Account and Relationship Manager

Full-time, permanent position based in England. To apply for this role, you must be based in England.

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).

• Customer Relationship Building:
  Establishing and nurturing relationships with customer stakeholders at multiple levels in their organisation.
• 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.
• Communication:
  Acting as the primary point of contact between the customer and risr/ for anything that is not day‑to‑day support.
• Needs Assessment:
  Identifying customer needs and ensuring they are met through appropriate risr/ solutions.
• Cross‑Selling and Up‑Selling:
  Recognising opportunities to offer additional risr/ products or services that benefit the customer.
• Contract and Renewal Management:
  Handling contracts, renewals and negotiations.
• Issue Resolution:
  Addressing and resolving any customer concerns or escalations promptly in collaboration with other team members as required.
• Product Knowledge:
  Maintaining a good understanding of the risr/ products as they develop and are updated.
• 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.
• 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/.

• Customer Retention:
  Accountable for retaining customers and renewing contracts.
• Customer Satisfaction Scores:
  Accountable for achieving target satisfaction metrics.
• Revenue Targets from Existing Customers:
  Accountable for meeting financial goals related to cross‑selling and up‑selling.
• 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.
• 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.

• 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…