Job Description

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.