Overview
Hours: Monday to Friday, 9:00am – 5:00pm (37.5 hours per week)
Job type: Full-time, Permanent
Salary: £35,000-£40,000
Package: 24 days holiday per annum + Bank Holidays; Annual performance-based bonus; Friendly, supportive, and collaborative team culture; Ongoing professional development opportunities; Sick pay; Bereavement leave
As a Care Control Systems Key Account Manager, you will play a vital role in nurturing and developing relationships with Care Control’s valued customers. You will act as the main liaison between these customers and Care Control, ensuring their satisfaction, successful product adoption, and continued partnership with us.
This role focuses on maintaining high standards of customer service, supporting customers in maximising the use of their Care Control solutions, and identifying opportunities for renewal, up-sell, and cross-sell within assigned accounts.
While you will operate with autonomy over your portfolio, you will report directly to the Head of Customer Services and work closely with Senior Account Managers, as well as internal teams, to ensure a consistent, high-quality customer experience across all accounts.
Travel to customer sites will be required as needed, with a minimum of two in-person meetings per year for each account. Attendance at trade shows and events may also be required periodically.
Role Responsibilities
Customer Relationship Management
* Develop and maintain strong, professional relationships with KA customers, ensuring satisfaction and retention.
* Act as the primary point of contact for all customer communication and queries.
* Understand customer objectives, operational needs, and challenges to recommend suitable Care Control solution.
* Support renewal discussions and identify opportunities to enhance customer value through additional products or services.
* Monitor customer engagement and proactively follow up on underperforming areas or declining usage.
Account Management
* Develop and maintain account plans for each KA customer, detailing renewal strategies, risks, and opportunities.
* Support the identification of up-sell and cross-sell potential within assigned accounts.
* Contribute to sales targets for the account portfolio.
* Prepare concise reports on account status, key activities, and revenue projections.
* Collaborate with marketing to secure agreement on promotional or partnership opportunities during customer interactions.
Customer Support & Service Delivery
* Develop a working expertise in Care Control’s software suite to confidently assist customers.
* Manage customer issues and complaints promptly, with professionalism and empathy, escalating to senior colleagues when appropriate.
* Champion the customer voice internally, ensuring their needs and feedback are heard and acted upon.
* Ensure all service level agreements (SLAs) are met and documented accurately.
* Demonstrate strong problem-solving, influencing, and negotiation skills in day-to-day customer interactions.
* Support incident reporting and information security processes, raising any data breaches or concerns immediately through the proper channels.
Internal Collaboration & Continuous Improvement
* Work closely with Sales, Marketing, and Product teams to deliver a seamless customer experience.
* Share customer insights and feedback to support product improvement and feature development.
* Participate in project support activities and ensure adherence to quality and compliance standards.
* Promote information security awareness and best practices within customer interactions and internal communications.
* Support internal process improvements to enhance customer satisfaction, operational efficiency, and compliance readiness.
* Uphold all Health & Safety, data protection, and confidentiality requirements in line with company policy and ISO 27001 governance.
Experience & Qualifications
* Proven minimum 3 Years experience in account management, customer success, or a customer-facing role, ideally within SaaS, healthcare, or technology sectors.
* Strong interpersonal and communication skills, with the ability to build trust and rapport with customers at all levels.
* Excellent problem-solving and organisational abilities, with strong attention to detail.
* Confidence in handling challenging situations with a calm, solutions-focused approach.
* Basic understanding of sales processes and CRM systems.
* Willingness to travel as required to meet customers and represent Care Control at events.
* Proven ability to interpret client operational data and align it to business goals.
* Confident communicator with experience in client presentations and negotiation.
* Full UK driving licence and own vehicle required due to travel responsibilities.
Personal Qualities
* Customer-Centric Mindset – Demonstrates genuine care for customer success and satisfaction, always striving to deliver the best possible experience
* Professionalism and Integrity – Upholds Care Control’s values at all times, maintaining confidentiality, honesty, and ethical conduct, especially when handling sensitive customer or company information.
* Strong Communicator – Clear, confident, and empathetic in communication, both written and verbal, able to build rapport and trust across all levels.
* Organised and Detail-Oriented – Manages multiple accounts efficiently, maintaining accurate records and ensuring follow-up actions are completed in a timely manner.
* Resilient and Calm Under Pressure – Handles challenging or sensitive customer situations professionally, maintaining composure and focus.
* Collaborative Team Player – Works well with colleagues across Sales, Marketing, Product, and Support to achieve shared goals and deliver an excellent customer experience.
* Problem-Solver – Approaches obstacles with a positive, analytical mindset, seeking practical solutions that benefit both the customer and the company.
* Adaptable and Open to Change – Responds positively to new processes, technologies, and evolving customer needs within a fast-paced environment.
* Committed to Continuous Learning – Demonstrates enthusiasm for personal and professional development, including expanding product knowledge.
* Security and Compliance Conscious – Recognises the importance of information security and governance.
* Regular travel is required for on-site customer visits to maintain strong relationships and ensure visibility within client operations.
* Attendance at KAM roadshows and relevant Healthcare industry events is required to represent Care Control Systems.
* Own transport essential.
* Mileage reimbursement provided in line with company policy.
* A car allowance is provided as part of the remuneration package.
This can be a hybrid role, with flexibility to work 2 days from home and 3 days in the office each week.
Benefits
* 24 days holiday per annum + Bank Holidays
* Annual performance-based bonus
* Friendly, supportive, and collaborative team culture
* Sick pay
* Free on-site parking
* Company pension
* Discounted or free food
* Cycle to work scheme
* Work from home
* Company events
* Mileage & Travel expenses in line with company policy
* Are you currently based within commuting distance of Tavistock, Devon, or willing to relocate to ensure you can fulfil the hybrid working requirement of a minimum of 3 days per week in the office?
Please note that this role involves a hybrid working model to facilitate team collaboration and engagement. Hybrid working is not available until successful completion of the probationary period.
Location
Work Location: Hybrid remote in Tavistock PL19 9DP
Experience:
* Customer relationship management: 3 years (required)
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