Head of Key Accounts London
£70k - £90k
WFH - 2/3
Excellent benefits

The role: We are seeking an experienced and dynamic Head of Account Management to lead and develop our account management team. This key management role is responsible for ensuring our clients achieve their desired outcomes, fostering strong relationships and driving long-term customer retention and satisfaction ultimately resulting in absurdly happy customers.

Duties:
*Play a pivotal role in shaping client success and driving the company’s growth
*Liaise between clients and internal teams, ensuring alignment of client needs and objectives.
*Develop and execute the customer success strategy aligned with the company goals.
*Drive customer-centric initiatives that improve retention, satisfaction and net revenue retention.
*Build, mentor and lead the account management team to deliver exceptional service.
*Foster a culture of continuous learning, collaboration and performance excellence.
*Build strong relationships with key clients, acting as their advocate within the company.
*Identify upselling and cross-selling opportunities.
*Deliver engaging and informative product demonstrations tailored to client needs.
*Educate clients on how additional software can enhance their operations.
*Continuously evaluate and improve customer success workflows, tools and technologies.
*Implement scalable processes to manage a growing customer base efficiently.
*Collaboration Across Departments:
*Represent the customer’s voice in company-wide decision making.
*Communicate client requirements to consultancy and development teams to drive product and service improvements.
*Incorporate customer feedback into product development and go-to market strategies.
*Analyse customer data and trends to identify risks and opportunities.
*Provide regular reports to the leadership team on customer success performance and insights.
*Ensure all team members consistently record their activities, interactions and customer updates in the CRM system.

Requirements:
*Knowledge of the property industry and its challenges is highly desirable.
*Ability to balance strategic thinking with hands-on execution.
*Anticipate and understand customer needs.
*A good working knowledge of MS Office.
*Experience with the Yardi, Tramps or Qube products etc experience desirable.
*Excellent communication, negotiation and interpersonal skills.
*Customer centric mindset with a passion for delivering value.
*Analytical thinker with strong problem-solving skills.
*Displays effort and application in achieving results, high level of initiative and productivity.
*Ability to work under pressure, prioritise and meet agreed deadlines.
*Collaborative team player with strong organisational skills
*Good planning, scheduling, monitoring and reporting skills.
*Rational and logical decision-making ability.
*Awareness of need to continuously improve quality and ensure that all aspects of work are completed to a high standard
Why should you work for this company?
*A leader in their field
*Excellent flexible working options - 2 days in the office
*Excellent staff retention
*Fantastic benefits
Interview process:
*Two stage process
*1st stage on Teams/Zoom
*2nd stage held face to face in the office


If you would like further information on this opportunity please apply online with your updated CV

To learn more about Osborn Recruitment and our current vacancies please visit our website and follow us on LinkedIn