Account Manager
Exeter, England, United Kingdom
Account Manager (e-commerce)
Location: Exeter Science Park, Exeter
Work Arrangement: Hybrid (2 days in the office + 3 days WFH)
Salary: up to £40,000per annum
About Rezcomm:
Rezcomm is revolutionising the airport marketplace through our innovative ecommerce and technology solutions. Our primary clients include airport executives, marketers, commercial managers, and parking operations professionals. Our focus is to simplify their roles and enhance their capabilities in serving their customers. We're not just a service provider; we are partners in our clients' journey, assisting them in leveraging technology for seamless customer experiences and operational efficiency. At Rezcomm, we create tools that empower airports to sell everything from flights to coffee, ensuring a smooth journey for their passengers.
Purpose of the Role:
The Account Manager at Rezcomm is a crucial position focused on building and maintaining robust relationships with our global airport clients. This role is essential in ensuring that our clients receive outstanding support and service, which in turn allows them to offer superior experiences to their passengers. As an Account Manager, you will be instrumental in helping clients fully leverage Rezcomm's technology solutions, aiding them in efficiently managing their operations and enhancing customer engagement.
Key Responsibilities:
Relationship Management:
and maintain strong relationships with key stakeholders within assigned accounts.
as the main point of contact for customer inquiries, issues, and escalations.
customer goals, needs, and challenges to provide personalized support and guidance.
engage with customers to identify opportunities for upselling, cross-selling, and renewals.
Growth and Retention:
account plans and strategies to drive adoption, usage, and retention of the company's SaaS solutions.
regular business reviews to assess customer satisfaction, usage trends, and identify areas for improvement.
with internal teams, such as Sales, Customer Success, and Product, to address customer needs and maximize account growth.
closely with customers to identify expansion opportunities and upsell additional products or features.
Expertise and Training:
a deep understanding of the company's SaaS solutions and stay up-to-date with product updates and enhancements.
customers on the features and benefits of the product and provide training as necessary.
technical issues and coordinate with the support team to ensure prompt resolution.
as a trusted advisor, guiding customers on best practices and offering insights to optimize their usage of the SaaS platform.
Collaboration:
in the pre-sales process to provide product demonstrations, answer technical questions, and address customer concerns.
in the preparation of proposals, contracts, and renewals, ensuring accurate and timely delivery.
customer feedback and market insights with the Sales and Product teams to contribute to the development of new features and enhancements.
Qualifications and Experience:
experience in an account management or customer success role within the SaaS industry.
customer service orientation with excellent communication and interpersonal skills.
ability to build and maintain relationships with customers at various levels.
understanding of SaaS business models, customer lifecycle, and revenue growth strategies.
aptitude and the ability to grasp complex software products quickly.
mindset with the ability to interpret data and make data-driven decisions.
organizational skills with the ability to manage multiple accounts simultaneously.
and proactive with a strong sense of ownership and accountability.
to adapt to changing priorities and work effectively in a fast-paced environment.
degree in business, marketing, or a related field (desirable).
with Jira, Jira Service Desk, HubSpot, or similar CRM systems (desirable).
Role Specifics:
Account Manager will be central to expanding our client base, aiming to effectively manage relationships with existing and new clients.
role requires a proactive approach in managing and enhancing the quality of customer interactions and account management processes, ensuring alignment with Rezcomm's commitment to exceptional customer service.
Account Manager will play a key role in implementing, overseeing, and refining account management strategies, ensuring that client engagement and satisfaction are maintained at the highest levels.