Why Ryan?

• Competitive Compensation and Benefits
• Business Connectivity Reimbursement (Phone/Internet)
• Gym Membership or Equipment Reimbursement
• LinkedIn Learning Subscription
• Flexible Work Environment
• Tuition Reimbursement After One Year of Service
• Accelerated Career Path
• Award-Winning Culture & Community Outreach

Key responsibilities

• Manage a portfolio of enterprise customer accounts, developing strong and lasting relationships with key contacts and decision-makers.
• Act as the primary day-to-day contact for assigned customers.
• Develop a clear understanding of each customer’s organisation, priorities, challenges and commercial objectives.
• Create and maintain account plans covering customer engagement, retention, growth opportunities and agreed actions.
• Proactively identify opportunities to expand existing relationships through additional services, solutions or areas of support.
• Support the achievement of revenue, retention, margin and customer satisfaction targets.
• Prepare and deliver customer meetings, business reviews, proposals and presentations.
• Coordinate internal teams to ensure customer requirements are understood and delivered effectively.
• Monitor account activity, service performance, risks and outstanding actions, escalating issues promptly when required.
• Manage customer communications professionally and ensure commitments are followed through.
• Maintain accurate and up-to-date records in the relevant CRM and business systems.
• Work with colleagues across sales, operations, finance, delivery and support functions to resolve customer queries and improve the customer experience.
• Support contract renewals, commercial negotiations and pricing discussions in line with company processes.
• Gather customer feedback and share market, competitor and customer insight with the wider business.
• Contribute to continuous improvement across account management processes, systems and ways of working.
• Comply with all company policies, procedures, legal requirements and relevant industry standards.
• Undertake other reasonable duties consistent with the role.

Key measures of success

• Customer retention and satisfaction.
• Achievement of account revenue and growth targets.
• Quality and accuracy of account plans, forecasts and records.
• Timely resolution of customer issues and actions.
• Strength and depth of customer relationships.
• Successful renewals, expansions and new opportunities within existing accounts.
• Effective collaboration with internal teams.
• Consistent delivery against agreed service and commercial commitments.

Experience and qualifications

Essential:

• Experience in account management, relationship management, sales or a comparable customer-facing commercial role.
• Experience managing business or enterprise customers.
• Strong commercial awareness and understanding of customer value.
• Demonstrable ability to build trusted relationships with stakeholders at different levels.
• Experience preparing for and leading customer meetings or business reviews.
• Strong organisational skills and the ability to manage multiple accounts, priorities and deadlines.
• Excellent written and verbal communication skills.
• Ability to work collaboratively across multiple internal teams.
• Confident using CRM systems and standard business software.

Desirable:

• Experience managing complex, high-value or strategically important accounts.
• Experience supporting contract renewals, tenders or commercial negotiations.
• Relevant professional, commercial or industry qualification.

Personal attributes

• Customer-focused and committed to delivering a high-quality experience.
• Commercially minded and able to identify opportunities for growth.
• Proactive, accountable and comfortable taking ownership.
• Professional, credible and confident when working with senior stakeholders.
• Resilient and capable of managing challenging conversations.
• Well organised, detail-focused and reliable.
• Collaborative and willing to support wider team objectives.
• Curious, adaptable and committed to continuous improvement.
• Able to exercise sound judgement and escalate issues appropriately.

Working relationships

Internal:

• Enterprise Team Manager
• Enterprise sales and account management colleagues
• Operations and service delivery teams
• Finance and commercial teams
• Product, technical or specialist teams
• Senior leadership and support functions

External:

• Customer contacts and decision-makers
• Strategic partners and suppliers, where relevant

Role boundaries

The Account Manager is responsible for the day-to-day management and development of assigned customer accounts. The role does not carry direct line-management responsibility unless specifically agreed. Strategic, high-risk or commercially sensitive matters should be escalated to the Enterprise Team Manager or relevant senior stakeholder.

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