Account Manager Lead

Reports to: Head of Commercial

Location: Hybrid, Newmarket, 2 days on-site, 2 days WFH

Hours: 32 hours across a 4-day week (no salary sacrifice)

Salary: £45,000 - £50,000

Product: Evouchers; FundingConnect

Who we are and what is important to us:

Beyond unifies three technology-driven brands, Wonde, Evouchers and Secure Schools. Each brand shares a vision to reduce the friction of adapting technology, to help customers navigate an often overwhelming area and provide powerful solutions that make their everyday life easier. The three brands run independently with the autonomy to continue to prosper although as part of the Beyond team, you’ll join a wider, supportive environment where you’ll be able to pull on the expertise and capabilities of the group.

We do not limit ourselves to standing still. We look ahead and strive to disrupt the sector we operate in. We believe technology should not be complicated or overwhelming. It should do what it says - quickly, safely and efficiently.

Who Evouchers is:

At Evouchers, we're passionate about making it easier for organisations to deliver financial support to the people who need it most. We work with local authorities, housing associations, schools, charities and other organisations to simplify the way support is managed and distributed.

Our products are designed to remove administrative complexity, improve efficiency and provide a better experience for both organisations and the people they support.

Evouchers is our digital voucher platform, enabling organisations to securely distribute support for free school meals, Household Support Fund schemes, energy support, household essentials and a wide range of other welfare programmes.

FundingConnect is our end-to-end grant management platform, helping organisations manage every stage of a funding programme—from applications and eligibility assessments through to award management, reporting and insight—all within one secure, configurable system.

Together, our platforms help organisations deliver support more efficiently, make informed decisions and maximise their impact in the communities they serve. As we continue to grow, we're committed to developing technology that solves real-world challenges and makes a meaningful difference.

Job snapshot:

As Account Manager Lead, you will be responsible for mentoring and developing a close-knit, ambitious team while driving a proactive, commercially-focused culture. This hands-on leadership role goes beyond traditional retention; you will establish the processes and tools necessary to deliver exceptional customer success, identify opportunities to grow customer value and protect revenue. You will act as a key player in evolving the Account Management function during a significant growth phase, while personally managing select key client relationships and championing new ways of working across the department.

What you’ll be doing:

• Develop and implement the Account Management strategy, establishing scalable processes, playbooks and clear portfolio tiering models to balance team workload and support continuous business growth.
• Manage a select number of key accounts personally, while guiding the wider team to build comprehensive customer success plans that maximise customer lifetime value and align the platform with clients' long-term business goals.
• Lead the hiring, induction and ongoing development of the Account Management team to deliver best-in-class customer service.
• Conduct structured 1:1s aligned with OKRs and KPIs to embed a commercial mindset, enhance career development and foster a high-performing team culture.
• Proactively manage team performance and customer success through structured coaching that ensures exceptional service standards, prompt query resolution, and adherence to SLAs, while celebrating successes and addressing development needs.
• Act as the primary bridge between Account Management and wider departments (including Marketing, Customer Support, and the BDM team) to ensure a unified customer journey—collaborating closely on lead generation, seamless onboarding delivery, contract performance, and joint campaigns.
• Act as the internal voice of the customer, establishing a regular cadence of strategic client meetings, involving the Product team where it adds value, and consistently feeding back user insights, feature requests and pain points.
• Drive revenue growth by equipping and coaching the team to proactively identify new commercial opportunities and upsell Evouchers’ paid-for products.
• Ensure the team owns renewals as a structured discipline, coaching them through forecasting, contract negotiations and save-plays for at-risk accounts.
• Monitor customer spending patterns, market trends, and the competitive landscape to maintain a thorough understanding of our proposition, support strategic planning, and ensure account strategies evolve with customer needs.
• Maintain and optimise Salesforce to track and drive key performance metrics, ensuring data-driven decision-making and providing regular, accurate reporting to the Head of Commercial.