POSITION SUMMARY

As a Senior Account Manager in the Customer Success and Growth team, you will be responsible for the overall growth of revenue from existing customer accounts in strategic industry verticals. You will be required to drive cross-selling and up-selling activity within the portfolio, whilst minimising revenue churn across all accounts under your management. Acting as the main point of contact for customers through all growth related conversations and activities, you will be accountable for ensuring excellent customer experience across the end to end lead to order process, coordinating inputs from other teams and functions as required.

ROLE MISSION

Claranet UK’s strategy is to grow primarily from our existing customer base and to ensure consistently excellent experiences across all customers. As a Senior Account Manager you will play a critical role in driving both of these strategic objectives within strategic industry verticals through the proactive management of customer relationships.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Build and maintain excellent relationships with customers in accounts under your management by understanding their needs, ensuring exceptional service and seamless customer journeys
• Facilitate knowledge sharing between Senior Account Managers and Customer Success Managers responsible for supporting the same customer accounts to ensure a cohesive approach and optimal customer outcomes
• Identify and nurture opportunities to grow revenue across the accounts under your management through cross-selling and up-selling, leveraging knowledge of Claranet UK’s full portfolio of products and services and support from relevant Sales Specialists where necessary
• Develop and maintain an understanding of relevant industry verticals and market trends
• Work closely with the Managed Accounts Lead on account development plans
• Collaborate with the Marketing team on account based marketing
• Partner with the Bid Management team to progress bid activity for growth opportunities identified
• Implement strategies to minimise revenue churn and improve customer experience
• Manage budgets and financial forecasts for accounts under your management
• Provide regular updates to the Managed Accounts Lead on performance, revenue growth, customer satisfaction and other KPIs.