Account Manager - Claranet Limited : Job Details

About Claranet

Founded at the beginning of the dot com bubble in 1996, our CEO Charles Nasser had a light bulb moment to develop a truly customer-focused IT business. Since then, Claranet has grown from an Internet Service Provider (ISP) in the UK to being one of the leading business modernisation experts, who deliver solutions across 11+ countries.

At Claranet, we’re experienced in implementing progressive technology solutions which help our customers solve their epic business challenges. We’re committed to understanding their problems, delivering answers quickly, and making a lasting impact to their business.

We are agile, focused and experienced in business modernisation. Our approach helps customers make genuine, significant shifts in their business strategy, to deliver financial savings, boost innovation, and create a resilient business. We continually invest in our people and the latest technologies, so our customers get peace of mind knowing that they have access to the best talent and services.

Working for Claranet

Here at Claranet we pride ourselves on going the extra mile for and with our employees (yes, we really mean with). We offer an extensive benefits package that you can tailor to your needs, inclusive of a matching contribution pension scheme, healthcare, insurance, dental, discounted gyms and app supported benefit access.

But what we think makes us different is 'Team Claranet,’ our dedicated internal part of the business that supports you with matters close to your heart. We proudly support local charities in each of our office locations, support employees with paid charity leave, organise key charity fundraising event per year and have a dedicated committee responsible for supporting employee’s fundraising efforts.

Claranet are one of the 10 founding members of TC4RE (Technology Community for Racial Equality.) Being a part of a group of leading UK technology organisations, we are dedicated to building a more diverse and inclusive workforce.

Duties and Responsibilities

Position Summary

As an Account Manager in the Corporate Accounts team, you will be responsible for the overall growth of revenue from existing customer accounts. You will be required to drive cross-selling and up-selling activity within the portfolio, whilst minimising revenue churn across all accounts under your management. Acting as the main point of contact for customers through all growth-related conversations and activities, you will be accountable for ensuring excellent customer experience across the end-to-end lead to order process, coordinating inputs from other teams and functions as required.

Role Mission

Claranet UK’s strategy is to grow primarily from our existing customer base and to ensure consistently excellent experiences across all customers. As an Account Manager you will play a critical role in driving both of these strategic objectives within strategic industry verticals through the proactive management of customer relationships.

Objectives and Key Results

• Drive revenue growth across accounts under management through cross-selling of the portfolio
• Reduce revenue churn in accounts under management
• Operate with a CX first mindset, putting customer outcomes at the heart of how you operate.

Essential duties and responsibilities

• Build and maintain excellent relationships with customers in accounts under your management by understanding their needs, ensuring exceptional service and seamless customer journeys
• Facilitate knowledge sharing between Account Managers and Service Relationship Managers responsible for supporting the same customer accounts to ensure a cohesive approach and optimal customer outcomes
• Identify and nurture opportunities to grow revenue across the accounts under your management through cross-selling and up-selling, leveraging knowledge of Claranet UK’s full portfolio of products and services and support from relevant Sales Specialists where necessary
• Develop and maintain an understanding of relevant industry verticals and market trends
• Work closely with the Head of Corporate Accounts and Sales Engineering on account development plans
• Collaborate with the Marketing team on account-based marketing
• Engage proactively with Sales Specialists to align on solution positioning, ensure technical feasibility and drive value-led conversations with customers
• Partner with the Bid Management team to progress bid activity for growth opportunities identified
• Implement strategies to minimise revenue churn and improve customer experience
• Manage budgets and financial forecasts for accounts under your management
• Provide regular updates to the Head of Corporate Accounts and Sales Engineering on performance, revenue growth, customer satisfaction and other KPIs.

Position Specifications

Behavioural competencies - organisational and behavioural fit.

• Flexible and creative to take considered risks
• Learn and adapt quickly to changing situations
• Self-motivated and able to work under pressure
• Ability to travel to different sites and locations on a weekly basis
• Manages conflict and challenges in an open and constructive manner.

Critical competencies - technical fit

• You will have the knowledge and experience to carry out complex tasks competently, confidently and consistently
• Demonstrable success in driving revenue growth and developing cross-sell and up-sell opportunities
• Strong relationship management skills, with proven success delivering excellent customer experience
• Knowledge of relevant industries and market trends, with the ability to stay up-to-date on the latest developments.