About Yellowcom
Yellowcom is one of the UK's fastest-growing business technology providers, delivering Telecoms, IT, Cyber Security, Connectivity, Mobile, Web Design and AI solutions.
We're growing both organically and through acquisition, creating exciting opportunities for ambitious people who want to shape the future of the business.
We're now looking for an experienced leader to take ownership of our Account Management function across the UK and Ireland.
This isn't simply a management role.
We're looking for someone who can build a best-in-class customer success strategy that improves customer satisfaction, increases retention and grows revenue from our existing customer base.
The Role
Reporting directly to the Managing Director, you'll lead and develop our Account Management teams across Belfast, Glasgow and Dublin.
You'll be responsible for both our office-based and field-based Account Managers, ensuring every customer receives exceptional service while identifying opportunities to strengthen relationships and grow accounts.
Using data rather than instinct, you'll continually review performance, identify trends and implement new initiatives that improve customer outcomes and commercial performance.
Key ResponsibilitiesLeadership
- Lead, coach and develop Account Managers across multiple locations
- Create a high-performance culture with clear KPIs
- Recruit and develop future talent
- Conduct regular one-to-ones and performance reviews
- Travel regularly between Belfast, Glasgow and Dublin
Customer Success
- Increase customer satisfaction across the group
- Improve customer engagement throughout the customer lifecycle
- Reduce customer churn
- Develop proactive account review programmes
- Ensure customers maximise the value from Yellowcom's products and services
Commercial Growth
- Increase average revenue and margin per customer
- Identify cross-selling and upselling opportunities
- Work closely with Telecoms, IT and Web sales teams
- Develop customer growth strategies
- Improve renewal performance
Strategy & Analytics
- Build meaningful KPI dashboards
- Analyse customer data and trends
- Review retention, NPS, customer feedback and profitability
- Present monthly performance reports and improvement plans
- Drive continuous improvement through measurable actions
What We're Looking For
Essential
- Experience managing Account Management or Customer Success teams
- Strong leadership and coaching ability
- Commercially minded
- Comfortable analysing data and making strategic decisions
- Experience improving customer retention
- Excellent communication skills
- Full UK driving licence
Desirable
- MSP, Telecoms, IT or Technology experience
- Experience across multiple sites
- CRM reporting experience
- Experience integrating acquired businesses
- Knowledge of customer satisfaction metrics such as NPS or CSAT
Success Will Be Measured By
- Customer Satisfaction (CSAT/NPS)
- Customer Retention
- Gross Revenue Retention
- Net Revenue Retention
- Margin Growth per Customer
- Cross-sell Revenue
- Account Review Completion
- Team Performance
- Customer Engagement
What We Offer
- Competitive salary
- Performance-related bonus
- Company car or car allowance
- Hybrid working
- Career progression within a rapidly growing business
- Opportunity to shape the future of one of the UK's fastest-growing technology providers
- Ongoing investment in training and development
Pay: £60,000.00-£100,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- Employee discount
- Free parking
- On-site parking
- Private medical insurance
- Referral programme
- Sick pay
Work Location: In person
