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Head of Customer Account Management

Job description: Head of Customer Account Management


Job description: Head of Customer Account Management

Job purpose:

The Account Management role is responsible for the retention and development of the company’s customers, maintaining the on-going revenue stream and maximising profitability by up- and cross-selling.  The role also manages incoming new business opportunities.

Main responsibilities:

  • Post-sale customer support
    • Onboarding new customers
    • Performing pro-active account manager role for existing customers
    • Handling renewal dates for services, e.g. SSLs, domains
    • Communicating with customers through meetings, email and telephone
    • Liaising with the technical team on behalf of customers
    • Following up on resolved customer issues to monitor satisfaction
    • Advising customers on additional services available from Nimbus Hosting
  • Marketing
    • Contributing to the development / implementation of marketing activities
    • Contributing ideas / support to develop marketing collateral
    • Writing blogs and case studies
    • Participating in marketing and networking events
  • Representing Nimbus Hosting at industry events
  • Sales / sales support
    • Implementing CRM system to manage leads
    • Responding to requests for quotations and package recommendations
    • Working with customers to define requirements
    • Converting telephone and email based leads
    • Using contacts to generate new business
    • Presenting Nimbus Hosting’s market proposition
    • Demonstrating Nimbus Hosting’s capability and experience
    • Coordinating solution pricing and preparing quote
  • Business planning
    • Contributing to business plan development
    • Contributing to budget and financial forecasts

Person spec:
The role holder will be a highly motivated self-starter with a working knowledge of web hosting and digital agency operations.

Skill requirements include:

  • Account and team management experience
  • Excellent planning and organisation skills
  • Excellent interpersonal and relationship building skills
  • Excellent communication skills, spoken and written
  • Ability to handle difficult customers diplomatically
  • Experience of managing profitability of customer accounts
  • Strong desktop IT skills
  • Driving licence
  • A can-do attitude


If your interested in this role or have any questions please email your C.V. to info@nimbushosting.co.uk