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