Account Manager in Twickenham

Overview

ABOUT THE JOB

This role can be based from either our Twickenham or Gloucester office, operating under Haymarket's Hybrid Working Policy.

Working within Planning

Haymarket Media Group is a global specialist media, information and events business, connecting professional communities through trusted content and insights.

As part of Haymarket, The Planning Network equips UK law firms, local authorities and planning professionals with the business‑critical intelligence, legislative updates and market insights they need to stay ahead. As a proudly Certified B Corp™, we combine commercial success with a purpose‑driven culture.

The Role

• We are looking for a high‑performing, commercially sharp Account Manager who is responsible for managing and developing a portfolio of customer accounts, driving subscriber retention, revenue growth and long‑term customer value.
• Working with a diverse client base, including planning consultancies, architects, law firms and SMEs, the role builds strong customer relationships, identifies opportunities to expand existing accounts and supports targeted new business activity.
• Acting as a trusted partner to customers, the Account Manager promotes the full range of The Planning Network's products and services, including premium and innovative AI solutions, helping clients maximise the value of their subscription while contributing to the organisation's commercial objectives.

Responsibilities

• Manage and develop an established B2B client base portfolio of customer accounts, building strong relationships to maximise customer retention and long‑term value.
• Identify opportunities to grow existing accounts through renewals, upselling, cross‑selling and targeted business development activity.
• Promote the full range of products and services, demonstrating their value proposition to customers and supporting commercial growth.
• Develop and manage a pipeline of prospective customers, identifying new business opportunities and converting leads into long‑term relationships.
• Deliver customer onboarding, training and engagement activities to maximise product adoption and user engagement to boost customer satisfaction and long‑term subscription loyalty.
• Maintain accurate customer records, manage sales activity and resolve account and invoicing queries in a timely manner.
• Collaborate with colleagues across the DCS, Sales and customer success teams to share knowledge, provide support and contribute to the achievement of business objectives.

Skills / Experience / Knowledge / Minimum Criteria

Knowledge

• Good understanding of B2B sales, account management and customer relationship management principles, with the ability to build long‑term client partnerships.
• Knowledge of consultative selling techniques, including negotiation, influencing, objection handling and communicating value to a range of stakeholders.
• Understanding of customer retention, account growth and new business development strategies within a commercial environment.
• Knowledge of subscription‑based products and services, and an appreciation of how specialist content, information, events and digital solutions create value for customers.
• Awareness of the specialist media, information and events sector, and the role trusted insight and market intelligence play in supporting customer success.
• Knowledge of the planning, property or built environment sectors, or the ability to quickly develop an understanding of these markets, would be advantageous.

Skills

• Strong account management, sales and negotiation skills, with the ability to identify opportunities to retain, grow and maximise customer value.
• Excellent communication, presentation and relationship‑building skills, with the ability to influence and engage stakeholders at all levels.
• Strong commercial awareness, with the ability to understand customer needs, identify opportunities and recommend appropriate solutions.
• Excellent organisational, planning and time management skills, with the ability to manage multiple accounts, prioritise competing demands and deliver results in a fast‑paced environment.
• Strong problem‑solving and decision‑making skills, using customer insight and commercial judgement to resolve issues.
• Proficient in using CRM systems, Microsoft Office applications and other business tools to manage customer activity, maintain accurate records and monitor performance.

Experience

• Experience managing and developing customer accounts within a B2B sales or account management environment.
• Experience driving customer retention, account growth and new business development through effective relationship management.
• Experience working with subscription‑based products, information services, media or other commercial solutions.
• Experience managing a diverse portfolio of customer accounts.
• Experience working in a commercially focused, target‑driven environment.
• Experience using CRM systems and sales reporting tools to manage customer activity, maintain accurate records.

About You

• Customer‑focused and committed to delivering an excellent client experience.
• Commercially aware and proactive in identifying opportunities.
• Collaborative and inclusive in the way you work.
• Accountable, reliable and professional.
• Adaptable and resilient in a fast‑paced environment.
• Curious and committed to continuous improvement.
• Results‑driven and acts with integrity.

What Success Looks Like

• Delivering a positive client experience and supporting long‑term retention.
• Successfully managing and growing a portfolio of accounts, identifying opportunities to increase value and support commercial growth.
• Supporting the delivery of account revenue and commercial growth objectives.
• Developing a strong understanding of customer needs and using insight to recommend relevant products and solutions.
• Collaborating effectively with colleagues across sales, customer and wider business teams to achieve shared objectives.
• Contributing to continuous improvement by identifying opportunities and helping to enhance customer experiences.

Additional Information

Benefits

• 25 days holiday per year excluding bank holidays (increasing 1 day per year of service up to 30 days)
• Work from anywhere in the world for up to 3 weeks of the year with our Work from Anywhere days
• Flexible working hours (core hours from 10‑3) allowing you the flexibility to adapt your work schedule to your personal commitments
• Generous contributory pension scheme
• Health Cash Plans: With our health cash plans, you can access a range of healthcare benefits, including coverage for medical expenses, dental care, optical services, and more
• Disability Confident Employer: We are a Disability Confident employer and offer guaranteed interviews to all disabled applicants who meet the above minimum criteria.

We are an equal opportunities employer and are committed to ensuring all candidates have the same opportunity to succeed, regardless of sex, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age, or disability. In line with our dedication to fairness and transparency, we are also proud to be a We Show the Salary employer, pledging to always include pay details on our job adverts.