Hello!
Thanks for clicking through to apply: we look forward to hearing from you. Please note that while this is a remote first role we can only consider applicants who are based in (and who have the right to work in) the UK or Republic of Ireland.
Synergy Learning is seeking a dynamic, customer-focused Account Manager to manage and grow our SME (small-to-medium enterprise) customer accounts. This role is perfect for someone who is early in their sales career, but has some experience in SaaS account management or customer success who’s passionate about learning, customer development, and delivering outstanding customer experiences.
The Junior Account Manager will nurture and expand relationships with our SME customers, focusing on delivering value and driving customer success. You will act as a bridge between Sales and Support, sustaining long-term growth and profitability by helping customers achieve their goals with Synergy Learning’s platforms, products and services.
If a positive and inclusive culture with the incredible flexibility that remote first working brings appeals to you, we just might be exactly what you are searching for!
Key Responsibilities
1. Develop strong, long-term relationships with SME customers, understanding their unique needs and challenges.
2. Implement retention strategies to ensure high customer satisfaction and loyalty.
3. Identify and pursue upsell or cross-sell opportunities to maximise value from our products and services.
4. Proactively address any customer needs or issues, coordinating with internal teams to find solutions.
Sales & Revenue Targets
1. Consistently meet or exceed renewal and upsell targets for SME accounts.
2. Keep accurate forecasts, adapting strategies to meet evolving customer needs.
Strategic Insights & Planning
1. Stay informed about industry trends and SME-specific challenges to support customer success and identify growth opportunities.
2. Conduct strategic account planning, aligning Synergy Learning’s offerings with each customer’s business objectives.
Feedback & Continuous Improvement
1. Act as a voice for customers within Synergy Learning, sharing insights with CX, Support, and Operations to enhance our offerings.
2. Help improve our solutions by collaborating with circles to incorporate customer feedback.
Team Collaboration
1. Collaborate closely with Sales, Marketing, Consultancy, Project Management and Support circles to ensure a smooth customer experience.
2. Share insights and best practices with colleagues to support team learning and client success.
Contract Management & Negotiation
1. Manage contract renewals for SME customers, ensuring timely and beneficial terms.
2. Support price and contract negotiations, aligning with business goals and customer satisfaction.
Products & Services
1. Stay up-to-date on product updates to educate customers about new features and offerings.
2. Lead customer workshops or demos to highlight how customers can make the most of our platforms and/or products.
Professional Development & Training
1. Acquire & maintain the necessary levels of technical expertise to sell our products and services with accuracy and confidence.
2. Proactively seek out training opportunities, workshops, or seminars that can elevate sales skills, product knowledge, or industry insights.
3. Actively participate in our performance enablement programme through positive engagement in 1-2-1s, the acquisition of skills and the achievement of agreed goals.
Information Management
1. Ensure that all sales administration in the CRM is updated with accuracy and adherence to best practices.
2. Maintain and update best practice documentation within our Confluence platform for optimal knowledge sharing and collaboration.
Essential Criteria - You must have:
1. The right to live and work and be resident in the UK or the Republic of Ireland.
2. At least 1 year of experience in an Account Management/ Customer Success role in a SaaS environment, especially within the SME segment.
3. Demonstrated a track record of achieving sales targets and client retention rates.
4. Experience with CRM software (we use Hubspot).
Valuable Experience - We would love you to have:
1. A degree in Business or a related field, or advanced certifications in sales or account management.
2. Knowledge of our industry, competitors, and market trends.
3. Expert proficiency in sales tools, CRM systems (specifically Hubspot) and an ability to translate data into actionable strategies.
4. Prior experience in a learning technology company.
We are looking for someone who can demonstrate:
1. A productive home-working environment and the ability and resilience required to work remote-first.
2. Exceptional communication, presentation, and negotiation skills.
3. Strong interpersonal and communication skills.
4. Ability to work collaboratively with internal teams.
5. Results-driven and customer-focused approach.
6. Excellent written and verbal communication skills, with the ability to effectively collaborate with diverse teams.
7. A naturally consultative and solution-oriented sales approach.
8. Efficient time management skills and aptitude for methodical working.
9. Strong analytical skills with a knack for identifying potential opportunities and challenges.
10. Ability to work in a fast-paced, collaborative environment, juggling multiple priorities.
11. Proficiency in Google Suite and/or Microsoft Office.
12. The ability to work independently yet also team-oriented with developed collaboration skills.
13. A hunger for learning and a demonstrable track record of engaging with continuous professional development or experiential learning.
14. Willingness to co-locate in Belfast or other contextually appropriate workspace from time to time.
Relationships & Reporting:
1. Reports to - the Sales Manager.
2. Internal Collaboration - Collaborates across the business but specifically with the Sales, Marketing, Support, Implementation, Operational, UX and Project Management Circles.
3. External Relationships - Engage with key customers.
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