Prohire Software Ltd
Senior Account Manager
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About Prohire Software
Prohire is the connected platform behind some of the UK's busiest rental and fleet operations. More than 450 clients across 700 operating locations run on our software, with over 20,000 active trackers feeding real-time data back into their businesses. Proven software, powerful data, real results.
Location: Field-based across client sites, with regular attendance at Prohire, Kent (typically a few days every other week, and otherwise as required)
Reports to: Commercial Director
Department: Commercial / Client Success
Role type: Full-time, permanent
Salary: Competitive with benefits
Role Overview
This is a senior, relationship-led role at the heart of our commercial team. You will take active, daily ownership of a portfolio of 70 of our most valued clients, spanning an estate of approximately 39,000 units.
These clients rely on our software solutions to run their businesses day to day, which makes the quality of their experience and the resilience of their systems a direct driver of their success and ours.
Your remit has three connected goals. First, to retain every client in your portfolio by being their trusted, knowledgeable point of contact.
Second, to grow each relationship by identifying where other products and features of our platform can add value, and cross-selling them accordingly.
Third, to migrate clients onto our cloud-based ProhireOne system as quickly as possible, both to modernise their operation and to strengthen long-term retention.
You will spend most of your time out in the field, meeting clients face to face, understanding their operational and commercial challenges, and resolving them, either directly through your own system expertise or by triaging cleanly into our Support and Projects teams.
You will also work closely alongside the Commercial Director to push the business forward, contributing to new projects and opportunities as they arise.
Key Responsibilities
Client management and retention
- Own the active, day-to-day management of a portfolio of 70 key clients covering approximately 39,000 units.
- Build deep, trusted relationships across each client organisation, from operational users through to senior decision-makers.
- Meet clients at their sites on a regular basis, supplemented by phone and remote contact, to stay close to their needs, challenges and priorities.
- Act as the primary point of escalation and reassurance, ensuring clients always feel supported and confident in our platform.
- Proactively identify and address risks to retention before they become issues.
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Problem resolution and triage
- Discuss client issues and challenges openly, working toward a positive resolution in every case.
- Resolve matters directly where your own system knowledge allows, and self-administer fixes and configuration adjustments where appropriate.
- Where a matter needs wider input, triage it efficiently and accurately into the Support and Projects teams, then track it through to resolution on the client's behalf.
- Keep clients informed throughout, owning the relationship even when delivery sits elsewhere.
System expertise and best practice
- Use your systems skills and product knowledge to ensure clients apply our systems and processes correctly.
- Review how clients configure and use the platform, and make practical recommendations that improve their efficiency, accuracy and outcomes.
- Coach and guide client teams so they get maximum value from the tools available to them.
Growth, cross-sell and commercial value
- Identify opportunities to cross-sell additional products and features across your portfolio.
- Articulate how our platform, the ProhireOne system and ongoing enhancements benefit clients not only operationally but also commercially and financially.
- Build compelling, value-led cases for adoption that connect our capabilities to each client's business goals.
Cloud migration to ProhireOne system
- Drive the migration of clients onto our cloud-based ProhireOne system as a priority, positioning it as the route to maximum operational benefit and long-term retention.
- Plan and manage each migration in partnership with the client and internal teams, minimising disruption and building confidence in the move.
- Champion the benefits of the new system so that migration is welcomed rather than merely accepted.
Working with the wider business
- Support the Commercial Director in pushing the business forward, acting as a senior, dependable presence in the field.
- Contribute to new projects and opportunities where required, bringing client insight and commercial judgement to the table.
- Feed intelligence from the field, including client needs, market trends and product gaps, back into the business to inform strategy and development.
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Skills and Experience
Essential
- Proven experience in senior account management, client success or a comparable relationship-led commercial role.
- A strong track record of retaining and growing a portfolio of business-critical accounts.
- Confident, credible communicator who is equally comfortable face-to-face, on the phone and with senior stakeholders.
- Genuine commercial acumen, able to link software capability to a client's operational, financial and commercial outcomes.
- Strong problem-solving instincts, with the judgement to know what to resolve personally and what to triage.
- Highly organised and self-directed, able to manage a large, geographically spread portfolio independently.
- Comfortable learning and applying detailed system knowledge, and coaching others to use it well.
- Full driving licence and willingness to travel extensively to client sites, with regular attendance at Prohire in Kent.
Desirable
- Background in software, SaaS or technology-led services.
- Experience supporting or leading system migrations, particularly to cloud-based platforms.
- Familiarity with the sectors our clients operate in and the operational realities of managing large asset or unit estates.
- Experience contributing to new business projects and opportunities alongside a commercial leadership team.
Personal Attributes
- Relationship-first mindset, with the patience and consistency to build long-term trust.
- Proactive and solutions-focused. You go looking for issues and opportunities rather than waiting for them.
- Resilient and self-motivated, thriving with autonomy in a field-based role.
- Commercially curious, always alert to where more value can be created for the client and the business.
- Collaborative, working seamlessly with Support, Projects and the Commercial Director.
What Success Looks Like
- High retention across your 70-client portfolio, with strong, trusted relationships at every level.
- Measurable growth through cross-sell of additional products and features.
- Steady, well-managed migration of clients onto the One system.
- Clients who use our platform correctly and get demonstrable operational, commercial and financial value from it.
- A visible, dependable presence in the field that actively supports the Commercial Director in driving the business forward.
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