Account Manager

International ecommerce cross border parcel delivery specialist looking for an experienced Strategic Account Manager based from home anywhere across the UK

Job Title: Account Manager
Reporting to: Sales Director / Head of Sales

Role Purpose
The Account Manager is responsible for managing, retaining, and growing a portfolio of customers while ensuring the delivery of excellent service. Acting as the primary point of contact, this role builds trusted relationships, resolves customer needs, and supports the sales team in maximising revenue opportunities.
The role reflects our clients core values-placing the customer first, collaborating across teams, taking ownership of outcomes, and delivering excellence in every interaction.

Key Responsibilities :

Customer Relationship Management

• Serve as the main point of contact for assigned accounts, providing exceptional service and support.
• Build and maintain strong relationships with key contacts within customer organisations.
• Act as the customer's internal advocate, ensuring their needs and priorities are understood across Starlinks Global.

Revenue & Account Growth

• Retain and grow revenue within assigned accounts by identifying opportunities for additional services.
• Support upselling and cross-selling of our clientsl services, helping customers maximise value.
• Collaborate with the sales team to identify potential new business opportunities within existing accounts.

Operational Excellence

• Ensure all customer interactions, activity, and account information are accurately recorded in the CRM system.
• Monitor account performance, including service delivery, KPIs, and customer satisfaction.
• Support monthly and quarterly business reviews, providing clear updates and recommendations.

Collaboration & Communication

• Work closely with the wider team to ensure customers have access to relevant experts and resources.
• Support the resolution of any customer issues quickly and efficiently, escalating where necessary.
• Share insights from customer interactions to inform service improvements and commercial initiatives.

Continuous Improvement

• Identify and recommend opportunities to enhance service delivery and the customer experience.
• Stay up to date with industry trends and customer market developments.

Key Skills & Attributes

• Strong customer service and relationship management skills
• Commercial awareness with a focus on account growth
• Excellent communication and interpersonal skills
• Organised, proactive, and detail-oriented
• Collaborative and able to work across teams
• Data-driven, with discipline in CRM management and reporting
• Problem-solving mindset with the ability to manage multiple priorities

What Success Looks Like

• Customers are satisfied, retained, and see our clientl as a trusted partner
• Revenue from assigned accounts is maintained or grows
• CRM data is accurate, complete, and up to date
• Operational processes are followed, enabling smooth account management
• Opportunities for additional services are consistently identified and delivered

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