Jigsaw24
Internal Account Manager
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About The Role
The Internal Account Manager serves as a key member of the virtual account team and acts as an extension to the Account Manager, removing non-strategic sales activity and allowing Sales to focus on both growth and strategic engagement. This role should ensure timely response and resolution to requests, protecting customer satisfaction and is critical in ensuring revenue realisation, margin protection and customer retention.
Key Duties and Responsibilities
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Customer First Point of Contact
- Be the primary point of customer contact for day-to-day transactional sales activity and customer queries
- Own customer communications, developing relationships with procurement and IT stakeholders
- Providing pricing, quotations and standard commercial proposals within agreed frameworks
- Identify and explore upsell and customer development opportunities, engaging client directors and/or business development representatives where relevant
- Demonstrate a clear understanding of customers’ business and technology needs
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Internal Account Management
- Own the internal commercial relationship for all live customers.
- Act as the internal point of accountability for:
- Contract scope
- Commercial terms
- SLAs and entitlements
- Change requests
- Support external Account Managers / Customer Success with:
- Account intelligence
- Commercial insights
- Risk identification
- CRM Customer & opportunity maintenance
- Identify upsell, cross-sell and renewal risks from an operational and commercial perspective.
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Order Management & Sales Handover
- Own the post-sale handover process from Sales to Operations.
- Validate all orders for:
- Commercial accuracy
- Scope clarity
- Delivery feasibility
- Prevent poor-quality deals entering delivery.
- Resolve contract discrepancies and misaligned expectations.
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Fulfilment & Delivery Coordination
- Coordinate with Operations, Engineering and Service teams to ensure timely delivery.
- Track fulfilment milestones and service activation.
- Act as escalation owner for delivery risks.
- Ensure what is delivered matches what was sold.
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Revenue Realisation (Order-to-Cash)
- Own the commercial execution of revenue:
- Billing setup
- Pricing validation
- Invoice accuracy
- Revenue leakage prevention
- Partner with Finance on:
- Dispute resolution
- Credit control support
- Contract changes and amendments
- Own the commercial execution of revenue:
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Customer Onboarding & Experience
- Own the internal onboarding experience.
- Ensure customers understand:
- Service scope
- Commercial model
- Support structure
- Reduce early churn and dissatisfaction driven by operational failures.
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Process, Systems & Automation
- Design and own post-sales and internal account processes.
- Improve automation across:
- Order capture
- Provisioning
- Billing
- Contract changes
- Own CRM / ERP data quality for live accounts.
Education, Skills, Knowledge and Experience
Essential
- 3-7 years in Internal Account Management, Sales Support, Sales Operations, Commercial Operations or similar.
- Strong understanding of:
- Contracts and commercial terms
- Order-to-cash processes
- Service delivery models
- Experience working in CRM and order management systems.
- Excellent stakeholder management skills.
- Strong attention to detail and process discipline.
- Commercial mindset with customer focus
Desirable
- Experience in SaaS, managed services, logistics, or complex B2B services.
- Experience working with billing or ERP systems.
- Understanding of renewals and contract lifecycle management.
Who Are Jigsaw24
We put people first in a culture that’s reflected throughout our whole business. By respecting each person as an individual, we create an inclusive, supportive atmosphere that feels like a family and inspires everyone to follow their own path. All while delivering great customer service, celebrating our diversity, and doing more to minimise our impact on the environment.
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We truly believe our commitment to people, sustainability, and excellence is the driving force behind our success. To find out more about what we do and our passion for the environment, social responsibility, inclusion, and well-being please see here.
Benefits At Jigsaw24
You will receive a wide range of benefits working at Jigsaw24 including:
- 26 days holiday
- Health cover including access to GP anytime, annual reimbursements for optical and dental to name a few as well as counselling and wellbeing services
- Cycle2work
- Travel to work loan
- Free on-site parking
- Staff purchase scheme on fantastic Apple products and more
- Unlimited bistro coffee and tea facilities
- Enhanced family-friendly policies
- Pension scheme
- Electric Vehicle scheme
- Life cover
We are always on the lookout for hungry people who want to realise their potential. It’s not just about filling existing vacancies - it’s about what you can achieve. As a business, we never stand still. In fact, we encourage our people to follow their own path and help us improve how we all work. To find out more please visit our “about us” section on our website by clicking here.
From our office decor to the range of benefits we have to offer, we try to foster an inspiring, collaborative environment that makes everybody feel welcome. And as we continue to grow, we’re determined to hold true to our values and ever since we started trading, our culture has been based on delivering great customer service and providing solutions based on technical excellence.
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