Overview
Role Overview: The Senior Account Manager is responsible for managing and developing relationships with high-value and strategically important member firms. This role provides strategic oversight, personalised support, and proactive account management to ensure long-term retention, satisfaction, and growth.
Department: Member Services
Location: Huddersfield
Description
Role Overview: The Senior Account Manager is responsible for managing and developing relationships with high-value and strategically important member firms. This role provides strategic oversight, personalised support, and proactive account management to ensure long-term retention, satisfaction, and growth.
What you'll do
- Strategic Account Management
- Manage a portfolio of high-value and strategically important member firms.
- Build strong, long-term relationships through proactive, insight-led engagement.
- Conduct regular strategic reviews to understand business goals, challenges, and support needs.
- Tailor conversations and recommendations to maximise value, usage, and satisfaction.
- Retention & Risk Management
- Identify early signs of disengagement and implement targeted retention strategies.
- Handle complex or sensitive issues, ensuring prompt resolution and a positive member experience.
- Support firms at risk through tailored interventions aligned with business retention objectives.
- Maintain accurate churn risk insights and collaborate with leadership on escalation points.
- Revenue Growth & Opportunity Identification
- Recognise additional service opportunities aligned with firm needs and business priorities.
- Promote relevant services, training, and solutions that enhance value for high-value accounts.
- Support campaign activity with personalised, relationship-led conversations.
- Collaboration & Leadership Contribution
- Act as a senior point of expertise within the team, supporting Account Managers with complex cases.
- Share insights, best practices, and trends to enhance team capability and service consistency.
- Represent Account Management in cross-department collaboration and project work.
- Support onboarding and development of new team members where appropriate.
- Reporting & Insight
- Provide detailed and accurate updates on account performance, risks, opportunities, and trends.
- Use data, feedback, and member insight to influence continuous improvement.
- Contribute to KPI delivery across retention, engagement, and service quality measures.
What you'll need to succeed
Essential requirements:
- Significant experience in account management, relationship management, or senior client-facing roles.
- Proven success managing high-value or strategic accounts.
- Track record of achieving retention, engagement, or revenue KPIs.
- Strong IT, administrative, and presentation skills.
- Excellent professional references.
- Highly skilled in relationship management with the ability to influence and advise senior stakeholders.
- Insight-driven, with commercial awareness and a strong ability to spot opportunities.
- Confident in managing complex conversations and navigating sensitive retention scenarios.
- A strong communicator able to build credibility quickly.
- Experienced in interpreting data and insights to drive improved outcomes.
Important to know
Location: This is a hybrid role based within our Huddersfield office. You'll work with your team 3 days each week in the office and 2 days from home.
Right to Work: Applicants must already hold a legal right to work in the UK without time restrictions and without the need for future sponsorship. We are unable to provide Skilled Worker visa sponsorship.
Fintel plc and all the businesses within it adopt a zero-tolerance approach to discrimination on any of the protected grounds in the Equality Act 2010. We are committed to providing equal opportunities to all current and prospective employees regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership. We aspire to have a diverse workforce because, in our view, diversity enables better business outcomes. We also believe that a more inclusive workplace, where people of different backgrounds work together, ensures better outcomes for all staff. From application to interview, we place inclusion at the heart of all we do.
#J-18808-Ljbffr