At a Glance
- Tasks: Manage client accounts and drive customer success through strategic relationships and upselling.
- Company: Join a leading property data services company with a focus on innovation.
- Benefits: Enjoy generous leave, wellness perks, and a supportive work environment.
- Other info: Collaborative team culture with opportunities for professional growth.
- Why this job: Make a real impact in the property sector while developing your career.
- Qualifications: Experience in B2B account management and strong communication skills required.
The predicted salary is between 50000 - 60000 £ per year.
Description
Hometrack delivers market leading valuation, automation, property risk and market intelligence services across the property and financial industries.
The Data Services team works with 100s of customers across the property sector ranging from mortgage lenders, house builders, investors, fin & proptech, insurers, telco, retail and utilities, as well as others involved in the housing market.
Our mission is to inform decision makers by putting the UK’s most trusted property data and insights at the heart of the property ecosystem.
Our market intelligence and customer acquisition, retention and engagement solutions are relied upon by leading industry professionals.
Data Services has a diverse product range covering market, property and mover intelligence, delivered through varying mechanisms including data platforms, reports and APIs, providing maximum flexibility when matching our customers’ needs to the most effective data solution.
We are looking for an experienced and innovative Account Manager to join Hometrack’s Data Services division.
You will be responsible for strategically managing a portfolio of client accounts and end-to-end account management from onboarding through to implementing our customer success practices across your account base.
You will take ownership of your renewal pipeline, hitting retention and expansion targets across your portfolio.
With a strategic focus that aligns with our business goals and strategy, you will implement account plans for customers to develop strong trusting relationships and truly understand the needs of our customers.
You will successfully upsell into your existing customer base and demonstrate strong abilities to engage with, present to, and manage relationships at a Senior level.
This role involves cross-functional collaboration across the Data Services division, requiring strong stakeholder management skills and the ability to champion our customers to support with product development, delivery and operational excellence.
Finally, being a team player and working collaboratively with your peers and colleagues is critical to the success of this role, adopting a ‘Think Hometrack First’ mindset.
Responsibilities
- Strategic Account Management, Retention & Upsell
- Owning and managing strategic relationships across your portfolio of customers, engaging up to senior/c-suite level decision makers with a proactive approach
- Implementing and owning account plans to build out stakeholder relationships, identify account expansion opportunities and pain points
- Full ownership of your portfolio management across retention, expansion and upsell
- Weekly reporting on renewal and upsell pipeline
- Daily Salesforce activity for contract admin, client communication, pipeline management and reporting
- Working with customers to understand their success measures and ROI, to ensure our solutions align with their desired outcomes
- Demonstrate compelling value propositions to customers that continue to drive value over time, resulting in longer term commitment and increased contract value
- Supporting the Head of Account Management with Tier 1 Account Management
- Customer Success
- Demonstrating and promoting customer success practices across Data Services
- Utilising the customer success playbook to effectively manage your portfolio and drive engagement, product stickiness and customer satisfaction
- Foster a data driven approach, leveraging customer usage and behaviour insights to identify opportunities to increase value and stickiness
- Supporting the Head of Account Management to implement the customer success playbook and adopt customer feedback mechanisms to measure satisfaction (e. g.
- NPS), to create tangible actions for continuous product and service enhancement
- Operations and Stakeholder Management
- Championing our customers to internal stakeholders to ensure we deliver a best-in-class service with robust data quality
- Work cross-functionally across the Data Services team to relay customer feedback to increase value, customer engagement and user experience
- Demonstrating exceptional organisational, prioritisation and effective communication skills to collaborate effectively with peers to reach our common strategic business goals
- Taking initiative to improve operational efficiency, ways of working and cross-functional collaboration
Requirements
- Indepth B2B Account Management or Customer Success experience
- Proven experience of strategic account management, engaging with and building credibility at a senior level
- The ability to establish and develop strong relationships with customers and internal stakeholders
- A proven track record of managing a renewal pipeline, successfully hitting retention/expansion targets and identifying upsell opportunities
- A data-driven mindset, with the ability to leverage data tools into impactful customer insights
- Experience implementing and executing customer success playbooks
- Excellent communication and presentation skills
- Strong stakeholder management and experience working cross-functionally
- Ability to shape operational processes and define account strategies
- Ability to think innovatively, take initiative and be proactive
- Experience using a CRM system and working with either Google or Microsoft suite
- A strong and robust work ethic with the ability to adapt in a fast-paced dynamic environment
- Experience working in B2B data solutions, or within the wider property or insurance industry is preferential
Benefits
- 25 days annual leave + additional days for long service
- Day off for good deed day, and digital detox day
- Cycle to Work and Electric Car schemes
- Free Calm App membership
- Enhanced parental leave
- Fertility treatment financial support
- Group income protection and private medical insurance
- On-site gym in London
- 7.5% employer pension contribution
- Discretionary annual bonus up to 10%
- Talent referral bonus up to £5,000
Senior Account Manager in London employer: Hometrack
Hometrack is an exceptional employer that champions innovation and collaboration in the financial services sector. With a strong focus on employee well-being, we offer flexible working arrangements, generous leave policies, and comprehensive benefits, including enhanced paternity leave and financial support for fertility treatments. Our vibrant work culture fosters professional growth through continuous learning opportunities, making it an ideal environment for Senior Machine Learning Engineers to thrive and contribute to meaningful projects.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Account Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Hometrack. 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 Hometrack 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 Senior Account Manager in London
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 Hometrack:Your cover letter is your chance to shine! Tell us why you want to work at Hometrack 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 Hometrack!
How to prepare for a job interview at Hometrack
✨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.
