Role DescriptionThe Customer Account Manager is responsible for managing a defined portfolio of existing customers and ensuring high levels of customer satisfaction, retention and revenue growth.The role focuses on:
Proactive account management and relationship building.
Delivering a structured schedule of customer visits and engagement touchpoints.
Identifying and closing upselling and cross-selling opportunities.
Maintaining accurate Customer Relationship Management records and a reliable revenue pipeline.
Key Responsibilities
Customer Relationships and Retention
Act as the primary point of contact for an assigned portfolio of customers.
Build and maintain strong relationships with key stakeholders, including doctors, practice managers and administrators.
Proactively manage customer retention by identifying at-risk accounts early and taking appropriate action to stabilise and retain them.
Conduct regular customer visits and engagements, either face-to-face or virtually, according to the agreed frequency.
Ensure consistent customer engagement and the development of meaningful, long-term relationships.
Account Management and Revenue Growth
Take responsibility for the revenue performance of the assigned portfolio, with a clear focus on:
Retaining existing revenue.
Growing revenue through upselling and cross-selling.
Understand each customer's business, use of the company's products and future requirements to identify relevant upselling and cross-selling opportunities.
Present and position additional products and services to existing customers and successfully close suitable opportunities.
Maintain and manage a revenue pipeline covering upselling, cross-selling and account-expansion opportunities.
Customer Education and Value Realisation
Maintain up-to-date knowledge of all company products, services and programmes.
Provide product education and guidance to help customers maximise the value and use of the company's solutions.
Act as a trusted advisor by recommending process or practice improvements based on the company's capabilities and recognised best practices.
Assist customers in understanding how available products and services can support their operational and business requirements.
Issue Coordination and Customer Advocacy
Coordinate with the Support and Implementation teams to ensure that customer issues are addressed effectively and within the required timeframes.
Monitor important or high-impact issues within the assigned portfolio.
Follow up with customers to confirm that issues have been resolved and that they are satisfied with the outcome.
Capture customer feedback and insights and communicate them to the relevant internal stakeholders, including Product, Marketing, Sales and Support.
Identify opportunities to improve internal account-management processes and customer-engagement practices.
Key Performance IndicatorsPerformance will be measured according to the following indicators:
Customer retention rate within the assigned portfolio.
Adherence to the agreed customer-engagement schedule, including the number and quality of customer visits and contacts compared with the planned activity.
Upselling and cross-selling revenue generated from existing customers compared with the monthly revenue target.
Customer Relationship Management system discipline, including:
Percentage of customer activities recorded.
Completeness and accuracy of customer data.
Revenue pipeline coverage.
Accuracy and quality of forecasts.
Ideal Candidate ProfileExperience and Background
Experience in account management, customer success or relationship management, preferably within a business-to-business, professional services or technology environment.
Exposure to the healthcare industry or experience selling to and servicing professional practices, such as doctors, specialists and practice managers, will be a strong advantage.
A proven track record of:
Retaining customers and stabilising at-risk accounts.
Growing revenue from an existing customer base through upselling and cross-selling.
Comfortable working towards monthly revenue targets and account-level performance indicators.
Experience using a Customer Relationship Management system to manage customer activities, revenue pipelines, sales opportunities and forecasts.
Skills and CompetenciesRelationship Management and Customer Retention
Able to build and maintain long-term, trust-based relationships with busy professionals.
Skilled in conducting structured customer visits and engagements, both in person and virtually.
Able to hold meaningful, value-driven conversations with customers.
Capable of identifying early warning signs that a customer may be dissatisfied or considering leaving.
Able to implement proactive actions to retain customers and strengthen relationships.
Commercial and Revenue-Growth Focus
Understands how to connect customer needs and product usage with relevant upselling and cross-selling opportunities.
Confident in presenting and positioning additional company products and services to existing customers.
Able to manage a portfolio-based revenue pipeline.
Capable of prioritising activities that support customer retention and revenue growth.
Comfortable negotiating and closing additional sales opportunities.
Consultative and Educational Approach
Possesses strong questioning and active-listening skills.
Able to understand customer challenges and translate them into suitable solutions.
Provides clear product guidance and helps customers gain maximum value from the solutions they use.
Positions themselves as a trusted advisor rather than a transactional salesperson.
Able to explain technical or complex product information clearly and professionally.
Organisation and Customer Relationship Management Discipline
Highly organised when planning customer visits, follow-ups and engagement schedules across a portfolio.
Diligent in recording all customer activities and maintaining complete, accurate and current information within the company's Customer Relationship Management system.
Maintains accurate customer records, revenue pipelines and forecasts.
Uses customer and account information to plan activities, prioritise accounts and manage pipeline health.
Able to manage multiple accounts, responsibilities and deadlines effectively.
Collaboration and Customer Advocacy
Works effectively with internal teams such as Support, Implementation, Sales, Marketing and Product to resolve issues and provide a seamless customer experience.
Communicates customer feedback, concerns and insights effectively to the relevant internal stakeholders.
Advocates for customers while balancing their needs with the company's commercial objectives.
Contributes positively to cross-functional teamwork and information sharing.
Personal Attributes
Customer-focused and service-orientated while remaining comfortable with commercial targets.
Proactive and self-driven, taking full ownership of the assigned customer portfolio.
Does not wait to be prompted before contacting customers or addressing potential concerns.
A clear and professional verbal and written communicator with strong interpersonal skills.
Analytical and structured, with the ability to interpret customer usage, revenue and pipeline information and turn it into practical actions.
Resilient and adaptable, with the ability to manage difficult conversations, objections and changing customer requirements.
Accountable, dependable and committed to delivering consistent results.
Commercially aware and able to identify opportunities that benefit both the customer and the company.
Desired Skills:
Account Manager