Location: Glasgow, Hybrid (3 days in office)
Contract: Full-time (35 Hours), Permanent
Reporting to: Account Management Leader
Navitas Safety is a fast-growing technology business helping hospitality, leisure, care, catering and food service operators run safer, smarter and more compliant operations.
Our platform combines digital food safety software, smart temperature monitoring, training, audits and compliance tools to give multi-site operators better visibility, control and confidence across their estates.
We work with well-known brands across hotels, QSR, care, contract catering, stadia, leisure and hospitality. As we continue to grow, we are strengthening our Account Management team and are looking for two ambitious Account Managers to join us.
This is a brilliant opportunity for someone who enjoys building relationships, solving customer problems and spotting opportunities to grow accounts.
The role
As an Account Manager, you will be responsible for managing a portfolio of existing Navitas customers, helping them get the best possible value from our products and services.
You will work closely with our Account Management Team Leader, Customer Support, Projects, Onboarding and Sales teams to ensure customers are engaged, supported and commercially developed.
This is not a passive account management role. We are looking for people who are confident picking up the phone, running customer business reviews, identifying risk, spotting upsell opportunities and making sure our customers are genuinely successful.
What you’ll be doing
You will manage and nurture a portfolio of customer accounts, building strong relationships with key contacts across operations, safety, compliance and senior leadership.
You will carry out regular customer reviews to understand usage, satisfaction, risks and growth opportunities.
You will identify and progress opportunities to increase customer value, including additional sites, modules, hardware, training and related services.
You will work with customers to improve product adoption and ensure they are using Navitas effectively across their estate.
You will support retention by identifying early warning signs, resolving issues quickly and escalating where needed.
You will work with internal teams to ensure customer actions are followed through, including onboarding, support queries, hardware requirements and project updates.
You will maintain accurate account records, activity notes and opportunities within our CRM.
You will help create a more proactive account management culture, where customers hear from us regularly and see us as a trusted partner.
What we’re looking for
We are looking for someone with experience in account management, customer success, sales support or customer relationship management.
You may come from SaaS, technology, hospitality, food safety, compliance, facilities, training, telecoms, managed services or another B2B environment.
You enjoy working with complex technology and have the technical aptitude to coach and support customers to adopt Navitas products.
The most important thing is that you are commercially aware, organised, confident with customers and comfortable taking ownership.
You should be someone who enjoys speaking with customers, not someone who hides behind email.
You’ll be a great fit if you are:
- Confident, personable and comfortable building relationships over the phone, video and in person.
- Commercially minded, with the ability to spot opportunities and grow accounts.
- Highly organised and able to manage multiple customers, actions and priorities at once.
- Proactive rather than reactive; you do not wait for customers to complain before getting involved.
- Comfortable using CRM systems and keeping customer information accurate.
- Able to work well with internal teams to get things done for customers.
- Resilient, positive and calm when dealing with customer issues.
- Interested in technology, hospitality, operations and customer success.
Desirable experience
- Experience managing B2B customer accounts.
- Experience working in SaaS, software, compliance, hospitality, food service or multi-site operations.
- Experience using CRM systems such as Pipedrive, HubSpot, Salesforce or similar.
- Experience in identifying upsell, cross-sell or renewal opportunities.
- Experience supporting customers through onboarding, adoption or change management.
What success looks like
In this role, success will mean customers are engaged, issues are visible and acted upon, accounts are growing, and Navitas is seen as a valuable operational partner rather than just a software provider.
You will be measured on customer engagement, retention, account growth, CRM hygiene, proactive customer contact and the quality of relationships across your portfolio.
Location
This is a hybrid role based in or around Glasgow.
You will spend part of your week working from home and part of your week working with the team. There may also be occasional travel to customer sites or internal meetings.
Why join Navitas?
Navitas is at an exciting stage of growth. We have established customers, strong products, a significant market opportunity and a renewed focus on customer experience and account growth.
You will be joining a business where Account Management is becoming a key strategic function, with clear leadership, structure and opportunity to progress.
For the right person, this role offers the chance to make a real impact, develop commercially and be part of a company with ambitious growth plans.
Work Location: Hybrid remote in Glasgow G2
