Senior Account Manager in London

Multi-award-winning managed hosted solution provider Base Media Cloud is seeking an experienced Senior Account Manager to join our team and help drive the growth of our fast-growing company. As a Senior Account Manager, you will take ownership of managing key accounts, nurturing relationships with customers, acting as a strategic partner and trusted advisor, whilst managing communication externally and internally with key stakeholders for maximum customer satisfaction and long-term retention.

You will work closely with cross-functional teams—including sales, marketing, technology, and customer enablement teams—to service client needs and business goals. Your responsibilities will include continuous account management for existing services, identifying and pursuing opportunities for upselling and cross-selling, developing tailored strategies that align with customer objectives, and ensuring a seamless and positive customer experience throughout the entire lifecycle.

A core part of your role will be to monitor account health, proactively address potential issues, and drive initiatives that support long-term customer satisfaction, loyalty, and retention. By building strong, value-driven partnerships, you will contribute directly to the growth and success of both your clients and our business.

Key Responsibilities:

• Build and maintain strong relationships with key decision makers within assigned accounts, visiting customers in-person and on-site for meetings and service reviews as required, including senior stakeholder management.
• Identify, develop, and pursue new revenue opportunities within existing accounts, including upsell, cross-sell, and expansion of cloud service offerings, anchored around customer workflow outcomes.
• Serve as the primary point of contact for assigned customers, ensuring seamless communication, effective issue resolution, and high levels of satisfaction across the managed service provided.
• Develop and maintain detailed account plans outlining client goals, current environment, growth potential, and competitive threats.
• Meet revenue growth and performance targets through strategic account development and customer success initiatives.
• Collaborate with internal teams—sales, marketing, Customer Enablement, support, and engineering—to develop and execute account plans that align with both customer objectives and company goals.
• Analyse customer usage data, support trends, and metrics to proactively identify growth opportunities, service improvements, or potential risks to account health.
• Conduct periodic service reviews and operational check-ins to assess service performance, identify technical gaps, and recommend enhancements aligned with customer strategy.
• Lead and negotiate contract renewals and service agreements, ensuring account retention while identifying opportunities to increase value delivered to the customer.

Skills and Attributes:

• Experience managing multiple mid-market to enterprise tier accounts, ideally in a media services, SaaS, cloud services, or technology environment.
• Good technical aptitude with the ability to quickly learn and effectively communicate technical concepts to a diverse customer base – supported by expert colleagues.
• Experienced in handling complex negotiations, renewals, and service agreements with a range of clients.
• Good understanding of the media technology landscape and the ability to articulate the value of our solutions.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with key stakeholders, communicate technical concepts in non-technical language, to resolve conflicts, misunderstandings and disagreement constructively.
• Excellent attention to detail, documentation and data analysis.
• Ability to think strategically, identify opportunities, and develop creative solutions to drive growth.
• Self-starter with a strong work ethic and the ability to work independently in a fast-paced environment.
• Good analytical and problem-solving skills with the ability to identify issues or problems early, gather requirements and proactively enable the delivery of high-quality solutions.

Benefits:

• Staff Savings Benefits Scheme – Access to exclusive discounts and savings through the 360 Wellbeing App.
• Fora – Events and Benefits – Access to a range of events, activities and employee benefits.
• Employer Pension Scheme – We match your pension contributions up to 5% every month.
• Death in Service (DIS) Insurance – Life insurance cover equivalent to four times your annual salary.
• 25 Days' Annual Holiday – Enjoy 25 days of annual leave.
• Refer a Friend Scheme – Receive a referral payment when you successfully recommend a new colleague.

Base Media Cloud provides Connected Content Platforms to customers operating across multiple verticals including Media & Entertainment, News Media & Magazine Publishing, Brands, Agencies and enterprise video, enabling users to securely ingest, manage, create, transform, master and deliver media content at scale. Our one provider model combines Workflow Services, Workflow Software and Workflow Infrastructure, wrapped under a singular managed service model – reducing complexity and cost for customers, whilst enabling them to scale up their video and multimedia operations.

The culture at Base Media Cloud is a core aspect of the business. The following values underpin the day-to-day working culture at the company:

• We are bold.
• We are honest.
• We are empathetic.
• We are collaborative.
• We are curious.

Please note - Base Media Cloud cannot support sponsorship requests, and all candidates must have the legal right to work in the UK. Base Media Cloud is an equal opportunities employer and does not discriminate on grounds of sex, sexual orientation, marital status, race, colour, ethnic origin, disability, age or political or religious belief in its recruitment or other employment policies.