adoption and additional services.
• Help turn successful pilots and programmes into longer-term relationships.
• Develop happy customers into advocate through referrals, testimonials and case studies.

Customer operations and processes.

You’ll help to build stronger processes and create a customer operation that is organised, consistent and scalable.

• Take ownership of keeping the CRM accurate and up to date.
• Maintain clear records of customer activity, actions, opportunities and renewals.
• Improve onboarding, account management and renewal processes.
• Coordinate meetings and make sure actions are followed through.
• Help track customer adoption, success and account health.
• Spot inefficient ways of working and take the initiative to improve them.

Across the business

• Bring the customer voice into product and marketing.
• Customer voice & product
• Work closely with the product and technology team. Capture feedback and requests, spot recurring themes and feed useful customer insight into product discussions and the roadmap.

Marketing support

Support social and content calendar, publish across LinkedIn and Instagram, and turn customer successes, product developments and company news into useful stories.

About you

• Commercially aware, relentlessly organised and brilliant with people.
• Strong experience in account management, customer success, client partnerships or another client-facing role. Experience in SaaS would be beneficial.
• Loves looking after customers and takes genuine pride in creating an exceptional client experience.
• Builds warm, credible relationships with senior stakeholders
• Understands that great account management is both relationship-led and commercial.
• Has experience of retaining and growing B2B accounts.
• Exceptionally organised and dependable.
• A natural doer who gets satisfaction from making things happen.
• Comfortable moving between senior client conversations and practical administration.
• Confident with technology, CRM systems and digital tools
• Communicates brilliantly, both verbally and in writing.
• Proactive, resourceful and comfortable working with a high degree of autonomy.
• Enjoys improving processes and finding better ways of working.
• Genuinely happy to roll their sleeves up and help wherever needed.