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For Companies At a Glance
- Tasks: Lead and optimise account management to boost customer adoption and Marketplace growth.
- Company: Dynamic SaaS company focused on innovative solutions and customer success.
- Benefits: Wellness fund, private medical insurance, pension, holiday purchase scheme, and volunteering days.
- Other info: Join a supportive team with opportunities for professional development and career growth.
- Why this job: Make a real impact by driving customer engagement and operational excellence in a fast-paced environment.
- Qualifications: Experience in SaaS account management and strong communication skills required.
The predicted salary is between 60000 - 75000 £ per year.
About the Role
The Commercial Operations Manager is responsible for leading, developing, and operationally enabling the Account Management function (1x Account Manager and 4x Account Executives) to drive strong customer adoption of Tender Management and Marketplace solutions. Reporting into the Head of Commercial – Marketplace, this role provides the operational structure, processes, performance oversight, and strategic discipline required to scale customer adoption and expand overall Marketplace network growth. The role ensures the AM/AE teams deliver clear value to customers through KPI alignment, structured quarterly business reviews, and consistent engagement practices.
Responsibilities
- Leadership & Line Management
- Lead, coach, and manage the Account Managers and Account Executives, supporting professional development and embedding a high performance culture.
- Conduct regular 1:1s, objective reviews, and skills development plans.
- KPI and target setting for the AM/AE team in collaboration with the Head of Commercial – Marketplace.
- Account Management Process & Operational Excellence
- Design, embed, and continuously optimise structured, repeatable account management processes across the commercial team to drive consistency and operational effectiveness.
- Standardise workflows for account planning, usage progression, stakeholder mapping, customer engagement, and value communication.
- Ensure AM/AE consistently and accurately adhere to Salesforce activity logging process, adoption tracking, and KPI visibility.
- Customer Adoption & KPI Alignment
- Partner with AMs/AEs to define customer KPIs around adoption, publishing behaviour, work packages, and Marketplace utilisation.
- Build and maintain KPI dashboards and reporting processes to support QBRs and ongoing value realisation.
- Support customers in understanding performance vs. expectations, identifying opportunities for adoption growth.
- Quarterly Business Reviews (QBRs)
- Develop and maintain QBR templates that highlight adoption progress, KPI insights, product updates, customer recommendations, and next step actions.
- Coach AMs/AEs to deliver high quality, insight driven reviews that reinforce Marketplace value.
- Post Onboarding Handover with Business Development
- Collaborate with the Marketplace Business Development Team to ensure smooth, structured customer handovers after onboarding.
- Provide AM/AE teams with customer context, adoption priorities, KPIs, and next‑stage engagement needs.
- Maintain clear processes and documentation to ensure customer continuity and adoption stability.
- Act as the operational channel for collecting product enhancement needs, customer suggestions, workflow improvements, and platform feedback surfaced by the AM/AE team.
- Structure and communicate these insights to the Product & Development team, ensuring customer impact is understood.
- Close the loop with customers and internal teams on roadmap plans and feedback outcomes.
- Quarterly Customer Newsletter
- Own scalable customer communication strategy, though creation and delivery of the quarterly customer newsletter.
- Work cross functionally to gather product updates, best practices, case studies, usage insights, and Marketplace highlights.
- Ensure newsletter content strengths customer adoption and ongoing engagement.
- Customer Experience & Lifecycle Management
- Proactively manage customer health and retention, identifying early signs of disengagement and developing targeted intervention strategies.
- Provide direction and support to the AM/AE team in reducing churn through structured follow ups and value reinforcement workflows.
- Ensure customers successfully transition from onboarding to active usage through structured check-ins, operational support, and KPI driven follow-up actions.
- Collaborate with AMs/AEs to diagnose adoption blockers and support intervention strategies.
Qualifications
- Demonstrable experience in SaaS account management, customer success, commercial operations, or a similar discipline.
- Experience managing or supporting commercial teams in a high‑growth environment.
- Strong understanding of KPI frameworks, customer adoption metrics, and data‑driven performance management.
- Excellent communication, coaching, and cross‑functional collaboration skills.
- Ability to structure processes, build documentation, and drive operational consistency.
- Analytical capability to identify trends and guide team action plans.
- High attention to detail, strong organisational skills, and comfort operating in a fast‑paced environment.
- Experience with Salesforce, Monday.com, PowerBI and ChurnZero highly desirable.
What we offer
- Wellness fund or Private Medical Insurance (dependent upon role)
- Pension
- Life Assurance x 3
- Holiday purchase Scheme up to 5 days
- 1 paid and 1 unpaid volunteering day
- 24/7 and 365 Days Employee Assistance Programme
- Team and company offsite events
- Specsavers eye care voucher
- Free Tea, Coffee and fruit every week – Basingstokes office
Commercial Operations Manager in Basingstoke employer: Once For All
Contact Detail:
Once For All Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Commercial Operations Manager in Basingstoke
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how you can drive customer adoption and operational excellence, just like they want!
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with their needs, especially around KPI management and customer success. Confidence is key!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive!
We think you need these skills to ace Commercial Operations Manager in Basingstoke
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Commercial Operations Manager role. Highlight your experience in SaaS account management and any relevant KPIs you've worked with. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer adoption and operational excellence. Share specific examples of how you've led teams or optimised processes in the past.
Showcase Your Analytical Skills: Since this role involves a lot of data-driven decision-making, make sure to highlight your analytical capabilities. Mention any tools like Salesforce or PowerBI that you've used to track performance and drive results.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves!
How to prepare for a job interview at Once For All
✨Know Your Numbers
As a Commercial Operations Manager, you'll need to be comfortable with KPIs and metrics. Before the interview, brush up on relevant customer adoption metrics and think about how you've used data to drive performance in your previous roles. Be ready to discuss specific examples where you’ve successfully improved KPIs.
✨Showcase Your Leadership Style
This role involves leading a team, so it's crucial to convey your leadership style during the interview. Prepare anecdotes that highlight your experience in coaching and developing teams. Think about how you’ve fostered a high-performance culture and how you plan to do the same in this new role.
✨Demonstrate Process Improvement Skills
The job requires designing and optimising account management processes. Come prepared with examples of how you've streamlined workflows or improved operational effectiveness in past positions. Discuss any tools or methodologies you’ve used, like Salesforce or PowerBI, to enhance efficiency.
✨Engage with Customer Success Stories
Since customer adoption is key, be ready to share success stories from your previous roles. Talk about how you’ve managed customer relationships, identified adoption blockers, and implemented strategies to improve customer engagement. This will show your understanding of the customer lifecycle and your proactive approach.