Senior Account Manager - New Works, United Kingdom - The Access Group

The Access Group
The Access Group
Verified Company
New Works, United Kingdom

2 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Join the Access Family and see how we make software ideas become a reality

Our core value of Love work, Love life, Be you' has been central to our success and so we're looking for people to join us who share our passion for making things better every day and help us continue to grow.**
We are the number one UK headquartered software provider in the UK and are forecasted to grow to a global population of over 12,000 employees by 2026.

Are you ready for the challenge?

What are we all about?

We're passionate about helping our customers stay one step ahead of the challenges facing their industry and business, currently helping over 60,000 customers to have the freedom to do more.


Job purpose

To ensure our largest and most important key accounts receive excellent customer service, facilitate their growth in Fathom usage, and minimise any churn or cancellations.


Core role

  • Maintain a portfolio of around 100 of our largest and most important key accounts (mainly large accountant channel customers), servicing them all efficiently and professionally in line with the below points.
  • Act as the key point of contact for each account in your portfolio, responding promptly to any questions, queries or concerns they may have in an appropriate manner.
  • Meet with each customer in the portfolio who is willing to do so (on Zoom, telephone or in person) once per quarter on average.
  • Meet with those customers who require more assistance or more regular calls at a cadence which best facilitates their growth and satisfaction as an account. In general this should not regularly exceed a monthly call.
  • Provide training sessions and demos to our customers, helping them understand how to use Fathom, and educating them on the best ways to leverage the functionality available.
  • Provide advanced advice on implementation and strategy with regards to rolling out Fathom as part of an advisory service.
  • Be an advanced product expert.
  • Understand the accounting industry well. This includes the landscape of the industry as a whole (macro) as well as how practices of various sizes operate (micro).
  • Anonymously share best practices noticed from other customers using Fathom successfully, which might help the customer improve their offering and their use of Fathom.
  • Regularly identify larger opportunities that may arise (other offices, partnership opportunities, strategic collaboration, white labelling, etc) and take action to try to pursue them.
  • Be aware of any communicated or otherwise identified risks of cancellation, the reasons they exist, and act appropriately to try to mitigate the risk.
  • Monitor Tableau and other data sources to identify risks of churn or downgrade and act appropriately to mitigate the risk.
  • For accounts that do cancel, follow up with them professionally and appropriately, looking to understand the reason for the cancellation and whether there's anything we can do to win the customer back.
  • Maintain contact with lost customers in a scalable and efficient manner, with the aim of one day winning them back.
  • To the best of your ability, aim to meet quarterly targets for expansion revenue, retention, and any other KPI targets agreed.
  • Maintain and update all the information specified in the AM playbook within the CRM. This should be done in a timely manner so that information is up to date and reliable when it needs to be referred to.
  • Complete the AM recurring controls for your accounts within 48 working hours of the date they arise, and address and reviewer comments within 48 working hours of them being left.
  • Keep the Proactive AM playbook up to date for any tweaks to our way of working.
  • Review recurring check controls of more junior account managers.
  • Act as first escalation point for more junior account managers.
  • Feed back any product requests or requirements heard from customers to the product team.
  • Report any bugs noticed by customers to the developers.

Outside of core role

  • Regularly generate tactical and strategic ideas for discussion, with the aim of continually improving and evolving our ways of working.
  • Be confident with numbers, tables and charts:
  • Internal purposes:
ability to identify trends in our results, spot opportunities and issues.

  • External purposes:
ability to understand the data our clients are working with and configuring in Fathom.

  • Occasionally present external webinars.
  • At times, you may be required to assist with our support function (Intercom) in case of very specific queries, or your managed accounts asking something that is best addressed by you.
  • Report any bugs noticed by you to the developers.
  • Assist and represent Fathom at industry events. This involves talking to prospects about what Fathom is and does, how it may help them, and taking any necessary follow-up actions to progress them through the pipeline.
  • Take part in local or global projects when reasonable and appropriate for you to do so. This is likely to be as a project leader
  • Support our marketing function by seeking out useful customer stories, and feeding back any relevant insights.
  • On a day-to-day basis reflecting Fathom's values by going above and beyond for our customers.
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