Account Manager

We’re looking for an experienced and commercially minded Account Manager to join our Sales & Marketing team and take ownership of a high-volume portfolio of business customers. This is a key role focused on two things: building strong, long-lasting customer relationships and driving retention and growth across your account base. Managing a portfolio of approximately 1,000 accounts, you’ll use customer insight, segmentation and CRM data to make sure you’re focusing your time where it will have the greatest impact. You’ll proactively identify customers who may be a churn risk, plan ahead for renewals and uncover opportunities where additional Elevate services could genuinely support a customer’s business and IT objectives. You’ll be comfortable balancing the day-to-day needs of a busy account base with more commercially focused conversations around renewals, cross-sell and upsell opportunities. You’ll also work closely with colleagues across New Business and Service Delivery to ensure customers receive a great experience from the point they join Elevate and throughout their relationship with us. This is a hybrid role, and you’ll need to be within commutable distance of our Manchester HQ.

What you’ll be doing:

• Manage and develop a high-volume portfolio of business customers, building strong and lasting relationships.
• Proactively manage customer retention and renewals, identifying and addressing potential churn risks.
• Understand customers' business and IT needs and identify appropriate opportunities to introduce additional Elevate services.
• Deliver against agreed NRR, MRR and retention targets through effective account management, upselling and cross-selling.
• Use Salesforce and customer data to prioritise activity, manage opportunities and maintain accurate forecasts.
• Develop account plans for key customers, identifying needs, risks and opportunities for growth.
• Work closely with New Business and Service Delivery to provide a seamless customer experience.

About you:

• Proven experience in account management or relationship-based sales, with responsibility for revenue, retention or growth targets.
• Experience managing a large customer portfolio and effectively prioritising activity.
• Strong experience using Salesforce or a similar CRM to manage customers, pipeline and forecasting.
• Experience of customer renewals, retention and identifying upsell and cross-sell opportunities.
• Strong commercial awareness and confidence using customer data to identify risks and opportunities.
• Excellent relationship-building, communication and customer service skills.
• A proactive, organised and self-motivated approach, with the ability to manage competing priorities.

Experience within IT, networking, managed services or telecoms would be an advantage, as would previous experience developing ROI/business cases for technology or service solutions. The role is predominantly Monday to Friday; however, some flexibility will be required to attend occasional customer or industry events outside normal working hours, which may include overnight stays.

What you’ll get in return:

• 25 days annual leave, along with Bank Holidays. Option to purchase 5 additional days per year.
• Free Private Healthcare for yourself and discounted rate for family.
• Pension scheme and life assurance (4x your basic salary).
• A paid leave day dedicated to your well-being.
• Special bonuses for significant life events.
• Monthly breakfasts and team socials.