Job Description

Account Manager - Retail Customer Success (Fixed-Term Contract)




Hybrid: 3 days per week in the office (UK-based)




We are seeking a highly organised, diligent, and adaptable Account Manager to join our Retail Customer Success Team on a fixed-term contract. This role is vital in driving upsell and renewals within your allocated customer accounts, ensuring lasting customer satisfaction and revenue growth.




As an Account Manager, you will play a key role in managing relationships, driving upsell opportunities, and handling contract renewals. You will be responsible for building quotations, negotiating terms, and closing deals. Additionally, you will address all customer-related queries via email, phone, and online meetings, while maintaining accurate CRM records.

Key Responsibilities

- Manage customer renewals through internal CRM and billing systems from quote to invoice and payment collection.


- Process customer upgrades and upsells from quote through to invoice using CRM and billing tools.


- Identify and proactively manage high-risk customers, developing retention strategies.


- Achieve and exceed monthly and quarterly team sales targets.


- Maintain strong customer relationships through regular communication and support.


- Collaborate with Technical Account Managers to schedule and conduct account reviews.


- Handle incoming customer queries via phone, email, and online conferences promptly and professionally.


- Produce timely sales and activity reports.


- Maintain and update accurate customer data within the CRM system.


- Manage all customer communications ensuring timely responses and follow-ups.


- Conduct pricing negotiations and renewal discussions with assigned clients.


- Build and nurture strong client relationships to uncover new business opportunities.


- Qualify account base to identify and maximise upsell opportunities.


- Manage renewals pipeline within Salesforce CRM to maintain focus on key accounts and activities.


- Participate in ongoing sales training programs to continually improve skills and effectiveness.




What You Bring:




- Prior experience in Customer Success or a proven track record of improving customer satisfaction, adoption, and retention.


- Excellent verbal and written communication skills with strong organisational abilities.


- Experience negotiating software contracts, particularly in SaaS environments.


- Proficient in managing customer accounts using Salesforce CRM.


- Understanding of multi-channel retail business challenges and how technology solutions can address them.


- Ability to drive continuous value delivery of cloud and ERP solutions.


- Comfortable working with clients of all sizes, from SMBs to large enterprises.


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