Description
Account Coordinator at Proactis Ltd is responsible for supporting the Renewal Manager and the Account Management team in delivering a consistent, high-quality experience to Proactis’s existing customer base. This is an entry-level commercial role designed for someone early in their SaaS or B2B career, looking to build the foundations of account management, customer engagement, and commercial awareness in a structured, fast-growing environment.
Working alongside the Renewals Manager and Customer Success, the Account Coordinator helps ensure customers receive timely, organised, and proactive support throughout their contract lifecycle. This role is ideal for someone who is highly organised, curious about SaaS and procurement technology, and eager to develop commercial skills in a team environment.
The Account Coordinator will manage day-to-day account administration, assist with customer communications, maintain CRM data accuracy, coordinate internal teams around account activity, and support the preparation of account reviews and renewal materials. Success in this role requires strong attention to detail, a proactive and customer-centric mindset, excellent communication skills, and the ability to juggle multiple tasks simultaneously in a fast-paced SaaS environment.
Account Coordinator at Proactis Ltd is responsible for supporting the Renewal Manager and the Account Management team in delivering a consistent, high-quality experience to Proactis’s existing customer base. This is an entry-level commercial role designed for someone early in their SaaS or B2B career, looking to build the foundations of account management, customer engagement, and commercial awareness in a structured, fast-growing environment.
Working alongside the Renewals Manager and Customer Success, the Account Coordinator helps ensure customers receive timely, organised, and proactive support throughout their contract lifecycle. This role is ideal for someone who is highly organised, curious about SaaS and procurement technology, and eager to develop commercial skills in a team environment.
The Account Coordinator will manage day-to-day account administration, assist with customer communications, maintain CRM data accuracy, coordinate internal teams around account activity, and support the preparation of account reviews and renewal materials. Success in this role requires strong attention to detail, a proactive and customer-centric mindset, excellent communication skills, and the ability to juggle multiple tasks simultaneously in a fast-paced SaaS environment.
Requirements
Customer support and account administration:
Customer support and account administration:
- Serve as a first point of contact for day-to-day customer queries across an assigned account set, triaging and coordinating resolution with Customer Success, Support, and Product teams in a timely and professional manner
- Maintain accurate and up-to-date account records in Salesforce CRM, including contact details, communication logs, account health indicators, contract dates, and renewal timelines — ensuring data integrity across all assigned accounts
- Coordinate internal stakeholders (Renewals, Customer Success, Support, Finance) around key account milestones — including renewal dates, onboarding checkpoints, and contract changes — to ensure adequate coverage
- CRM data completeness and accuracy score
- Average response time to customer queries (target: <4 hours)
- % of renewal milestone tasks completed on time
- Internal stakeholder coordination SLA adherence
- Support the Renewals Manager in preparing renewal documentation, quotes, and proposals — ensuring accurate pricing, correct contract terms, and timely delivery to customers ahead of renewal windows
- Proactively monitor renewal timelines and contract notice periods across assigned accounts, flagging at-risk accounts and upcoming deadlines to Renewal Manager and wider account team in sufficient time to act
- Assist in the preparation of Quarterly Business Review (QBR) materials and customer-facing account summaries, pulling usage data, support activity, and product adoption metrics from internal systems
- Renewal documentation accuracy and on-time delivery rate
- % of at-risk accounts flagged >60 days before renewal
- QBR material readiness rate (on-time, accurate, complete)
- Produce regular account activity and portfolio health reports for the Renewals and Account Management leadership team, drawing on CRM data, customer engagement logs, and renewal pipeline information
- Identify and flag opportunities for process improvement within account administration workflows, contributing to the development of better templates, tracking tools, and internal playbooks
- Support onboarding coordination for new or expanding accounts, working with Customer Success to ensure smooth handoffs, system access, and early engagement milestones are met on schedule
- Reporting delivery accuracy and timeliness
- Number of process improvements contributed per quarter
- Onboarding milestone completion rate for supported accounts
