About the role:
At Learning Pool, our Customer Account Specialists (CAS) play a vital role in supporting customer retention and growth by managing day‑to‑day account activities and renewal processes. You will work closely with Customer Success Managers (CSMs) to ensure that our customers receive timely support, ongoing value, and a smooth renewal experience.
This is a highly operational role, focused on building strong relationships with customers, resolving issues, and identifying early opportunities for account expansion. You'll manage a book of accounts, track engagement, and help customers maximize their investment in Learning Pool’s solutions.
Hours of work: Monday to Friday 3 days 12pm - 8pm, 2 days normal UK hours.
What you will be doing
* Manage/prospect a portfolio of 150-200 accounts, typically ranging from $0 to $20K ARR.
* Serve as the primary point of contact for day‑to‑day customer inquiries and relationship management.
* Drive timely contract renewals and expansions by proactively engaging customers before renewal deadlines.
* Coordinate mid‑year and renewal review meetings with customers, gathering feedback and identifying potential upsell or cross‑sell opportunities.
* Work collaboratively with CSMs to execute account plans and support account growth initiatives.
* Maintain accurate CRM records of all customer interactions, renewal status, and opportunity updates.
* Monitor customer health indicators and flag at‑risk accounts for additional support or escalation.
* Assist in campaign execution targeting customers with specific products or promotions to drive engagement and growth.
* Support sales operational excellence by managing pipelines, forecasting renewals, and reporting on account metrics.
* Represent Learning Pool’s customer‑centric values in every interaction to ensure positive customer experiences.
Who we are looking for
* Customer-Facing Experience: You will bring at least 1 year’s experience in a customer‑facing or account management role, ideally within B2B SaaS or technology services.
* Renewals & Expansion: You will have experience supporting customer renewals, upsell, or sales support activities, with a strong interest in driving customer growth.
* Book of Business Management: You will be comfortable managing a moderate portfolio of accounts, handling multiple customer interactions daily while maintaining quality engagement.
* Organisation & Prioritisation: You will have excellent organisational skills, able to track, prioritise, and execute activities effectively.
* Communication & Stakeholder Engagement: You will be a clear and confident communicator, able to build rapport and trust with stakeholders at all levels.
* Detail Orientation & Tools: You will be detail‑focused, with proficiency in CRM systems (Salesforce or similar) to manage pipeline and activity tracking.
* Mindset & Collaboration: You will be self‑motivated, proactive, and a collaborative team player who takes ownership of results.
* Sales Methodologies: Familiarity with structured approaches (MEDDPICC, SPIN) is a plus, but not essential.
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