You will help create sustainable processes that ensure our customers are not just satisfied, but thrilled with our services, leading to strong retention and lasting loyalty.

In this crucial role, you will contribute to the success and continuity of our Key and Managed accounts. Your proactive efforts in monitoring account health, enhancing customer experiences, and promoting retention will have a direct influence on our company’s growth and revenue. By collaborating closely with Customer Success Managers and various teams, you’ll be instrumental in nurturing robust customer relationships and driving success for everyone involved.

Requirements

Account Health Checks:

• Conduct regular and thorough account health assessments for Key and Managed accounts
• Identify opportunities for improvement and growth, proactively addressing potential issues
• Proactively manage unearthed customer-impacting issues to a resolution to safeguard the portfolio
• Identify at-risk accounts and formulate action plans to mitigate churn risks

Customer Experience Enhancement:

• Act as a trusted partner for our Managed and Key Accounts – building rapport with key contacts
• Collaborate with Customer Success Teams to create exceptional customer experience

Cross-Functional Collaboration:

• Work closely with cross-functional teams to align strategies and ensure a unified customer experience
• Remain considerate of all workstream business objectives and commercials

Customer Advocacy and Feedback Loop:

• Identify customer advocates within the portfolio to leverage their support in driving growth and referrals
• Gather customer feedback and share it with relevant teams for improvement and service enhancement

Benefits

• 23 days’ holiday + Bank Holidays
• Company Pension scheme
• Company Sick Pay (after qualifying period)
• Cycle to Work scheme available
• Employee rewards and discounts
• Option to join Health Care Cash Plan
• 24/7 365-day access to Employee Assistance Programme through Health Assured
• Access to on-going learning and development with our online learning platform
• Free onsite parking
• Life Assurance