We’re the leaders in outsourced calls, live chat and more, delivering brilliant conversations on behalf of businesses of all sizes. Fast-forward two decades and what started as a single, dedicated PA (who’s still with us today) looking after calls for a handful of local clients, is now a 1000-strong team working across two continents from our state-of-the-art UK headquarters in Wrexham, and our US office in Atlanta.
The role:
As an Account Manager, you are responsible for the management of your clients within your dedicated sector. The role is a mix of proactive and reactive workload, requiring you to build strong relationships with existing clients. You will devise an account management strategy with your clients to continue a strong, developing relationship and focus on growing your clients and the sector/s you are working within. Your clients are to be educated about all Moneypenny features and services and know you are the expert. Your clients will come to you for advice and your expertise.
Key responsibilities:
* Respond to client queries promptly and efficiently, consistently meeting our 30-minute SLA
* Build strong, lasting relationships with your portfolio of clients, ensuring key stakeholders know and trust you as their Account Manager
* Act as a product expert, helping clients fully understand our services and how to get the most value from them
* Develop a deep understanding of your clients’ businesses, including their future plans and evolving needs
* Proactively manage retention by handling cancellation requests and working with clients to find solutions, achieving retention targets
* Drive revenue growth within your sector by identifying upsell opportunities and introducing additional products and services
* Take ownership of escalated client issues, ensuring swift resolution and a positive client experience
* Ensure all client contracts and terms are accurate and up to date following any changes
* Reduce churn by aligning clients with the most suitable solutions for their usage and goals
* Collaborate closely with internal teams to deliver a seamless, high-quality client experience
* Plan and host client engagement activities such as webinars and focus groups
* Represent the company at client meetings and events, both onsite and offsite, acting as a brand ambassador
* Maintain accurate and up-to-date CRM records, ensuring all client interactions are logged effectively
* Build and maintain detailed client profiles, capturing key insights to support relationship management and growth
The person:
* Excellent communicator, both written and verbal, able to engage effectively across all channels
* Autonomous and confident, thriving when working independently
* Experienced Account Manager skilled at building and maintaining long-term business-to-business relationships
* Understands that strong relationships are developed via phone, video, and in-person interactions
* Proactive and self-motivated, capable of taking initiative to drive results
* Handles challenging calls with professionalism, patience, and courtesy
* High-energy, approachable, and positive in all client interactions
* Thrives in fast-paced environments, effortlessly switching between tasks while maintaining focus and efficiency
* Continuously seeks opportunities to enhance the client experience, ensuring exceptional service from Moneypenny
* Willing to travel to meet clients as needed, representing the company externally with professionalism
* Always client-ready, demonstrating dedication and reliability in every interaction
* Motivated by targets and committed to growing and expanding the client base
What’s included:
As an Account Manager at our award-winning headquarters in Wrexham, you’ll enjoy welcoming, spacious, state-of-the-art offices, plus communal spaces including a treehouse – we like to do things differently around here! You’ll also benefit from:
* Fixed term 12 month maternity cover contract
* 25 days annual leave plus bank holidays (pro rata)
* Mental health support (through our Employee Assistant Programme) with access to an on-site mental health counsellor
* Access to our wellbeing room to help enhance your physical and mental wellbeing
* Access to a 24/7 doctor line
* Subsidised meals
* Free on-site gym access
* And did we mention our epic parties? We know how to celebrate in style!
We want to hire the whole version of you:
If you require any adjustments to the recruitment process, please let us know so we can help you to be at your best!
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