The Key Account Support Manager plays a crucial role in fueling revenue growth and enhancing profitability across our existing customer accounts by spotting and capitalising on upsell and cross‑sell opportunities. In this position, you'll oversee the customer relationship throughout their lifecycle, serving as the trusted single point of contact while ensuring a smooth experience through proactive issue resolution, effective complaint management, and diligent oversight of invoicing and debt performance.
Additionally, you will lead and cultivate a dynamic team of 3‑5 Account Support Executives, empowering them to deliver outstanding customer service, achieve commercial success, and foster long‑lasting client relationships.
Requirements
* Forge robust, multi‑tiered connections with our valued customers to stimulate account growth (including revenue, profit, and MIF), while enhancing customer satisfaction and retention
* Craft and implement tailored Account Development Plans (ADPs) for our key accounts, detailing strategies for growth, retention, and service excellence
* Spot and initiate upsell and cross‑sell opportunities throughout our diverse product range to boost sales and elevate revenue and margins
* Take the lead on resolving customer issues, managing escalations, and handling complaints to ensure favorable outcomes
* Conduct comprehensive account reviews (monthly or quarterly) in collaboration with clients to uncover opportunities for service enhancement and to evaluate invoicing, payment, and debt health
* Deliver consistent reports on account performance, including sales figures, revenue metrics, and customer insights
* Establish strong internal partnerships with teams in Customer Experience, Sales Operations, Marketing, Bid Management, Supply Chain, and Field Operations
* Assist in commercial negotiations to secure new business deals and renew existing contracts with customers
* Ensure the accuracy and current status of Salesforce and CRM data, reflecting account activities and opportunity pipelines effectively
Skills & Experience Required
* Demonstrated experience in account management or customer success, preferably in a commercial or service‑oriented setting
* Exceptional leadership capabilities with a proven track record in team management and development
* A history of successfully driving revenue growth through effective upselling and cross‑selling within an established customer base, recognising the critical role of pipeline generation and customer engagement
* Robust analytical abilities coupled with strong commercial insight. Focused on results with a solid history of achieving targets
* Extensive experience in managing customer account relationships, including establishing trust, resolving complaints, negotiating, and conflict resolution
* Resilient, proactive, and deeply committed to customer satisfaction, always striving for continuous improvement
Benefits
* 23 days' holiday + Bank Holidays
* Company Pension scheme
* Company Sick Pay (after qualifying period)
* Cycle to Work scheme available
* Employee rewards and discounts
* Option to join Health Care Cash Plan
* 24/7 365‑day access to Employee Assistance Programme through Health Assured
* Access to on‑going learning and development with our online learning platform
* Free onsite parking
* Life Assurance
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