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Account Manager

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Organisation

Clear Books provides easy to use cloud accounting and payroll software for thousands of small businesses and accountants. We sell our software through three channels: (a) direct to SMEs through our website; (b) via accountants to their clients; and (c) via large, strategic partners who have small business customers.

Our mission is to empower micro-businesses to better understand and manage their finances.

Over the past thirteen years, we have built a tight-knit team that feels like a family and which has a friendly, enthusiastic and loyal ethos. Employee happiness and recognition is extremely important to us. Our office is based in Hammersmith, but we offer an optional hybrid working arrangement.

We’re looking for an Account Manager to join us as soon as possible.

The role

You will be an extremely proactive and energetic person, a team player with a positive, friendly attitude, an acute eye for detail and the ability to interact with internal and external stakeholders at all levels.

You will report directly to the Support Manager and work alongside the Support, Sales and Marketing teams to plan and execute well-thought-out account management strategies to support our accountant channel. You will be expected to work with a good level of autonomy, leading projects whilst being supported by the team as a whole.

As an Account Manager, your primary role will be helping to aid the growth of our accountant partners. This includes building close relationships with them to understand their needs and how Clear Books can work better for them and their clients. You will propose creative improvements to existing account management activities to help achieve your goals.

You’ll be the face of the company and a valued member of the team. You’ll need to be professional, friendly and take a positive and helpful approach in all that you do.

Responsibilities include

  • Ensure existing accountant partners (and their clients) fully understand how to use the system and are aware of its benefits
  • Engage with existing accountant partners: proactively contact accountant partners to ensure they are happy with our service and ensure they are getting the most from our software
  • Listen to accountant partner recommendations, concerns and feedback, share with relevant Clear Books team members, and lead resolution/implementation of those concerns/feedback
  • Provide relevant industry/regulatory/product insight to accountants (supported by other Clear Books team members)
  • Monitor accountant partner activity and respond to changes in their subscriptions to improve retention
  • Present innovative ideas about how to improve engagement and ‘happiness’ of existing accountant partner base
  • Encourage existing accountant partners to buy more products/services from Clear Books
  • Encourage existing accountant partners to add more clients to Clear Books
  • Arrange/host training events for accountants and their clients, both proactively and in response to requests from accountants
  • Support existing accountant partners which contact you - ensure they understand the system and have a smooth & efficient customer experience
  • Convert any inbound accountant enquiries into active accountant partners/clients using and paying for Clear Books
  • Represent Clear Books at events as required

Requirements

  • 2+ years of account management experience with a track record for building and nurturing relationships with multiple stakeholders
  • A thoughtful communicator who is excellent at communicating through a variety of channels that require both written and verbal skills
  • Great customer service - going above and beyond to satisfy the needs of our customers and accountant partners
  • Experience explaining to end-users how to reach goals using software
  • Ability to learn quickly: you will need to swiftly learn how our accounting and payroll software works so you can help our customers with their queries
  • Thrives in a collaborative environment
  • Excellent organisational skills
  • Be a proactive, astute individual and use your initiative to get things done
  • Target-driven and have experience working towards targets and quotas
  • Able to adapt in a quickly changing environment
  • Experience with CRM software and G-Suite products (Gmail, Google Drive, Docs, Sheets etc)
  • Passion for software
  • Ideally some knowledge of accounting

What we offer

  • The chance to be part of an award-winning company with over 10,000 customers
  • Being part of a company with passion, drive and where every idea is considered
  • Working in an energetic, dynamic and supportive team
  • Flexible office/home working arrangement with some office time required
  • 28 days holiday (inc. Bank holiday) + Length of service awards, half-day birthday and ability to buy extra days
  • Your choice of equipment
  • Cycle to work scheme
  • Training budget for professional development
  • Salary exchange pension scheme (optional)
  • Regular social events e.g. games, monthly drinks
  • Free gym access (office)
  • Free beer on tap (office)
  • Free barrister coffee (office)

Clear Books is proudly registered with the Financial Conduct Authority as an Account Information Services Provider (register no. 843585).