Head of Account Management

Preston Farm Business Park, Stockton-On-Tees

Contract Type:

Permanent

The Role

We are seeking an experienced, commercially-minded and relationship-focused individual to join our team as Head of Account Management. You will lead our Account Management function, with overall responsibility for client relationships, client satisfaction, retention, account growth and new-business development.

You will lead and develop the Account Management team, maintain senior relationships with key clients and support sustainable growth across both existing and new clients. The role will suit someone who combines strong commercial awareness with a relationship-led approach and is focused on building strong, long-term client partnerships.

Responsibilities

• Lead the Account Management function, providing clear direction and developing and coaching Account Managers to take ownership of their client relationships, understand service performance and proactively manage client expectations and retention risks.
• Lead new-business development and acquisition, ensuring opportunities are aligned with client requirements and Lemon’s operational capabilities.
• Lead and support larger, strategic and complex new-business opportunities, including prospect meetings, discovery, presentations, proposals, tenders and commercial discussions.
• Lead the new-business pipeline, sales forecast, pricing and commercial proposals, ensuring opportunities are accurately recorded, appropriately progressed and aligned with Lemon’s commercial and operational capabilities.
• Ensure a proactive, consistent and client-focused approach to relationship management, service performance and retention across the Account Management function.
• Have overall responsibility for client satisfaction and retention, ensuring client expectations, contractual commitments and service standards are understood and effectively managed.
• Oversee the performance of the client portfolio, ensuring Account Managers regularly review service delivery, KPIs, client feedback and emerging risks, working with Operations to address concerns and improve performance.
• Develop and maintain senior-level relationships with key and strategic clients, acting as a senior point of escalation and ensuring issues are managed professionally and effectively.
• Ensure regular, meaningful client reviews take place, with clear actions, accountability and follow-through.
• Work collaboratively with Operations and Training & Quality to identify recurring service issues, support continuous improvement and ensure client feedback informs operational development.
• Drive the development of existing client relationships, identifying opportunities for additional services, increased resource, broader partnerships and other value-adding solutions.
• Ensure accurate and effective use of Zoho CRM to maintain client activity, opportunities, pipeline information and account actions.
• Work collaboratively with Operations to support the effective handover and mobilisation of new clients and additional services.
• Provide regular reporting to the Senior Leadership Team on client satisfaction, retention, account growth, new-business activity, pipeline, sales forecast and key risks or opportunities.
• Represent Lemon at senior client and prospect meetings, networking opportunities and relevant industry events, supporting the development of strong client and commercial relationships.

Our ideal candidate will have…

• Proven experience of managing senior client relationships and building strong, long-term client partnerships
• A strong track record of client retention, account development and identifying opportunities to strengthen and grow existing client relationships
• Experience leading, managing and developing an Account Management, Client Services, Business Development or similar commercial team
• Strong understanding of client needs, relationship management and delivering a high-quality client experience
• Strong commercial awareness with a relationship-led approach and the ability to balance client needs with business objectives
• Excellent communication and presentation skill with the ability to build credibility and effective relationships with senior stakeholders
• Experience managing new-business opportunities, sales pipelines, forecasts, proposals and commercial discussions
• Excellent organisational skills, with the ability to manage multiple client relationships, priorities and opportunities

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