Account Manager

Build trusted client relationships and help shape the delivery of high-stakes technology.

Hybrid, Guildford

2 days in office, remainder remote

Contract type

Full-time, Permanent

Reporting to

COO

Experience required

3+ years in account management within an agency or consultancy

About the role

Formulate is an engineering-led consultancy delivering high-stakes technology, and our clients range from insurance platforms and financial services to consumer brands. We are looking for an Account Manager to take ownership of a portfolio of client relationships as the business grows.

Key responsibilities

• Own a portfolio of client accounts as the named point of contact, taking responsibility for the health of each relationship.
• Run the review meetings for each account, set the agenda and own the actions.
• Own the flow of communication between the client and development team, ensuring nothing important is lost between them.
• Draft proposals and statements of work alongside technical leads, translating client needs into clear commercial documents.
• Identify and develop opportunities within existing accounts.
• Coordinate external marketing partners across paid search, LinkedIn and outreach, holding them to agreed goals and keeping the leadership team informed.
• Triage incoming client support requests, assess urgency, log them properly and make sure the right person picks them up.
• Keep account and pipeline records current in the CRM, and in Jira where clients use it.
• Contribute to regular client portfolio reviews, reporting honestly on status, risks and opportunities.
• Use AI tools to reduce the administrative load of account management and share what works with the rest of the team.

Essential skills and experience

• Three or more years managing client accounts in an agency, consultancy or professional services environment, holding several concurrent relationships.
• Experience writing proposals or statements of work, and the commercial judgement to understand where margin comes from and defend a price.
• Excellent communication skills, especially written English. Your writing will go directly to clients and needs no rewriting.
• Comfort working with engineers and technical subject matter without necessarily being technical yourself.
• An organised, reliable approach, with a track record of following through without being chased.
• The confidence to have a difficult conversation with a client, including saying no when it is the right answer.
• Experience working with clients in regulated sectors such as insurance, financial services or healthcare.
• Familiarity with Jira, Pipedrive or similar delivery and CRM platforms.
• An understanding of data and reporting tools such as Power BI, enough to follow the conversation.
• Experience managing external marketing agencies against performance goals.
• Practical experience using AI assistants, such as Claude, as part of daily work.

Our values

We are looking for someone who brings energy, positivity and resourcefulness to their work; someone who sees a challenge and looks for a way through it, rather than a reason it cannot be done. You will fit right in if you are proactive, adaptable and enjoy figuring things out, especially with the help of modern AI and automation tools.

We tell clients the truth about risk and complexity, and we expect the same honesty internally.

What we offer

• A hybrid working pattern, with two days per week in our Guildford office and the rest remote.
• A real portfolio from day one. You will own relationships, not support someone else's.
• Variety in the work and across client sectors, from insurance and financial services platforms to consumer brands.
• Direct exposure to the leadership team and to how a scaling consultancy actually runs.
• A supportive, collaborative team culture built around a can-do mindset.
• Ongoing learning and development, including exposure to the latest AI and automation tools.
• Clear opportunities to grow as the business scales, including into senior account management.

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