Account Manager
Posted Today by Dexian Europe
Negotiable
Undetermined
Hybrid
Staines-Upon-Thames, England, United Kingdom
Summary: The Account Manager role focuses on delivering proactive engagements through Preventative Escalation models, ensuring customer satisfaction and account growth. The position requires ownership of account escalation activities and maintaining regular communication with stakeholders. The role also involves coordinating with internal experts and providing support on complex escalations, with a travel requirement of up to 10% annually. This is a hybrid position requiring office attendance at least two days per week.
Key Responsibilities:
- Deliver proactive engagements through Preventative Escalation models.
- Develop a clear scope and get-well plan for engagements.
- Maintain ownership of proactive account escalation engagement and related activities.
- Communicate regularly with stakeholders from C-level executives to front line administrators.
- Coordinate with internal subject experts and stakeholders as the primary decision point for customer activities.
- Act as a customer champion to ensure a stable environment and increase customer satisfaction.
- Provide support on complex reactive account escalations as needed.
- Travel up to 10% annually.
Key Skills:
- Experience in integrating AI into work processes and decision-making.
- Ability to see the bigger picture in situations.
- Strong relationship-building and trust-instilling personality.
- Proven experience in technical account management or project management in Enterprise Software.
- Excellent written and verbal communication skills.
- Strong presentation and facilitation skills.
- Ability to work effectively in a culturally diverse environment.
- Strong organizational and analytical skills.
- Experience dealing with technical end-users in a support role.
Salary (Rate): undetermined
City: Staines-Upon-Thames
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: undetermined
Seniority Level: undetermined
Industry: IT
Key Responsibilities: Primary focus on delivering proactive engagements through the Preventative Escalation models. Understand all aspects of the engagement and develop a clear scope and get-well plan. 100% ownership of the proactive account escalation engagement and all activities that make up the get-well plan. Maintain disciplined and regular communications within accounts, from C-level executives to front line administrators, while building credibility through timely action and responsiveness during the proactive engagement. Co-ordination with all internal subject experts and stakeholders, acting as the primary decision point for all active customer activities pertaining to the proactive account escalation. Customer champion, a resource specifically focused on ensuring the customer environment maintains a stable state and increasing customer satisfaction with client, resulting in the continued growth of the account. Provide support on complex reactive account escalations as the business requires. Up to 10% of travel annually. This is a Hybrid role and requires office attendance a minimum of two days per week
Skills: Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry Ability to see the bigger picture in situations Possess the type of magnetic personality that naturally builds relationships and instils trust Proven experience in similar roles at other Enterprise Software, ideally ITIL related companies, to include technical account management, program or project management. Experience working with Enterprise Software companies. Excellent written and verbal communication skills, with strong presentation and facilitation skills. Ability to effectively work in a culturally diverse environment Strong organizational and analytical skills Experience dealing with technical end-users in a support role