Account Manager

At Xperience, we deliver business efficiencies through Digital Transformation.

We put our clients at the heart of everything we do, helping them create better, faster processes, build stronger customer relationships, strengthen data security, accelerate profitability, and position them for growth. That's why we have over 1,400 clients who are more efficient, more productive, and more profitable because they work with us. Additionally, 95% of our clients say they would recommend us. Our people are the key to our success; they have the expertise and ambition to collaborate with clients to guide them toward optimal solutions. Together, with partnerships with world leaders in technology, we provide smart solutions that enable real digital transformation in businesses, including Cloud, ERP, CRM, Managed IT, and Cyber Security.

About the role

The primary purpose of this role is to deliver on the company's annual commercial plans, working closely with the Director of Account Management, Sales Directors (Business Applications and Cloud & MIT), and the wider Commercial team to execute the broader strategy.

This role involves managing customer relationships on behalf of Xperience, ensuring maximum customer retention, growth, and satisfaction. Account Managers will also support other team members, including attending meetings, preparing quotations, processing orders, and renewing contracts.

The role is client-facing and involves regular engagement with clients to provide business solutions through consultative sales, managing the investigation and resolution of client issues.

This is an excellent opportunity to join a fast-paced, rapidly growing company with ambitious plans. We foster a collaborative and supportive culture where career development is a priority.

Job Responsibilities

Daily activities include:

• Managing day-to-day client interactions, providing reactive and proactive service
• Utilizing the CRM system fully to implement account strategies and ensure key account compliance
• Using the Sales Assistance process within CRM to log pre-sales requirements, aiding other departments in organization
• Achieving sales targets individually and as part of the Account Management team
• Driving cross-sell and upsell opportunities to generate additional revenue
• Managing new leads through the sales process to maintain accurate pipeline and forecast reports
• Conducting fact-finding calls to understand client needs and follow-up to support and close sales
• Providing proactive, high-level customer service and management
• Focusing on customer retention to achieve a net zero customer attrition rate
• Developing Account Plans for strategic and growth clients to maximize cross-sell and upsell opportunities
• Collaborating with delivery teams for pre-sales technical support and recording engagement via Sales Assist
• Working with Marketing to develop campaigns and lead generation activities
• Ensuring smooth handover of client projects from sales to delivery teams
• Proactively engaging with clients for service improvement and handling escalations
• Working collaboratively across departments, demonstrating company values
• Taking responsibility for personal professional development through ongoing learning and training
• Maximizing cross-sell opportunities across the business
• Delivering sales targets and minimizing customer and contract attrition
• Conducting regular customer reviews and maintaining an active sales pipeline

Benefits Package ( subject to specific contract terms):

• Private Medical Insurance after probation, with options for dependents
• Salary Sacrifice Pension Scheme, 5% employer and 3% employee contributions
• Death in Service Benefit x3 times salary
• 30 days annual holiday plus 8 public holidays
• Birthday leave, volunteering day, enhanced sick pay, bereavement and parental leave policies
• Long service awards, recognition awards, and a 36.25-hour workweek
• Hybrid working model and salary sacrifice schemes for cycle and electric vehicle schemes
• Employee referral bonus, discounted IT purchase scheme, social events, and free parking

Experience Required

• Proven sales or account management experience (minimum 3 years)
• Ability to meet and exceed sales targets
• Strong influencing and negotiation skills at all organizational levels, including C-level
• Proficiency in Microsoft Word and Excel
• Willingness to travel across England
• Eligible to work in the UK; no visa sponsorship available
• Valid UK driving license and access to a vehicle for client site visits
• Industry knowledge in Cloud Computing, Managed IT, ERP, and CRM
• Experience with Connectwise and Microsoft Licensing/pricing

Additional Roles

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