Senior Account Manager (B2C Customer Support)

Hybrid working: You will be working in our Canary Wharf office 3 days a week with 2 days a week working from home.

Salary: £45,000 - £50,000 based on experience.

Experience: 3+ Years of Leading Customer Support Teams.

Perks: You will benefit from perks such as free wellness events, Apple Macbook, Team socials, monthly progression and an amazing office - located in Canary Wharf.

The role is split into 2 parts; Digital Customer Service and Account Management. This hybrid role requires knowledge within both Digital Customer Management (we use Zendesk, Freshdesk, Sprinklr, Ringover and AgoraPulse) and Account Management - in order to grow the business sustainability with our clients.

To be successful in this role, you will need to have strong writing, organisation and communication skills. As well as previous experience within digital customer service, managing large teams of customer support agents, communicating with brands online and a deep passion for customer success.

• Line Managing and mentoring junior colleagues, supporting their development and performance. Taking responsibility for their performance and client satisfaction.
• Leading client renewals across your management line, maintaining strong long-term partnerships.
• Driving upsell opportunities and increasing client revenue year-on-year.
• Identifying cost-saving opportunities while ensuring efficient and high-performing support teams.
• Taking ownership on issue resolution and strategic decision-making within the Senior Team.
• Assisting with New Business Incentives and RFP proposals. Delivering training and targets of new incentives to Junior team members.
• Setting and maintaining a gold standard across the business through leadership, quality and accountability.
• Being available to independently solve serious, urgent or sensitive client issues where senior input is required.
• Supporting the creation or improvement of internal processes, templates and training materials to improve consistency across the Account Management team.
• Enhance the productivity of your team using AI initiatives across workstreams.

Training Junior Members

• Training Junior colleagues on their workload.
• Conducting weekly meetings with junior colleagues to assess their performance.
• Flagging issues and feedback with junior colleagues to senior management.
• Managing budgets and complex resource requirements.
• Handling crisis response situations without senior support. Providing senior support with a summary of actions taken.
• Play a key role in the onboarding of new clients.

Client Management

Initiating and sustaining relationships with senior clients. In-person meetings and client entertainment.

• Reporting on performance and analytics of performance to clients.
• Effectively responding to all client enquiries and requests in a timely manner.
• Reporting account performance into Account Director.
• Time tracking and reporting on client social media account usage.

General

Take a lead with new projects and services rolled out by Socialbear.

• New business development, focus on upsells opportunities within current clients.
• Awareness of renewals and contract deadlines for clients.
• Assistance with creating renewal documentation and presentations.
• Effectively responding to all client enquiries and requests (training provided).
• Initiating and sustaining relationships with clients and prospects.
• Reporting on performance and analytics of Community Management performance to clients.
• Managing and setting up the Agora platform for new clients.
• Recruiting, managing and growing a team of freelance Community Managements and Account Managers over time who will assist you in delivering your business objectives.
• Initiating and sustaining relationships with clients and prospects.
• Confidence in training a team of agents remotely and in-person, ensuring accuracy remains consistent on all client accounts.
• Responding to new briefs and business opportunities.
• Managing budgets and complex resource requirements.
• Handling teams of 60+ agents, with absences, resource schedules.
• Handling crisis response situations without senior support.
• Proactively generating ideas for the company and Account team.
• Managing multi level projects from the outset.
• Managing high level projects at circa £250k+ revenue plus

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