Account Management Executive - Customer Lifecycle - Customer Success

Account Management Executive - Customer Lifecycle - Customer Success

BRIEF SUMMARY

This is an opportunity to join a newly established Account Management team during a period of growth and technological change. The role will work directly with customers to build lasting partnerships, deliver a high standard of service and support mutual commercial success.

The successful candidate will be motivated, customer-focused and commercially minded, with strong interpersonal skills and a genuine passion for customer service. They will be committed to process enhancement, continuous improvement and customer satisfaction while developing their career within account management.

REQUIREMENTS

• Manage a portfolio of assigned accounts, acting as the primary point of contact for customers and ensuring a consistently high standard of service and engagement.
• Build strong, long-term relationships with customers, transitioning interactions from reactive support to proactive partnership.
• Support the Head of Account Management in implementing the account tiering framework and ensuring service levels are delivered appropriately across the customer base.
• Identify upsell and cross-sell opportunities within the existing account base, working closely with the Regional Sales Director and wider sales team to convert these into revenue.
• Maintain accurate and up-to-date account records within internal systems, tracking activity, opportunities and customer feedback.

ESSENTIAL SKILLS

• Experience in a customer-facing role, such as account management, customer support, customer success or sales.
• Strong interpersonal skills with the ability to build rapport and maintain trust with customers at all levels.
• A proactive, solutions-focused mindset with genuine enthusiasm for delivering excellent customer service.
• Excellent organisational and time management skills, with the ability to manage multiple accounts and priorities simultaneously.
• Excellent verbal and written communication skills, with confidence in engaging customers and internal stakeholders clearly and professionally.
• Ability to work both independently and collaboratively as part of a small, growing team.
• Commercially aware, with an understanding of customer lifetime value and the role of account management in driving business growth.
• Comfortable using account management and ticketing tools to manage account activity and communications.
• High attention to detail and a commitment to accuracy in all customer-facing communications and record keeping.
• Proficiency in MS Office and the ability to learn new systems and processes quickly.
• Willingness to travel across the UK and occasionally internationally to visit customers and attend industry events.

DESIRED SKILLS

• Experience in the public transport, passenger information or wider transport technology sector would be advantageous but is not essential.
• Prior experience in a B2B account management or customer success role, with a track record of retaining and growing customer relationships.
• Experience using software platforms such as D365, HubSpot, Jira or similar.
• Experience working within cross-functional teams alongside sales, operations and technical colleagues.
• Experience working in a manufacturing or technology business.
• Demonstrated enthusiasm, energy and a proactive approach, with a genuine desire to grow and develop within the role.
• Proficiency in an additional language such as French, German or Spanish would be advantageous for an international customer base.
• High standards of professionalism, integrity and work ethic with a positive, collaborative attitude.
• Demonstrated flexibility and adaptability in a fast-moving, growing business environment.
• Experience of Quarterly Business Reviews (QBRs) or formal account planning methodologies.
• Experience using SharePoint or similar internal collaboration platforms.

TASKS AND DUTIES

• Act as the day-to-day point of contact for an assigned portfolio of customer accounts, managing incoming queries and coordinating internal responses.
• Conduct regular account review calls/check-ins with each customer to discuss performance, open issues and upcoming requirements.
• Maintain accurate, up-to-date records for each account, including contacts, order history, contracts and correspondence within internal systems.
• Log and monitor customer queries and support issues through to resolution, escalating technical problems to the relevant internal teams.
• Proactively flag contract or warranty renewals and coordinate the renewal process.
• Identify upsell and cross-sell opportunities, such as software upgrades, additional units or new contracts, within the existing customer base.
• Prepare and deliver Quarterly Business Reviews (QBRs) for Tier 1 accounts, covering performance, satisfaction and future opportunities.
• Monitor customer satisfaction across the portfolio and flag at-risk accounts early.
• Feed customer and market insight back to the wider business.
• Represent the business at customer site visits and relevant industry events/trade shows.
• Carry out any other duties as deemed necessary by the Head of Account Management.