Customer Account Manager

Tyne and Wear Permanent Competitive basic and commission Ref: 404412

The Opportunity:

Nigel Wright Group are supporting a North-East based B2B SaaS business in their search for a Customer Account Manager. Due to significant growth, this role has been created to drive the company growth strategy with a specific focus on improving revenue retention. This role is crucial in driving both customer success and financial efficiency for the company. The ideal candidate will be someone who is highly detail-oriented, financially savvy, and capable of building and optimising processes that lead to measurable revenue improvements.

Role Profile:

•   Act as a trusted advisor for key accounts
•   Drive proactive engagement to maintain high levels of product adoption and customer retention.
•   Responsible for account renewal and expansion
•   Collaborate with internal departments to act as the conduit between client and business
•   Financial management of customer accounts including accurate and timely invoicing
•   Create and analyse financial reports and provide insights into account usage and trends
•   Maximise upsell and cross sell opportunities to increase and protect revenue
•   Regularly review accounts to identify potential risk and manage churn

Person Specification:

•   Highly commercial and financially astute individual with experience in a B2B SaaS environment.
•   Proven experience in a customer account management role, particularly with a focus on subscription management and financial administration.
•   Proficient with financial software tools like Stripe, Excel, and other financial management platforms.
•   Proven ability to develop and implement effective processes and procedures that enhance customer success and retention, with a focus on financial accuracy and compliance.
•   Proficiency in Excel for financial analysis, data management, and reporting.
•   Ability to create complex financial models, analyse large datasets, and generate meaningful insights.
•   Experience using subscription management and billing platforms such as Stripe, Chargebee, Zuora, or similar tools, as well as Hubspot CRM systems for tracking customer engagement and retention.
•   Exceptional organisational and administrative capabilities, with an eye for detail and accuracy in managing financial records, contracts, and subscription data.
•   Ability to analyse financial and customer data to inform retention strategies and identify areas for revenue growth.
•   Comfortable working with KPIs related to net recurring revenue, churn, and customer lifetime value.
•   Excellent communication skills with the ability to navigate complex customer relationships, resolve financial issues, and ensure a high level of customer satisfaction.
•   Ability to work cross-functionally with Finance, Sales, Marketing and Customer Success teams to ensure alignment on customer accounts and financial strategies.