K3 Advisory Group
Customer Account Manager
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Sage Customer Account Manager (CAM)
Pinnacle is recruiting a Customer Account Manager (CAM) for Sage 200 and Sage Intacct.
About the Role
As a Pinnacle Customer Account Manager (CAM), you will be responsible for managing customer accounts, growing revenue, maintaining strong relationships, and ensuring customer satisfaction with our software solutions. You will serve as the primary point of contact for customers, addressing their enquiries, concerns, and providing guidance with assistance as required on how to maximise the value of our solutions within their organisation.
Key Responsibilities
Customer Relationship Management
- Develop and nurture strong customer relationships to gain a deep understanding of their business objectives and challenges, ensuring our software and services effectively support their processes and goals.
- Act as the main point of contact for customer enquiries and issues while collaborating with the customer success leader for escalations.
- Conduct regular check-ins / reviews with customers to assess satisfaction levels and identify opportunities for improvement including Expansion, Upgrade, Migration – virtually and face-to-face.
- Own a sales target against your account portfolio and ensure that your engagement with the Customer aligns with Pinnacle Base expansion strategy.
Manage the Sales Process via the internal SSA/ISO/CRM system
- Maintain and manage your account portfolio CRM Data - Update and maintain accurate customer information and sales activities in the CRM system.
- Monitor the sales pipeline, track progress, and identify potential bottlenecks or areas for improvement.
- Understand and remain current with a working knowledge of our portfolio of solutions as deployed/sold to our Customer Accounts.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Understanding Customer Needs
- Gain a deep understanding of Customers' business objectives and how our solutions can help them achieve their goals.
- Monitor Key Stakeholders in your customer portfolio highlighting changes to senior management
- Collaborate with Customers to identify their specific needs, challenges, and opportunities for using the solutions effectively.
Solution Guidance
- Introduce & co-ordinate Pinnacle's Professional Services and / or Presales into Customer sites to ensure the Customer has a thorough understanding of the software's features and functionalities.
Issue Resolution
- Address and resolve any issues or concerns raised by Customers in a timely and efficient manner via facilitating communications with both internal teams and external suppliers.
- Work closely with internal teams, such as Customer Success Leader, professional services, support, MITS, and product development, to ensure timely resolution of Customer issues.
Renewals and Upselling
- Collaborate with the Customer and internal teams to identify opportunities for upselling additional services or features such as Hosting (MITS), Development, Modules, Users, ISV’s
- Engage in the renewal process for Customer contracts, ensuring timely renewals and contract negotiations as needed.
- Migration – Introduce where applicable the relevant migration specialist when you feel you the Customer is ready to move to a SaaS solution
- Upgrades - Maintain an “Always Current” mindset whilst collaborating with internal teams to deliver an “Always Current” strategy
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Feedback Collection
- Gather feedback from Customers regarding their experience with our solution and relay this feedback to relevant internal teams for product improvement.
- Monitor and as applicable maintain the companies “Red Flag” and Complaints system
- Seek Case study approval and Pinnacle / Solution references as appropriate.
Product Expertise
- Maintain an understanding of our portfolio of solutions.
- Provide / Coordinate product demonstrations and training sessions to customers as needed.
- Stay informed about industry trends and best practices to offer relevant insights and recommendations to customers.
Partner Relationships
- Maintain good relations with our business partners and suppliers.
KPIs and Objectives
- Meet personal and team Key Performance Indicators (KPIs) and objectives related to sales targets, customer retention, and customer satisfaction.
Pinnacle is part of K3 Advisory Group, a PE backed group of complementary Advisory and Professional Services organisations focused on delivering bespoke solutions to SME and Mid-market corporate customers. We offer good benefits and opportunities for long-term career progression within a modern, forward-thinking business environment.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location