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B2B Account Manager

Remote Contract

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Experience Level

Manager

Qualifications

Essential Qualifications:Proven experience in developing scalable customer support or account management frameworks for high-volume clientele. Experience in defining segmentation models and establishing multi-tier service strategies. Proficient in mapping workflows, delineating roles and responsibilities, and creating efficient end-to-end processes. Comfortable analyzing large data sets to inform decision-making and priorities. Adept at leading workshops and engaging with diverse customer segments. Skilled in producing clear and concise guidance and materials. Note: This position is available only for candidates located within the UK and is not open to overseas applicants.

About the job

Join us as a B2B Account Manager and take on an exciting role where you will:

  • Implement a strategic hybrid account management approach, integrating personalized support with scalable solutions.
  • Create and refine customer segmentation (e.g., Tier A/B/C) based on complexity, risk, and unique technical requirements.
  • Advise on the ideal size, roles, and structure of the account management team for optimal operations.
  • Define interaction protocols between account managers and technical, operations, policy, and data teams.
  • Establish clear workflows for addressing technical challenges, release communications, change deployment, and customer readiness.
  • Set up escalation pathways and clarify roles and responsibilities (RACI).
  • Develop mechanisms for tracking reports and insights (customer health, error trends, readiness indicators).
  • Design practical templates including customer engagement plans, change-readiness checklists, issue-triage scripts, and briefing packs.
  • Recommend suitable tools or light CRM approaches for managing 500-1000 accounts.
  • Outline a roadmap for phased implementation.
  • Train internal staff and integrate repeatable processes.
  • Provide guidance on metrics to monitor success and facilitate ongoing refinement of the model.

About Companies House

We are seeking a B2B Account Manager (Inside IR35) for a one-month contract (with potential for extension) with Companies House, a pivotal agency driving confidence in the UK economy. This is a remote working opportunity. At Companies House, we play a critical role in combating corrupt business practices by ensuring transparency and clarity, essential for maintaining the UK's status as a premier business destination. We are in the midst of a transformative period, revolutionizing our systems, culture, services, and operational methods, with our team at the forefront of these changes.

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