Customer Account Manager

Customer Account Manager

Our client, who is a leading provider of telecommunications and IT services based in Swansea and is a 40-year established, multi-award-winning team, is seeking a Customer Account Manager to play a pivotal role in cultivating and expanding client relationships while driving business growth.

The Customer Account Manager will focus on managing and nurturing customer accounts, ensuring their satisfaction, and identifying renewal opportunities, upselling and referrals. This dynamic role requires a proactive, detail-oriented professional with a deep understanding of our client’s product portfolio and a commitment to delivering exceptional customer service.


£21,250 to £23k dependent on experience and an OTE of £36k with an uncapped commission plan.


Swansea (working from home once a week once the probation period is based)


Monday to Friday, 8:30 am – 5 pm

Type of Role

Full-time, permanent

The Role

Key Responsibilities:

  • Drive customer re-signs, renewals, and retention while minimising churn.
  • Manage a diverse portfolio of existing and new customers, primarily focusing on Mobile, Fixed-line, Internet, Hosted, and Digital IT products.
  • Build and maintain strong, enduring relationships with your customer base.
  • Conduct thorough account mapping to identify existing telecoms services, suppliers, contract end dates, and monthly spend.
  • Create and share cross-sell and upsell opportunities with Business Development Managers (BDM’s), which will include a pre-agreed GP split.
  • Generate referral opportunities within your customer base, collaborating with BDM’s which will include pre-agreed GP split.
  • Analyse customer billing data to create tailored offerings during renewals negotiations.
  • Proactively manage allocated opportunities and tasks to meet business expectations.
  • Address and resolve customer queries, including issues with handsets, signal, billing, and account-related inquiries.
  • Conduct regular reviews of customers’ accounts.
  • Prepare and maintain weekly and monthly forecast reports for your direct report, contributing to re-sign, churn, new connections, profitability, and customer service meetings.

Company Benefits:

  • 21 days holiday plus bank holidays plus 1 extra day for every year of service
  • Company reward scheme – paid quarterly and annually in line with company profits.
  • On the spot prizes, team experience days, catered lunches and much more!
  • Discounted technology
  • Free onsite parking
  • Company pension scheme
  • Carbon offsetting and a personal funded tree planting initiative
  • Working in a modern office
  • Working for a family-friendly business
  • Wellness support
  • Flexible working considered after inhouse training
  • HR support

Training: Full training will be provided on a range of products and services.

Career progression: Genuine progression is offered as they’re a growing business with a 5-year plan and growth target to expand the sales team. There is a clear path for career progression into a Business Development role if the successful candidate should wish.

The Requirements

  • Must have previous experience in an account management role in the Telecoms industry (preferably mobile).
  • Proven track record of successfully building and maintaining good client relationships.
  • Good business acumen and sales ability.
  • Strong communication skills with the ability to be a great negotiator and influencer at all levels with a variety of customers.
  • Ability to work independently with focused self-motivation.
  • Excellent organisation, prioritisation and time management skills.
  • Good Excel, Word, PowerPoint and Outlook knowledge.

This job is for me

If you feel that you can successfully fulfil this vacancy then apply now:


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