Hybrid work arrangement: 2-3 days a week in our London office
Role
Account Manager reporting to the Head of Account Management. The responsibilities include managing relationships with customer firms and acting as a trusted commercial partner to senior stakeholders across their business.
Typical day
- Owning and managing a portfolio of complex customer accounts, building trusted relationships with senior stakeholders across commercial, operational and leadership teams.
- Developing strategic account plans that align customer growth objectives, operational priorities and our commercial goals.
- Driving adoption of new platform features and capabilities.
- Running regular business and governance reviews with confidence, using insight and performance data to drive clear actions and decisions.
- Tracking and identifying risks and growth opportunities including renewals, cross‑sell and upsell opportunities – balancing customer needs, commercial priorities and long‑term partnership goals.
- Supporting customers through incidents, escalations and ambiguous situations with calm, clear and commercially aware communication.
- Collaborating cross‑functionally with Product, Launch, Customer Support and wider Commercial teams to deliver a seamless customer experience.
- Acting as the voice of the customer by sharing feedback, identifying opportunities and helping shape future improvements.
We are looking for you if
- You have proven experience managing complex B2B customer relationships, ideally within advice, platform, fintech or financial services technology.
- You are comfortable building trust with and influencing senior stakeholders and acting as a strategic partner, even when priorities are unclear or conversations are sensitive.
- You have strong commercial awareness and experience identifying growth opportunities within customer accounts.
- You are comfortable working with ambiguity, using judgement to create structure, make progress and bring others with you.
- You are comfortable using data and insights to inform account planning and decision making.
- You are proactive about your own development and progression, and you are motivated by ownership rather than waiting for direction.
- You are confident handling complex queries and sensitive situations with professionalism and empathy.
- You have an understanding of the regulatory environment, including Consumer Duty and its impact on customers.
- You can explain technical concepts, including APIs and integrations, in a clear and practical way.
This role isn’t for you if
- You rely on a lot of top‑down direction. Here you will have a lot of freedom and ownership of your role, and you will be expected to shape your own progression.
- You are not comfortable working in a fast‑paced environment. Our speed and scalability are what set us apart; you need to be able to act quickly and think on your feet.
- You struggle to follow through on ideas. We value people who do what they say they will.
- You don’t like change. You’ll get on great here if you relish the ambiguity of rapid growth and are willing to embrace uncertainty.
Benefits
- Salary between £70,000 and £80,000, dependent on experience and reviewed annually.
- 27 days holiday plus bank holidays, flexible option, day off on your birthday, three days per year for dependant leave.
- Two volunteering days per year.
- Option to work abroad for up to six weeks a year.
- Secclbrate recognition programme offering flexible rewards including extra pay, additional holiday and increased learning budget.
- Length of service award – one month paid sabbatical at eight years.
- 6 % employer pension contribution, and life assurance.
- Private medical insurance with AXA Health.
- Enhanced parental leave.
- MacBook and up to £500 home office set‑up budget.
- £750 per person learning budget.
- Health and wellbeing initiatives including free therapy via Wellness Cloud, mental health support via Headspace.
- Strong financial wellbeing focus including access to Octopus Money, Octopus Share Incentive Plan and will‑writing offering via Octopus Legacy.
- Perkbox – Flexi‑points giving a range of discounts and perks including free weekly coffee, gym and retail discounts.
- Access to initiatives like Cycle to Work and Octopus Electric Vehicle Leasing.
Employment Equity
All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity or disability status.
