Senior Account Manager
Location: Seaham
Contract: Permanent, Full-time
Industry: Contact Centre
We are expecting unprecedented growth in 2026, which means our client portfolio will continue to grow. Therefore, we are inviting applications for an experienced Senior Account Manager to strengthen and support our Account Management Team.
This is a key role, responsible for owning senior client relationships, leading a small team, and driving commercial and performance outcomes across multiple campaigns.
If you are passionate about building strategic client partnerships, confident working with data and insight, and thrive in a fast-paced contact centre environment we would love to hear from you.
The Role
As Senior Account Manager, You Will
* Own key client relationships: Act as a trusted partner for a portfolio of ResQ clients, ensuring their needs are understood, expectations are exceeded, and opportunities for development are identified.
* Lead and develop the team: Oversee Account Managers and Account Executives, providing direction, coaching, and support to deliver a consistently high-quality service.
* Drive performance & revenue: Use data, insights, and forecasting to maximise performance, revenue, and margin across your accounts.
* Be the link between client and operations: Collaborate closely with Operations, Resource Planning, Finance and other teams to ensure smooth delivery and continuous improvement.
What You’ll Do
* Create and deliver WBR, MBR and QBR (Weekly, Monthly and Quarterly Business Review) presentations, clearly telling the performance story to clients.
* Monitor and track revenue, KPIs and performance for your campaigns, using data to identify trends, risks, and opportunities.
* Lead internal performance meetings with Operations to align on actions, plans, and future performance targets.
* Manage invoicing and billing for your client base, ensuring accuracy and timely completion.
* Support capacity planning discussions with Resource Planning, ensuring the right resource is in place to deliver.
* Conduct ad hoc analysis and insight to answer client questions, support business cases and drive improvements.
* Provide regular RAG and revenue updates to the Director of Operations and senior stakeholders.
* Coordinate client site visits and internal stakeholder meetings, representing the Account Management Team professionally at all times.
What You’ll Bring
* Experience: A minimum of 2 years as an Account Manager in a similar environment, ideally within contact centres or client services.
* Client relationship skills: Proven ability to build and maintain strong relationships at multiple levels, with a focus on trust, transparency, and delivery.
* Commercial and analytical mindset: Confidence working with data (revenue, KPIs, forecasts) and translating insight into action for both clients and internal teams.
* Communication & presentation: Excellent written and verbal communication skills, comfortable presenting to senior stakeholders and client teams.
* Leadership: Experience leading and developing others, setting clear expectations, and creating a collaborative, high-performance culture.
* Organisation & time management: Ability to manage multiple clients, deadlines, and priorities in a fast-paced environment.
Why Join the Account Management Team?
* Work at the heart of our client relationships, directly influencing growth, performance, and long-term partnerships.
* Lead and grow a talented team within a supportive, collaborative environment.
* Be part of a business that is investing in its people, its processes, and its future with clear opportunities to progress your career.
Please Note
Due to the high volume of applications we expect to receive, we may not be able to contact every candidate individually. If you haven't heard from us within two weeks, please feel free to contact us at for an update on your application.
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