About the Role
The Commercial Operations Manager is responsible for leading, developing, and operationally enabling the Account Management function (1x Account Manager and 4x Account Executives) to drive strong customer adoption of Tender Management and Marketplace solutions. Reporting into the Head of Commercial – Marketplace, this role provides the operational structure, processes, performance oversight, and strategic discipline required to scale customer adoption and expand overall Marketplace network growth. The role ensures the AM/AE teams deliver clear value to customers through KPI alignment, structured quarterly business reviews, and consistent engagement practices.
Responsibilities
Leadership & Line Management
- Lead, coach, and manage the Account Managers and Account Executives, supporting professional development and embedding a high performance culture.
- Conduct regular 1:1s, objective reviews, and skills development plans.
- KPI and target setting for the AM/AE team in collaboration with the Head of Commercial – Marketplace.
Account Management Process & Operational Excellence
- Design, embed, and continuously optimise structured, repeatable account management processes across the commercial team to drive consistency and operational effectiveness.
- Standardise workflows for account planning, usage progression, stakeholder mapping, customer engagement, and value communication.
- Ensure AM/AE consistently and accurately adhere to Salesforce activity logging process, adoption tracking, and KPI visibility.
Customer Adoption & KPI Alignment
- Partner with AMs/AEs to define customer KPIs around adoption, publishing behaviour, work packages, and Marketplace utilisation.
- Build and maintain KPI dashboards and reporting processes to support QBRs and ongoing value realisation.
- Support customers in understanding performance vs. expectations, identifying opportunities for adoption growth.
Quarterly Business Reviews (QBRs)
- Develop and maintain QBR templates that highlight adoption progress, KPI insights, product updates, customer recommendations, and next step actions.
- Coach AMs/AEs to deliver high quality, insight driven reviews that reinforce Marketplace value.
Post Onboarding Handover with Business Development
- Collaborate with the Marketplace Business Development Team to ensure smooth, structured customer handovers after onboarding.
- Provide AM/AE teams with customer context, adoption priorities, KPIs, and next‑stage engagement needs.
- Maintain clear processes and documentation to ensure customer continuity and adoption stability.
- Act as the operational channel for collecting product enhancement needs, customer suggestions, workflow improvements, and platform feedback surfaced by the AM/AE team.
- Structure and communicate these insights to the Product & Development team, ensuring customer impact is understood.
- Close the loop with customers and internal teams on roadmap plans and feedback outcomes.
Quarterly Customer Newsletter
- Own scalable customer communication strategy, though creation and delivery of the quarterly customer newsletter.
- Work cross functionally to gather product updates, best practices, case studies, usage insights, and Marketplace highlights.
- Ensure newsletter content strengths customer adoption and ongoing engagement.
Customer Experience & Lifecycle Management
- Proactively manage customer health and retention, identifying early signs of disengagement and developing targeted intervention strategies.
- Provide direction and support to the AM/AE team in reducing churn through structured follow ups and value reinforcement workflows.
- Ensure customers successfully transition from onboarding to active usage through structured check-ins, operational support, and KPI driven follow-up actions.
- Collaborate with AMs/AEs to diagnose adoption blockers and support intervention strategies.
Qualifications
- Demonstrable experience in SaaS account management, customer success, commercial operations, or a similar discipline.
- Experience managing or supporting commercial teams in a high‑growth environment.
- Strong understanding of KPI frameworks, customer adoption metrics, and data‑driven performance management.
- Excellent communication, coaching, and cross‑functional collaboration skills.
- Ability to structure processes, build documentation, and drive operational consistency.
- Analytical capability to identify trends and guide team action plans.
- High attention to detail, strong organisational skills, and comfort operating in a fast‑paced environment.
- Experience with Salesforce, Monday.com, PowerBI and ChurnZero highly desirable.
What we offer
- Wellness fund or *Private Medical Insurance (dependent upon role)
- Pension
- Life Assurance x 3
- Holiday purchase Scheme up to 5 days
- 1 paid and 1 unpaid volunteering day
- 24/7 and 365 Days Employee Assistance Programme
- Team and company offsite events
- Specsavers eye care voucher
- Free Tea, Coffee and fruit every week – Basingstokes office
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