Account Manager

Overview

Account Manager responsible for driving sales performance, account growth and margin targets; delivering client satisfaction and retention; developing and executing account growth plans; and collaborating with cross-functional teams to co-create solutions for client needs.

• Drive sales performance and achieve account growth and margin targets, contributing to division performance.
• Deliver high levels of client satisfaction and retention (measured by cNPS and contract renewal rates).
• Identify where the division can bring new value to the client through service innovation and/or new services in partnership with clients; crystallise solutions to improve existing services or address new service requirements.
• Develop win strategies that maximise profitable growth by engaging new customer and product insights, innovation, and collaboration with Business Development, proposition & pre-sales teams, and Transactional Sales to co-create and close solutions for new client needs.
• Proactively develop and execute account growth plans and drive pipeline opportunities to close and win.
• Apply rigorous data-led sales reporting (through Salesforce) to drive timely and informed decision-making and pipeline understanding.
• Shape go-to-market strategy and execution by incorporating Voice of Customer (VoC) and client insight into strategy planning, target setting, and proposition requirements.
• Adhere to CPS commercial, architectural and operational governance standards.
• [Where relevant] Inspire and motivate a high-performing account management team by modelling and instilling a culture of account-based sales excellence, coaching and performance management.

• Note: This section summarizes key responsibilities for the Account Manager role including account growth, planning, client relationship management, collaboration and solution development, governance and compliance, and sales leadership.

• Develop and execute robust account growth plans, informed by client insight and market trends.
• Identify and pursue opportunities for re-tender, renewal, and new business, supported by win strategies, in collaboration with Business Development and Sales Operations as appropriate.
• Use data-driven approaches (e.g., Salesforce) for pipeline management, forecasting, and reporting to enable accurate data-led sales planning, reporting and performance.

• Build, maintain, and deepen trusted relationships with clients and networks to bring new insight to client’s strategic priorities and operational challenges and transformation agenda.
• Act as a strategic advisor, shaping future service requirements and influencing client stakeholders.

• Work in partnership with Business Development, Pre-Sales team, and AIPO to co-create solutions that address client needs.
• Orchestrate cross-functional teams to deliver new business acquisition and seamless transitions into account management.

• Lead qualification recommendations through sales governance.
• Ensure all opportunities and proposals adhere to Capita’s commercial, operational, and architectural standards.
• Maintain high standards of data quality and compliance in all account management activities.

• Lead, coach and inspire account management teams to deliver sales excellence and high performance.
• Model best practice in account planning, sales execution, and client engagement to drive sales performance and account growth.
• Identify and address training needs, fostering a culture of continuous learning and improvement.
• Work in partnership with Business Development to onboard and ensure a smooth transition of new business into client account management.

Location:

London, United Kingdom

Time Type:
Full time

Contract Type:
Permanent

Capita is an outsourcer, helping clients across the public and private sectors run complex business processes more efficiently, creating better consumer experiences. Operating across 8 countries, we support primarily UK and European clients with people-based services underpinned by market-leading technology.