Head of Account Management

Location: Leeds, United Kingdom

The Role

Do you live for making sure the customer is always happy and that the service you deliver is of a gold standard? Crisp is on a lookout for a Head of Account Management to join our ever-growing Customer Success team!

Crisp is a company that monitors the Internet for issues impacting the safety and finances of some of the world’s largest, best known brands and social platforms. We help our clients by detecting issues, incidents and disinformation being spread about brands on the Internet and ensuring they are first to know, enabling them to be first to act.

Crisp blends our own AI with expert human oversight by our hundreds of analysts to provide 24/7/365 monitoring and escalation in over 50 languages

The ‘What’

As a newly appointed Head of Account Management you will be a self-motivated person who is passionate about customers and their happiness and delivering exceptional results, measuring it with NPS scores and by maintaining low churn.

Building and maintaining strong, long-lasting customer relationships will be at the heart of your daily tasks. You will keep the VP of Client Partnerships up to date with issues, requests, customer news, level of customer happiness and risk signals so there are no surprises.

You will be the guardian of policy and procedure making sure that Account Managers keep Salesforce and all key client documentation up-to-date, ensuring customer facing documentation and communications contain clear signposting to all customer request lines and that the Change Orders are completed end-to-end in line with process.

Requirements

  • 5+ years of account management experience in the digital space, at least 2 at a senior level
  • Proven ability at creation and improvement of processes to drive team excellence and efficiency
  • Highly organised with an eye for detail
  • Great team leadership skills and ability to drive teams to achieve quarterly and annual objectives and targets
  • Extremely proficient at working in a data-driven environment to extract required insights and reports
  • Excellent people skills to interact with staff, colleagues, cross-functional teams and customers
  • Strong written skills and ability to write reports on team activity that concisely summarise issues

Benefits

  • 25 days holiday + Bank Holidays
  • Critical Illness and life insurance cover
  • Healthcare Cash Plan
  • Fruit on Mondays
  • Breakfast & beer Fridays and monthly pizza treat !

Statement:

'This work meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974, any applicants who are offered work for this organisation will be subject to an enhanced check from the Disclosure and Barring Service (DBS). This will include details of cautions, reprimands or final warnings as well as convictions. A criminal record will not automatically bar a person from successfully taking up this post.”