Account Manager

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. 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.