Job Description

Why Ryan?

• Competitive Compensation and Benefits
• Business Connectivity Reimbursement (Phone/Internet)
• Gym Membership or Equipment Reimbursement
• LinkedIn Learning Subscription
• Flexible Work Environment
• Tuition Reimbursement After One Year of Service
• Accelerated Career Path
• Award-Winning Culture & Community Outreach

The Account Manager will manage and grow relationships with enterprise customers, acting as a trusted point of contact and ensuring customers receive a consistently high standard of service. The role will focus on customer retention, commercial growth, account development and the successful delivery of agreed solutions.

Working as part of the Enterprise team, the Account Manager will collaborate closely with internal stakeholders to understand customer needs, resolve issues, identify opportunities and contribute to the achievement of team and business objectives.

Key responsibilities

• Manage a portfolio of enterprise customer accounts, developing strong and lasting relationships with key contacts and decision-makers.
• Act as the primary day-to-day contact for assigned customers.
• Develop a clear understanding of each customer’s organisation, priorities, challenges and commercial objectives.
• Create and maintain account plans covering customer engagement, retention, growth opportunities and agreed actions.
• Proactively identify opportunities to expand existing relationships through additional services, solutions or areas of support.
• Support the achievement of revenue, retention, margin and customer satisfaction targets.
• Prepare and deliver customer meetings, business reviews, proposals and presentations.
• Coordinate internal teams to ensure customer requirements are understood and delivered effectively.
• Monitor account activity, service performance, risks and outstanding actions, escalating issues promptly when required.
• Manage customer communications professionally and ensure commitments are followed through.
• Maintain accurate and up-to-date records in the relevant CRM and business systems.
• Work with colleagues across sales, operations, finance, delivery and support functions to resolve customer queries and improve the customer experience.
• Support contract renewals, commercial negotiations and pricing discussions in line with company processes.
• Gather customer feedback and share market, competitor and customer insight with the wider business.
• Contribute to continuous improvement across account management processes, systems and ways of working.
• Comply with all company policies, procedures, legal requirements and relevant industry standards.
• Undertake other reasonable duties consistent with the role.

Key measures of success

• Customer retention and satisfaction.
• Achievement of account revenue and growth targets.
• Quality and accuracy of account plans, forecasts and records.
• Timely resolution of customer issues and actions.
• Strength and depth of customer relationships.
• Successful renewals, expansions and new opportunities within existing accounts.
• Effective collaboration with internal teams.
• Consistent delivery against agreed service and commercial commitments.

Experience and qualifications

Essential:

• Experience in account management, relationship management, sales or a comparable customer-facing commercial role.
• Experience managing business or enterprise customers.
• Strong commercial awareness and understanding of customer value.
• Demonstrable ability to build trusted relationships with stakeholders at different levels.
• Experience preparing for and leading customer meetings or business reviews.
• Strong organisational skills and the ability to manage multiple accounts, priorities and deadlines.
• Excellent written and verbal communication skills.
• Ability to work collaboratively across multiple internal teams.
• Confident using CRM systems and standard business software.

Desirable:

• Experience managing complex, high-value or strategically important accounts.
• Experience supporting contract renewals, tenders or commercial negotiations.
• Relevant professional, commercial or industry qualification.

Personal attributes

• Customer-focused and committed to delivering a high-quality experience.
• Commercially minded and able to identify opportunities for growth.
• Proactive, accountable and comfortable taking ownership.
• Professional, credible and confident when working with senior stakeholders.
• Resilient and capable of managing challenging conversations.
• Well organised, detail-focused and reliable.
• Collaborative and willing to support wider team objectives.
• Curious, adaptable and committed to continuous improvement.
• Able to exercise sound judgement and escalate issues appropriately.

Working relationships

Internal:

• Enterprise Team Manager
• Enterprise sales and account management colleagues
• Operations and service delivery teams
• Finance and commercial teams
• Product, technical or specialist teams
• Senior leadership and support functions

External:

• Customer contacts and decision-makers
• Strategic partners and suppliers, where relevant

Role boundaries

The Account Manager is responsible for the day-to-day management and development of assigned customer accounts. The role does not carry direct line-management responsibility unless specifically agreed. Strategic, high-risk or commercially sensitive matters should be escalated to the Enterprise Team Manager or relevant senior stakeholder.

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