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Customer Account Manager

Customer Account Manager - Software, £22,000 - £25,000 a year + commision

An exciting opportunity for a driven Customer Account Manager to join a successful growing software company based in Lancaster, Lancashire,

In this role, you will serve as a trusted adviser to customers by helping them achieve success with our software and maximising the value realised from annual renewals.

You'll be critical to the long-term success of the company and be responsible for the on-boarding, training supporting, services, adoption, advocacy, retention, and delivery of outcomes in the form of renewals and incremental sales.

As a Customer Account  Manager, your ultimate goal will be to cultivate solid customer relationships and boost customer satisfaction to make the contract renewal process faster and easier.

You'll need good communication and listening skills, and, while this is not a primarily technical role, basic technical knowledge will be beneficial.

The company offer a great friendly working environment in a new purpose built office situated in Lancaster City centre, 25 days holiday (plus bank holidays) and following a probationary period a healthcare cash plan and additional benefits.  


  • Develop success plans for customers that outline their critical success factors, metrics for success, and potential issues, and provide recommendations
  • Help ensure customers achieve maximum value from their investment and monitor adoption rates of accounts
  • Undertake initial system user training and any additional on-site or webinar training required
  • Minimize customer churn through education, coaching, and influence
  • Develop and carry out programs to keep customers informed of product releases relevant to their business
  • Act as the main interface between Product Management, Technical Support, and the customer for instances where escalation of critical product issues is required
  • Develop an expert understanding of the accessplanit Training Success Platform; know the system inside-out to provide advice and best practice support internally and externally.

    (Full training will be provided)
  • Ensure a seamless experience for the customer following product implementation throughout the customer on-boarding to full system optimisation
  • Work and collaborate with the other members of the customer experience team
  • Work and collaborate with marketing and PR teams to build customer reference ability

Required skills

  • 3+ years of account management or technical customer service experience, preferably within the software industry
  • Experience advocating for customers and an ability to foster and cultivate relationships with customers
  • Experience dealing with large customers and complex technical/process mapping issues
  • Demonstrated ability to manage critical customer support escalations
  • Experience coordinating across functions, including, management, sales, Implementation, technical support and marketing to meet account performance objectives and customer expectations
  • Good understanding of software technical support processes
  • Experience in using customer relationship management software to record account information
  • Outstanding communication skills to lead on-site, strategic business reviews
  • Excellent time management skills and the ability to prioritize your workload
  • Bachelor's degree, preferably in a business or technology related discipline
  • Fluent written and spoken English language and communication skills

Company description

Our client are a well-established software house delivering cutting edge solutions to the training industry.

We have ambitious growth plans and require driven, motivated employees to help drive the business forward.

How to apply

If you would like to be considered for this opportunity please apply here and our client will be in direct contact

  • Start: ASAP
  • Duration: Perm
  • Rate: £22k - 25k per year + Commission
  • Location: Lancaster
  • Type: Permanent
  • Industry: Customer_services
  • Recruiter: Hiring People
  • Contact: Hiring People
  • Tel: 0330 100 2230
  • Email: to view click here
  • Reference: AP07
  • Posted: 2016-10-05 16:35:48 -

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