Role Purpose
The Account Manager is the central point of customer engagement and escalation. They are responsible for developing strong, multi-level relationships, driving customer adoption of MSite products, and ensuring long-term satisfaction. By working across departments, Account Managers forecast revenues, identify risks and opportunities, and help expand the MSite footprint within customer organisations.
Key Accountabilities & Responsibilities
* Build strong knowledge of customer organisations, stakeholders, and strategic goals.
* Develop long-term relationships across all levels, aligning customer needs with MSite's roadmap.
* Drive account growth through expansion, upselling, and structured Account Plans.
* Provide expert product knowledge, demonstrations, and support for adoption.
* Deliver accurate pipeline reporting, forecasting, and financial control.
* Manage contract renewals, uplifts, and risk/opportunity escalation.
* Ensure proposals follow process and coordinate with Operations on non-standard requirements.
* Oversee product demos, trials, training, and site-level adoption.
* Monitor customer utilisation, feedback, and satisfaction, acting as customer advocate.
* Stay informed on product releases, support testing, and communicate updates.
* Collaborate with internal teams (Service Desk, Operations, Customer Success) for issue resolution and best practice.
* Produce case studies and insights highlighting customer value and success stories.
* Hold regular governance meetings, performance reviews, and maintain senior-level relationships.
* Provide monthly reports and recommendations to drive improvements.
* Support Marketing with PR, case studies, and customer communications.
* Continuously develop market knowledge of construction and digital solutions.