At a Glance
- Tasks: Manage customer accounts and deliver exceptional service throughout the customer lifecycle.
- Company: Dynamic B2B software company based in Newcastle-upon-Tyne.
- Benefits: Competitive salary, commission, and opportunities for professional growth.
- Other info: Collaborative culture with a focus on career development and customer satisfaction.
- Why this job: Join a team that values customer relationships and drives business success.
- Qualifications: Experience in account management or customer service in a B2B environment.
We are recruiting an Inside Account Manager to join a B2B Software company based in Newcastle. This position plays a pivotal role in supporting the Head of Revenue and the wider Revenue Team by combining efficient administration with the proactive coordination and management of a portfolio of customer accounts.
Key responsibilities:
- The role is responsible for delivering an exceptional customer experience throughout the entire customer lifecycle, from onboarding handover through to ongoing account management, customer care, renewals, and identifying opportunities for account growth.
- Acting as the primary day-to-day contact for assigned customers, the Inside Account Manager develops strong, long-term relationships by understanding customer needs, providing timely account support, and coordinating internal resources to ensure customers maximise the value of the company's products and services.
- A key aspect of the role is conducting regular customer care calls to maintain engagement, gather feedback, monitor customer satisfaction, identify support requirements, and strengthen relationships.
- These proactive conversations help ensure customers receive continued value from the company's products and services while supporting customer retention and identifying opportunities for renewals, upselling, and cross-selling where appropriate.
- Alongside account management responsibilities, the Inside Account Manager oversees the efficient administration of relevant Revenue Team activities, maintaining accurate customer records, processing quotations and orders, managing contracts and software licensing, coordinating subscriptions and renewals, and ensuring all documentation is completed accurately and in line with company procedures.
- Working collaboratively with the Head of Revenue, the Revenue Team, Accounts Payable, and other internal departments, the Inside Account Manager serves as a trusted point of contact for customer enquiries relating to products, services, licensing, subscriptions, billing, and account administration.
- The role ensures customer enquiries are resolved promptly, issues are escalated where appropriate, and communication remains clear, professional, and customer focused.
- The Inside Account Manager contributes directly to the achievement of the company's commercial objectives by supporting the Revenue pipeline, supporting successful customer onboarding, driving customer retention, managing renewals, identifying opportunities for upselling and cross-selling, and maintaining high levels of customer satisfaction.
- Through proactive customer care, effective CRM management, accurate reporting, and ongoing account planning, the role provides valuable insight to support business growth and strengthen long-term customer relationships.
Key skills and experience:
- Previous experience in an Account Coordination, Customer Success, Customer Service, or Account Management role.
- Experience managing customer relationships and delivering excellent customer service in a business-to-business (B2B) environment.
- Proven experience coordinating customer accounts, renewals, subscriptions, contracts, or software licensing.
- Experience using CRM systems to manage customer records, opportunities, and Revenue activity.
- Experience providing administrative support to a Revenue or commercial team.
- Confident handling customer enquiries and resolving issues in a professional and timely manner.
Inside Account Manager in Newcastle upon Tyne employer: Damia Group Ltd
Damia Group is an excellent employer for IAM Support Engineers, offering a dynamic work environment in Inverness where you can thrive within a specialist team dedicated to securing critical identity and access management services. With a strong focus on employee growth, the company provides opportunities for professional development and skill enhancement, all while fostering a collaborative and inclusive culture that values diverse backgrounds and experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Inside Account Manager in Newcastle upon Tyne
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Damia Group Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Damia Group Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Inside Account Manager in Newcastle upon Tyne
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Damia Group Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Damia Group Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Damia Group Ltd!
How to prepare for a job interview at Damia Group Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
