Account Management Executive

Customer Success | Account Management | Customer Support | Negotiation | Upselling

A well-established international technology manufacturer operating within the public transport sector is looking for an Account Management Executive to join a newly established Account Management team. The business has experienced strong growth in recent years and is continuing to develop its customer-facing functions as part of wider technological and organisational change.

This is an opportunity for a motivated, customer-focused professional to manage and develop relationships with an established portfolio of customers, moving interactions from reactive support towards proactive, long-term partnership. The role reports to the Head of Account Management and offers scope to develop commercially within a growing international business.

Key Responsibilities

• Manage a portfolio of assigned accounts, acting as the primary point of contact and ensuring a consistently high standard of service and engagement.
• Build strong, long-term customer relationships and develop interactions from reactive support into proactive partnership.
• Support the Head of Account Management with account tiering and the delivery of appropriate service levels across the customer base.
• Identify upsell and cross-sell opportunities within existing accounts and work with the wider sales team to convert opportunities into revenue.
• Maintain accurate account records, including customer activity, opportunities, feedback, contacts, order history, contracts and correspondence.
• Conduct regular account reviews and customer check-ins covering performance, open issues and upcoming requirements.
• Log and monitor customer queries and support issues through to resolution, escalating technical matters to the appropriate internal teams.
• Proactively identify upcoming contract and warranty renewals and coordinate the renewal process.
• Prepare and deliver Quarterly Business Reviews (QBRs) for key accounts, covering performance, customer satisfaction and future opportunities.
• Monitor customer satisfaction and identify potentially at-risk accounts at an early stage.
• Feed relevant customer and market insight back into the wider business.
• Represent the business during customer site visits and at relevant industry events and trade shows.
• Experience in a customer-facing role such as account management, customer success, customer support or sales.
• Strong interpersonal skills with the ability to build rapport and maintain trust with customers at all levels.
• A proactive, solutions-focused approach with a genuine commitment to delivering excellent customer service.
• Excellent organisational and time-management skills, with the ability to manage multiple accounts and priorities simultaneously.
• Strong written and verbal communication skills, with confidence engaging customers and internal stakeholders.
• Ability to work independently while collaborating effectively within a small, growing team.
• Commercial awareness and an understanding of how account management contributes to customer retention and business growth.
• Comfort using account management, CRM and ticketing tools to manage customer activity and communications.
• High attention to detail and accuracy in customer-facing communications and record keeping.
• Proficiency in Microsoft Office and the ability to learn new systems and processes quickly.
• Willingness to travel across the UK and occasionally internationally for customer visits and industry events.
• Experience within public transport, passenger information systems or the wider transport technology sector.
• Previous B2B account management or customer success experience with a track record of retaining and growing customer relationships.
• Experience with platforms such as Microsoft Dynamics 365, HubSpot, Jira or comparable CRM, ticketing or workflow systems.
• Experience working cross-functionally with sales, operations and technical teams.
• Experience within a technology or manufacturing environment.
• Experience delivering Quarterly Business Reviews or using formal account-planning methodologies.
• Experience using SharePoint or similar internal collaboration platforms.
• An additional language such as French, German or Spanish would be advantageous for supporting an international customer base.
• A professional, collaborative and adaptable approach, with enthusiasm for developing within a fast-moving business.

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