Account and Relationship Manager

About this role

Full-time, permanent position based in the United Kingdom. To apply for this role, you must be based in the United Kingdom.
Salary £45,000 - £55,000 (depending on experience).
Closing date: Sunday 18th October
Industry: Education and Software, with a focus on medical and health professional education.
In this role, you will take full commercial and operational ownership of assigned customer accounts, going beyond basic relationship management. You will apply strong commercial judgment to drive contract renewals, identify growth opportunities within the customer account and maintain a deep understanding of each customer's strategic landscape. Working closely with delivery specialists within the customer success team, you will serve as the primary accountable leader for driving long-term account value, retention and satisfaction.
At risr/ our software and services help institutions, such as Universities, Specialist Medical Colleges and regulatory bodies, achieve digital transformation of their assessment processes (written and clinical exams, workplace-based assessments, etc).
Requirements
Responsibilities

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Customer Relationship Building: Establishing and nurturing relationships with customer stakeholders at multiple levels in their organisation.

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Account Management: Actively taking complete ownership of the overall health, strategy and strategic development of assigned accounts. This includes proactively identifying risks, unlocking new opportunities, aligning with the customer's broader business objectives, and ensuring they consistently achieve maximum value from their investment.

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Communication: Acting as the primary point of contact between the customer and risr/ for anything that is not day-to-day support.

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Needs Assessment: Identifying customer needs and ensuring they are met through appropriate risr/ solutions.

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Cross-Selling and Up-Selling: Recognising opportunities to offer additional risr/ products or services that benefit the customer.

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Contract and Renewal Management: Handling contracts, renewals and negotiations.

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Issue Resolution: Addressing and resolving any customer concerns or escalations promptly in collaboration with other team members as required.

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Product Knowledge: Maintaining a good understanding of the risr/ products as they develop and are updated.

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Continuous Improvement: Having a deep understanding of the customer in order to respond and adapt to the way they change and evolve to ensure that we continue to deliver optimal service and value.

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Information Management: Utilising a central platform (CRM) to maintain accurate, up-to-date records for all existing customer accounts. This includes tracking ongoing relationship milestones, renewal timelines, commercial growth opportunities and customer interactions to promote seamless cross-team collaboration, consistency, and transparency across risr/.

Accountabilities

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Customer Retention: Accountable for retaining customers and renewing contracts.

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Customer Satisfaction Scores: Accountable for achieving target satisfaction metrics.

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Revenue Targets from Existing Customers: Accountable for meeting financial goals related to cross-selling and up-selling.

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Accurate Reporting: Providing ongoing transparent and accurate reports on customer health and account status to their team and the rest of risr/ using synchronous and asynchronous methods.

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Customer Advocacy: Ensuring the customer’s voice is heard within risr/ to influence product and service improvements by understanding customer needs and contributing to our product development activities.

Experience

• At least 5 years of experience as an account and relationship manager in a customer-facing role, ideally in a SaaS/B2B role.

• Experience and skill in handling contractual negotiations, reconciliations and revisions is preferable.

• Digital Transformation exposure utilising SaaS solutions and services.

• Technical-minded and solution-oriented.

• Excellent communication and stakeholder management skills.

• Ability to build a detailed understanding of assigned clients and their evolving business needs.

• Proven understanding of commercial decision-making.

• Knowledge of the UK's education and business landscape, trends, challenges, opportunities, buying styles, behaviours, practices and approaches is preferable.

• Ability to demonstrate a deep understanding of customer strategies/objectives.

• Ability to take a collaborative approach to relationship building and sales-related tasks.

Who we are looking for

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Culturally: Our self-managed, remote working culture isn’t for everyone. Our cultural principles include having a proactive, can-do attitude that is both positive and enthusiastic.

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Technical Skills: Contract negotiation, execution and renewal skills. Aptitude to develop a good understanding of the risr/ products and services range quickly and to translate customer challenges into value-based solutions.

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Problem-Solving Skills: Problem-solving skills and the ability to think on one’s feet are essential, as well as the ability to devise commercial, technical, and creative solutions alongside team members.

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Communication Skills: Communicate effectively and set expectations clearly, concisely, and consistently, both internally and externally.

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Time Management: Prioritise tasks, set goals, and allocate time wisely to enhance productivity while remaining adaptable to unexpected events.

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Initiative: Be self-starting and proactive when handling multiple customers.

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Team Collaboration: Routinely work and collaborate with other team members such as sales/marketing, delivery and development to resolve customer challenges and provide feedback on market direction.

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Progressive: A curious, experimental relationship with AI. You try things, reflect on what works, and embed it into how you actually work, not just how you think about working.

About us
The risr/ mission is to provide technology to enable every ambition.
The…