Account Manager in Salford

We are the team behind the AI-powered customer engagement platform that is transforming how businesses connect with their customers - turning every conversation into a revenue-driving moment. Our platform helps contact centre teams achieve their goals through intelligent automation, predictive insights, and seamless customer experiences. We build technology that empowers people, not replaces them. We are proud of our reputation for combining cutting-edge tech with down-to-earth people, we have big ambitions and a clear sense of who we are. Our culture is driven by our values: we take ownership, move fast, challenge the status quo, and learn constantly.

Working at MaxContact means being stretched; you’ll be trusted with responsibility early, expected to think commercially, and encouraged to act decisively. We don’t stand still, and neither will you. At the same time, we believe high performance only works in a safe, supportive environment. You’ll be surrounded by smart, driven people who want to see you succeed, who value openness and honesty, and who see mistakes as part of learning quickly and getting better. We are builders, problem-solvers, and customer champions who believe in innovation with purpose, human-first technology, and delivering results that matter. You’ll work alongside passionate colleagues building technology that directly impacts how thousands of businesses connect with millions of customers every day.

If you’re ambitious, curious, and excited by the idea of building something meaningful in a fast-moving tech business, we are looking for an ambitious and commercially driven Account Manager to join our growing sales department. The Account Manager (AM) is responsible for retaining and growing revenue across an assigned portfolio of customers, owning the commercial relationships post-sale. At MaxContact, Account Managers are value-led commercial owners accountable for Net Revenue Retention (NRR), customer outcomes, and predictive execution. This role sits at the intersection of customers, revenue, and internal delivery, with a strong emphasis on discipline, collaboration, and data quality.

Responsibilities

• Act as the primary commercial contact for assigned customer accounts
• Build and maintain trusted, multi-threaded relationships with economic buyers, champions, and executive sponsors
• Lead early, proactive renewal conversations to avoid last-minute negotiations
• Run structured account reviews (QBRs where applicable)
• Understand customer objectives and align MaxContact solutions to measurable business outcomes
• Clearly and credibly articulate the commercial value of MaxContact’s AI products

Customer Success

• Retention, adoption, onboarding
• Engineering/Solution architecture/Product (Customer feedback and roadmap alignment)
• Finance (Pricing, contracts, invoicing)
• RevOps (Process adherence, reporting, systems)

Process

• Own renewal, expansion, and upsell execution for a defined customer portfolio
• Deliver quarterly and annual Net Revenue Retention (NRR) targets
• Identify, qualify, and progress upsell and cross-sell opportunities using defined sales stages
• Support pricing changes and contract amendments in line with company policy
• Ensure customers are adopting agreed features and capabilities
• Partner with Customer Success to identify and mitigate adoption risks
• Work with Product and CS to convert customer outcomes into expansion opportunities
• Follow agreed sales stages, exit criteria, and governance consistently
• Maintain accurate, up-to-date opportunity and account records in Salesforce
• Forecast renewals and expansion with confidence, evidence, and consistency
• Ensure all commercial activity is visible, auditable, and predictable
• Use Salesforce as the single source of truth for renewals
• Adhere to CRM hygiene, reporting standards, and data governance expectations

Success Measures

• Net Revenue Retention targets achieved or exceeded
• High renewal rates with minimal churn
• Predictable, well-governed pipeline and accurate forecasting
• Strong customer satisfaction and long-term relationships
• Consistent Salesforce hygiene and process adherence
• Evidence of value-led selling (not discount-led renewals)

Values and Behaviours

• Strong commercial discipline and integrity
• Ownership mindset — accounts treated like a business you own
• Collaboration over silos
• Data-led decision making
• Curiosity, particularly around AI and emerging technology

Training and Enablement

• Structured onboarding (products, customers, systems)
• Salesforce and sales process training
• AI product and value proposition enablement
• Pricing and commercial negotiation frameworks
• Ongoing coaching, deal reviews, and enablement
• Access to playbooks, templates, and tools

Skills and Experience

• Experience in B2B SaaS Account Management or similar commercial role
• Proven experience delivering renewals and revenue growth
• Comfortable running commercial conversations with senior stakeholders
• Strong CRM discipline (Salesforce or equivalent)
• Ability to forecast accurately and manage pipeline effectively
• Experience in contact centre, CX, or AI-enabled SaaS
• Exposure to pricing changes and contract renewals in a scaling or PE-backed business
• Understanding of value-based selling methodologies

Benefits and Perks

• 25 days annual leave plus your birthday off
• Increased holiday entitlement with length of service
• Enhanced maternity and paternity packages
• Life insurance
• Enhanced pension options
• Company-paid sick leave
• Personal training allowance
• Buy and sell holiday options
• Social, charity and culture committee events
• Hybrid working (minimum two days in the office)