Account Manager, Titus
Full time, permanentSalary Range: TBC (based on experience)
The Account Manager owns the commercial and strategic responsibility for a portfolio of high-value customer contracts. This role is focused on managing ongoing customer relationships, leading the contract renewal process, and driving account growth by promoting additional Titus solutions and services. By collaborating with teams across Titus, the Account Manager ensures that customers are satisfied and achieve a strong return on investment from Titus’ products and services.
The Account Manager supports Titus in delivering the following primary goals:
– Achieving high levels of customer success and satisfaction.
– Ensuring contract retention and renewal.
– Driving account growth by promoting additional products and services.
– Building strong customer advocacy, encouraging clients to recommend Titus to others.
You take pride in building close, long-term client relationships while maintaining a detailed understanding of Titus’ products and services. Key competencies for this role include:
– A customer-centric mindset paired with strong commercial acumen.
– Empathy and active listening skills.
– Strategic thinking to deliver value and help customers achieve their business objectives.
– Adaptability and resilience in a fast-paced environment.
– Excellent communication skills, combined with problem-solving and objection-handling abilities.
Key Role Deliverables
Accountabilities
Build and maintain effective, long-term relationships with key stakeholders at multiple assigned customer accounts.
Drive strategic planning for newly acquired contracts through the creation of detailed account plans.
Recommend solutions and enhancements to improve efficiency, revenue, and scalability.
Encourage LMS adoption through communication and collaboration with Titus’ operations and product teams.
Key Responsibilities
1. Relationship Management:
Build and maintain strong relationships with key stakeholders in customer organisations.
Serve as the primary point of contact, addressing customer needs and concerns promptly.
2. Product Adoption & Expansion:
Drive user adoption and engagement by positioning additional training, consultancy services, or resources.
Proactively identify opportunities for customers to utilise additional features or services.
3. Proactive Support:
Monitor customer health metrics and engagement to anticipate potential issues or opportunities.
Collaborate with internal teams (operations, support and product) to resolve challenges and enhance the customer experience.
4. Renewal & Retention:
Ensure customer satisfaction and manage the renewal process for specific client contracts.
Proactively identify and mitigate risks of churn through regular check-ins and feedback collection.
5. Commercial Acumen:
Identify opportunities to showcase Titus (and third-party) products and services that align with customer goals.
Work with solutions and product teams to execute growth strategies.
Feedback & Advocacy:
Gather customer feedback and insights to inform product improvements and business strategies.
Advocate for customers within Titus, serving as their voice in decision-making processes.
Bachelor’s degree or equivalent combination of education and experience.
2-4 years of experience managing customer-facing strategic accounts, ideally in the Learning/Education/SaaS markets.
Strong organisational skills, entrepreneurial mindset and proactive business style.
Proven ability to prioritise high-value projects and balance the demands of multiple tasks in a fast-paced environment.
Excellent communication, presentation and interpersonal skills.
Demonstrated experience in conducting account reviews, strategic account planning and managing customer contract renewals.
Proven performance in achieving customer success, satisfaction and retention goals.
High computer literacy with the ability to learn new software.
Experience with CRM platforms, such as Hubspot, preferred.
If you would like to discuss the opportunity further, please contact Duncan Marrison at duncan.marrison@tituslearning.com.
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Super talented, unflappable and very funny, Phuong supports the whole marketing team in her role as Digital Marketing Executive. Phuong holds a bachelor’s degree in Business Administration and recently completed a master’s degree in Management and Marketing. Originally from Hanoi in Vietnam, Phuong is now based in the UK and climatising brilliantly to our weather and food.
Phuong owns a food review Instagram page as travelling and food are her passion. She also has a cute little french bulldog.
Ellie was the first woman to join Titus and has paved the way for many more since then. After studying for a degree in Fashion and Marketing, Ellie was lucky to find herself at fashion weeks and photoshoots.
Now she’s switched from talk of the front row to front end design and has brought loads of transferable knowledge to Titus. Ellie has also found a real passion for tech, especially in the learning sector, helping clients create positive change for their organisations.
As one of the youngest people at Titus but at the same time one of the oldest serving members of the team, Callum has graced Titus with his broad smile and positive attitude for over 5 years now. As a key member of the marketing team, Callum works across all areas, both on and offline, to ensure that all Titus brands and communication are on point.
After missing out on the opportunity to go to University the first time around, management encouraged him to enrol in our course alongside his work. He is now studying to achieve his Level 6 Diploma in Professional Digital Marketing.
Always bringing innovation and new ideas, Dec studied a degree in Journalism but found his passion in digital marketing. Dec has also worked in marketing for one of the countries biggest retailers and within the property sector.
Outside work, Dec Co-founded a news publication where he collaborated with global brands like Uber, Amazon, BooHoo and countless SMEs.