Account Manager - Vouch

Job Description

📍Based in our lovely Sheffield office 3 days per week, the other 2 days are up to you!

ABOUT THE ROLE

We’re looking for a customer centric and commercially astute Account Manager to join our team and help drive our cohort of Scaled customers forwards, maximising their opportunities with Vouch and making them lifelong advocates!

Working as part of our Account Management Team you will get to know our customers inside and out, ensuring we are always one step ahead of their needs. This is a fast-paced role where on any given day you’ll be troubleshooting customer queries, taking care of customer escalations, supporting customers to improve the Vouch experience, offer training and support to maximise income and support the launch of new product features.

The day to day:

No two days are ever the same at Vouch so the need to be agile and a fast decision maker is a must. The pace we move at also means priorities will change and you’ll need to be comfortable with this (we’ll support you!). This is a great opportunity where you're encouraged to take on as much responsibility as you can. Your drive and imagination is your limit, not your job title. We’re constantly evolving and growing and you’ll need to embrace change. On a day to day basis, these are the things that will be keeping you busy.

• Working with and managing a large pool of accounts on a one-to-many basis, who are changing the way they do business by using Vouch’s products and services
• Managing the customer lifecycle from Adoption onwards
• Using data and new tools to target your approach to our customer base so that you continue to drive value from a number of different angles
• Work closely with customers to understand how we can improve products.
• Stay on top of competitor and industry changes to ensure we stay ahead in an ever changing industry
• Working proactively on solving challenging external and internal issues to identify and implement creative solutions for our customers
• Work with customer sentiment metrics and directly with the customer to produce analysis on customer needs and uptake of products.
• Ensuring feedback flows from the customer to the relevant business and product teams
• Working cross-functionally within the company to develop process and improve customer experience
• Collaborating with the sales and technology team members to design and implement new product features that reflect the voice of our customers
• Up-selling additional products and services to existing clients
• Supporting internal team training to ensure we upskill together

ABOUT YOU

You should apply if:

• You are excited about a career in Customer Success and know what good customer service looks like
• You are data driven and want to try Account Management from a new perspective and a one-to-many approach
• You’re an outstanding relationship builder (and can evidence this) and can build rapport quickly
• You have worked in an Account Management/customer facing role in the past
• You’re super organised and have proven your ability to prioritise effectively and meet deadlines
• Change doesn’t faze you; you take the rough with the smooth and take people with you on that journey
• You are energetic, creative, curious and confident
• You get on with everyone and anyone and adapt your style to communicate most effectively with them
• You are full of ideas, are not shy about expressing them and get excited about executing them
• You have a positive attitude, and work well under pressure
• What we’re doing here at Vouch excites you!

And it would be super great if:

• You know what it’s like to work in a young company and love the energy (and sometimes chaos!)
• You have experience using any of the following:
  • Salesforce
  • Gainsight
  • Google suite

WHY YOU'LL LOVE WORKING AT VOUCH

Let’s be honest, start-ups aren’t for everyone. If you work best in a company where processes are established, rules are set and there is a ‘standard’ way of doing things, we’re probably not the place for you.

But, if you love being creative, have a knack for creating opportunities from what others see as challenges and want to work somewhere where you can be yourself and are trusted to do what you do best, then Vouch is the place for you. You’ll be part of a young, successful team with a relaxed atmosphere that allows you to both deliver and grow and expand your skills.

On top of that, here’s a few of the things that our existing team loves about working for Vouch:

🌴 23 days annual leave, plus bank holidays, plus your birthday off!

🚀 Learning and Development budget via Learnably

✨ Pension scheme

And some other perks are:

💻 Flexible working & hybrid working

🐶 Dog friendly office with our most regular fluffy visitors Oscar and Bruno

🍿 Office snacks

🎉 We work hard but enjoy letting our hair down with plenty of team socials

🤗 Exposure to the Goodlord group and the opportunities to progress that come with that

Vouch wants applicants from all backgrounds and walks of life, we are an equal opportunity employer committed to creating an inclusive environment. If there is anything you need to participate fully in the interview process we'd like to hear about that too, please just include it in your application. Come and join us!

Unfortunately Sponsorship is not available for this role

** Please note, as we are regulated by the Financial Conduct Authority, you are required to pass a thorough referencing check via Experian before joining the team. We will only ask for references at the point of making an offer **