SMB Account Manager

Accountabilities

• • Manage and develop a portfolio of SMB customers, maintaining ownership of the customer relationship after onboarding.
  • Conduct regular customer check-ins to assess satisfaction, adoption, and overall success.
  • Provide customers with guidance, best practices, and practical recommendations to help them maximize the value of their solutions.
  • Respond to customer questions and concerns across a variety of topics, ensuring issues are addressed promptly and effectively.
  • Support customers through challenges and act as the primary point of contact for escalations when required.
  • Identify opportunities for customers to benefit from additional products, upgrades, and partner capabilities, contributing to white-space sales.
  • Guide customers through contract renewals, including setting expectations and negotiating commercial terms where appropriate.
  • Act as the voice of the customer internally, sharing feedback and insights with relevant teams.
  • Maintain accurate documentation of customer interactions and ensure timely follow-up on outstanding issues.
  • Monitor the health and status of assigned accounts and provide regular updates to management.
  • Contribute to a culture focused on customer success, continuous improvement, accountability, and high-quality service.

  Requirements:

  • Experience in account management, customer success, sales, or a related customer-facing role; candidates looking to transition into account management are also encouraged to apply.
  • Demonstrated experience with selling, upselling, or identifying commercial opportunities.
  • Strong customer-service mindset with a genuine interest in helping customers achieve their goals.
  • Excellent communication and interpersonal skills, with the ability to quickly establish trust and rapport.
  • Strong problem-solving abilities and a practical, solutions-oriented approach.
  • Empathy, positivity, and resilience when managing challenging customer situations.
  • Confidence setting and managing expectations with customers with different personalities and needs.
  • Ability to work independently, navigate ambiguity, and determine effective approaches to customer management.
  • Highly organized, with the ability to manage a substantial portfolio of accounts and prioritize competing demands.
  • Strong time-management skills and the ability to work efficiently in a high-volume environment.
  • Comfortable working in a fast-paced, continuously evolving environment.
  • Willingness and ability to learn new technologies quickly.
  • A growth mindset, with enthusiasm for continuous learning, professional development, and taking on new challenges.

  Benefits:

  • Group critical illness coverage.
  • Group income protection and life assurance.
  • Pension plan.
  • Vision benefits and Employee Assistance Program (EAP).
  • Access to a discounts and wellbeing portal.
  • Optional private medical coverage from day one.
  • Ride-to-work scheme.
  • Unlimited vacation.
  • Quarterly paid volunteer days.
  • Employee referral program with attractive rewards.
  • Opportunities for career development and internal progression across the organization.
  • A people-first, collaborative culture where employees are encouraged to contribute ideas, challenge the status quo, and grow professionally.
  • A dynamic and agile working environment that values ownership, energy, service, accountability, and continuous improvement.