Role Title: Account Manager
Reports to (Role Title): Account Director
Location: Chippenham
Employment Basis: Full Time
Weekly Working Hours: 37.5 hours
Role Purpose
· Manage client relationships, acting as a proactive and responsive point of contact and support your Account Director in maintaining and growing commercial partnerships.
Key Responsibilities
· Client Relationships – build strong client relationships at senior level and be a key point of contact for your clients raising any client concerns with your Account Director
· Retention - promote client retention by ensuring clients are receiving first class Account Management and wider business support monitoring any material client dissatisfaction and raising concerns to your Account Director
· Sales Focused – identify opportunities within your clients forsales growth and supporting your Account Director to deliver new sales opportunities from existing clients
· Client Meetings – Prepare & leadquarterly meetings,ensuring relevant agendas, and that actions and issues are captured and actioned in a timely manner
· Pricing – ensure client pricing is accurate and up to date, with any new services quoted correctly following (where appropriate) the ATO process.
· Billing – Complete client billing monthly ensuring it is accurate and produced in a timely manner. Review and ensure accurate monthly billing immediately raising any inaccuracies.
· Forecasting – ensure the various revenue and volume trackers are always up to date
reviewing them a minimum of monthly and reporting material variances to your Account Director
· Client Service Level Agreements (SLA) – ensure where client SLA’s fall below the agreed target that you liaise with internal departments to ensure corrective action is being taken to remedy the issue. Proactively communicate to the client so that the client is clear on our corrective action plan until the issue is fully resolved, keeping them up to date at al times
Main Duties
1. Manage Client Relationships
· Build and maintain strong relationships with key client stakeholders
· Act as the primary point of contact for client queries, issues, and escalations
· Lead regular client meetings (e.g. quarterly reviews), ensuring clear actions and follow-up
· Maintain regular communication aligned to client value and engagement strategy
2. Deliver Service Excellence
· Monitor service performance and ensure delivery meets agreed standards
· Identify and address service issues, coordinating with internal teams to implement solutions
· Communicate proactively with clients regarding performance, issues, and resolutions
· Review client feedback and drive continuous improvement initiatives
3. Drive Commercial Performance and Growth
· Identify opportunities to grow revenue within existing client accounts
· Support the development and delivery of sales opportunities and proposals
· Manage client pricing, ensuring accuracy and alignment with agreed processes
· Contribute to client retention through high-quality account management
4. Manage Financial and Commercial Administration
· Oversee accurate and timely client billing and invoicing
· Maintain revenue forecasts, trackers, and pipeline information
· Monitor account performance and report on variances
· Ensure contracts, pricing schedules, and commercial records are kept up to date
5. Coordinate Account Activity and Planning
· Maintain account plans, campaign schedules, and forecasting tools
· Ensure all client activity is appropriately planned and communicated internally
· Collaborate with internal departments to deliver client campaigns and services effectively
· Support budgeting processes and provide input into annual planning
6. Support Continuous Improvement and Internal Collaboration
· Work closely with internal teams to improve processes and service delivery
· Identify efficiencies and enhancements that add value to clients
· Share insights and feedback to support business improvement
7. Undertake Other Duties
· Undertake other ad hoc duties or projects as required by the business
Qualifications and Experience
Educational Qualifications
Essential
Desirable
· GCSEs (or equivalent) including English and Maths.
· Demonstrable written and verbal communication skills.
Desirable
· Degree (or equivalent) in Business, Marketing, Communications or a related field.
Professional Qualifications
Essential
· None specifically required, but evidence of professional development in account management or client services.
Desirable
· Account management or sales-related certifications (e.g. CIM, Institute of Sales Professionals).
Specialist Qualifications
Essential
· Strong working knowledge of CRM systems, billing platforms, or campaign management tools (as referenced e.g. ASSE, Jupiter, campaign calendars).
Desirable
· Advanced Excel or data analysis skills
· Experience with forecasting and revenue tracking tools
· Industry-specific knowledge (e.g. data services, marketing services, or client service delivery environments)
Member of a Professional Body
Desirable
· Membership of relevant bodies such as CIM (Chartered Institute of Marketing) or Institute of Sales Professionals.
Required Experience
Essential
· Proven experience in an Account Management, Client Services, or similar customer-facing role
· Experience managing client relationships and acting as a key point of contact
· Experience in handling billing, pricing, or financial processes accurately
· Strong organisational skills managing multiple campaigns, deadlines, and client requirements
· Experience leading or contributing to client meetings (e.g. quarterly reviews, status calls)
· Ability to identify and support sales growth opportunities within existing accounts
Desirable
· Experience working with SLAs and service performance management
· Experience in a data, marketing services, or outsourced services environment
· Experience working with forecasting, revenue tracking, or reporting tools
· Experience dealing with contract renewals, SOWs, and commercial agreements.
Person Specification
· Takes ownership
· Applies a high level of accuracy and attention to detail
· Has highly developed/good planning and organisational skills
· Can effectively multitask and balance priorities to meet agreed/tight deadlines
· Pragmatically solves problems
· Has highly developed/good communication skills (listening, verbal, written, presentations, etc.)
· Builds and maintains strong internal/external professional relationships
· Demonstrates commercial acumen
Our Values
· Our Company Values are important to us; therefore it is essential that all colleagues act in line with the associated behaviours shown below:
We are One Team
· We collaborate and support each other in an open-minded, positive and encouraging way
· We build mutual trust and respect by actively listening to one another
· We are most effective when we are driving for a common goal and having fun together
We Strive for the Highest Standards
· We are passionate about finding better ways to get things done, questioning existing solutions, simplifying, and streamlining to create positive change
· Always seeking to improve, we are dedicated to providing a professional service and getting it right every time
We Take Ownership
· “Leave it with me. I’ve got it!” We take ownership when we believe that taking action is not someone else’s responsibility
· Using passion, dedication, enthusiasm, commitment and tenacity, we search for and find successful solutions
We Believe in People
· The wellbeing of our staff is the highest priority
· We enable people to realise their full potential by valuing the diversity and contribution that each person brings
We show Integrity
· We deliver on our promises and honestly own up to our mistakes
· We are straight-talking, transparent and avoid ambiguity
Benefits:
Work Location: In person
