Job Title: Customer Account Manager
Location: Edinburgh
Contract: Full-time, Permanent
We are looking to hire a Customer Account Manager who will have overall responsibility for the retention and development of our existing customer portfolio. The role focuses on delivering exceptional customer service, building strong relationships, and aligning with our business line strategy.
Responsibilities
* Effective management of a portfolio of accounts with a focus on customer retention.
* Analyse lost business/complaint management data and implement appropriate actions.
* Explore cross‑selling opportunities where appropriate.
* Develop account plans to identify and review future risks and opportunities.
* Ensure the company’s growth targets for the customer portfolio are achieved.
* Select and implement the best approach to win growth opportunities.
* Act as a lead point of contact for all matters specific to your customers.
* Understand customers’ needs and future requirements through proactive management.
* Maintain ownership of the customer service level agreement and adhere to quality standards set by the company.
* Forecast and track customer metrics to predict trends; highlight opportunities and threats.
* Discuss outstanding debt issues with customers to achieve satisfactory outcomes for both parties.
* Review the commercial viability of accounts, recommending improvements or additional services.
* Agree price increases with customers as advised by the company.
* Push for improvements, applying commercial thinking to existing and emerging customer requirements.
What will make you stand out?
* Strong listening and influencing skills within peer groups and across departments.
* Excellent attention to detail and analytical abilities.
* Continuous improvement mindset for yourself and the team.
* Ability to organise yourself and others to ensure timely completion of tasks.
* Strong collaboration and influencing skills across departments and sites.
* Valid driver’s licence.
Benefits and Offer
* 33 days holiday per year.
* Company car.
* Company pension.
* Employee assistance programme.
* Life assurance.
* On‑site parking.
* Private medical cover.
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