Role Overview
We are seeking a proactive and commercially astute Internal Account Manager to oversee a pooled portfolio of approximately 500 lower spend customers. This role is born out of acquisition growth that has resulted in a group of customers that need focussed engagement, renewal effort, and revenue growth. The ideal candidate will be relationship-focused, comfortable in a professional environment, and possess a commercial background. This role will be a quota attaining role.
Key Responsibilities
- Customer Management
- Maintain and grow a pooled group of approximately 250 customers.
- Transition legacy agreements to new per-user, per-month contracts.
- Ensure regular phone-based engagement with all customers.
- Manage wider renewals and upsell/ cross sell options.
- Revenue Generation and Opportunity Development
- Collaborate with technical support and presales teams to identify opportunities.
- Conduct outbound call sessions to promote new products and initiatives.
- Analyse customer engagement gaps (white space) to uncover growth potential.
- Sales Support and CRM Management
- Provide cover for the sales support function when required.
- Maintain accurate and up-to-date records in the CRM system.
- Respond promptly and professionally to customers.
- Internal Advocacy and Collaboration
- Act as the internal representative for customers.
- Facilitate collaboration across all customer serving departments to support customer relationship and engagement.
- Customer Interaction
- Primarily a desk-based role, with occasional face-to-face meetings supported by senior members as needed.
- Build strong, professional relationships with customers.
Candidate
- It would be desirable but not necessary to have experience in account management, sales support, or customer success within IT or managed services.
- Strong relationship building skills with a customer-first mindset.
- Commercially aware with a track record of achieving sales or retention targets.
- Excellent communication and organisational skills.
- Self-discipline to be able to work independently and collaboratively across teams.
- Experience with AutoTask would be beneficial but not necessary.