We are looking for a Desk Based Account Manager

Location: Telford

Salary: £30,000 plus commission (OTE £20K)

Hours: 37.5 hours per week, 9am-5.30pm Monday to Friday

Work pattern: Hybrid, 3 days in the office

About the role

The Desk Based Account Manager is responsible for managing, developing, and retaining a portfolio of customer accounts through remote communication channels such as phone, email, and video meetings. The role focuses on building strong relationships, identifying growth opportunities, and ensuring customers receive exceptional service without the need for regular face to face visits.

Key responsibilities

• Manage a portfolio of existing accounts, acting as the primary point of contact for all commercial and service-related queries.

• Develop account plans to drive retention, growth, and customer satisfaction.

• Identify upsell and cross-sell opportunities based on customer needs, product knowledge, and market trends.

• Conduct regular account reviews via phone or video to understand customer goals, challenges, and future requirements.

• Respond promptly to customer enquiries, ensuring issues are resolved efficiently and professionally.

• Collaborate with internal teams (operations, finance) to deliver seamless customer experiences.

• Maintain accurate records of interactions, opportunities, and account status in Salesforce CRM.

• Meet or exceed KPIs, including revenue targets, volume targets, retention rates, call activity, and customer satisfaction scores.

• Provide product guidance and recommendations, helping customers maximise value from the company’s solutions.

• Monitor account performance, proactively addressing risks such as declining usage or competitor activity.

About you

• Proven experience in account management, customer service, or inside sales.

• Commercial awareness and confidence discussing pricing, contracts, and value propositions.

• Competent with CRM systems and digital communication tools.

• Comfortable managing multiple accounts and priorities simultaneously.

• Strong communication skills, especially over phone and via video call (e.g. Teams/Zoom), with excellent listening skills.

• Ability to build rapport quickly and maintain long-term relationships.

• Highly organised with strong time management skills.

• Problem solving mindset with a proactive approach to customer needs.

• Customer centric and relationship driven.

• Resilient, positive, and able to work in a fast-paced environment.

• Self motivated with a strong sense of ownership.

• Team player who collaborates effectively across departments.

What we offer

• Competitive base salary.

• Generous holiday allowance and flexible working arrangements.

• Supportive, inclusive culture with and cross-functional collaboration.

How to apply

Please submit your CV and if you wish, a brief covering note outlining your relevant experience and why you are interested in this role. We will review applications on a rolling basis and contact shortlisted candidates to arrange interviews.

We are committed to equality of opportunity and welcome applications from candidates of all backgrounds. If you require any reasonable adjustments during the recruitment process, please let us know.