Account Support Officer (Customer Success)

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide. For 90 years we have shaped brighter futures through education, arts, culture, language, and creativity.Working with people in over 200 countries and territories, we are on the ground in more than 100 countries.We connect. We inspire.Pay Band: 4 / Grade HLocation: Lahore, PakistanDepartment : Country/ClusterContract Type: Indefinite Local ContractClosing Date: Wednesday 05 November 2025 - 20:59 Pakistan Time (GMT +5)Role PurposeThe purpose of this role is to manage relationships with B2B accounts, including businesses, schools, universities, and governmental organizations, with a focus on delivering customer success. This involves providing operational and administrative support while collaborating with Delivery and Sales teams to enhance the customer experience with our products or solutions, ensuring they achieve their goals effectively.Main Accountabilities But Not Limited To The FollowingService and product delivery supportRegisters and onboards new B2B clients/ customers, including adding them to the appropriate British Council systems (internal and customer-facing), to ensure smooth implementation of the product or solution.Trains key stakeholders in the partner organisations how to use products, systems and other resources to maximise the value and impact they get from working with us.Works with business delivery teams and Operations to set and review the quality of delivery.Works across teams to manage enquiries and resolve problems and service requests from existing accounts.Liaises with business delivery teams and Operations to manage any changes and amendments to service delivery.Manages inbound service requests (cases) and works with Sales, Operations and Delivery teams to resolve these within an agreed timeframe.Informs Sales, Delivery and Operations teams of concerns flagged by clients to help make improvements in customer experience.Responds to and manages customer support cases in CRM.Analysis and reportingProvides reports and data to B2B customers that help them track delivery, engagement, achievement, outcomes and other key metrics for success.Captures and manages client data in CRM and other business systems to help build insight around our corporate audience and the sales and marketing effectiveness of our corporate business and so help support account management, retention and growth.Runs feedback/ Monitoring and Evaluation (M&E) system and collates results for presentation to client and sales colleagues.Manages service delivery and data using British Council systems.Works closely with Sales & Account Manager to provide accurate and timely data to the client as well as building opportunities for repeat and new business.Contributes to reporting on, onboarding, delivery service and account management activity.Reviews data sources with colleagues to identify opportunities to improve performance.Business development supportConducts research, using a range of information channels, to support developing new business opportunities.Pro-actively identifies opportunities and look for ways to add value to B2B customer and key account relationships through British Council products, services and resources (free and paid), including sharing access to British Council training, events and materials from across SBUs to help maximise the value they get from our services.Helps to identify new and repeat business opportunities with existing clientsRelationship and Stakeholder managementListens to client needs and requests regarding future cohorts and new courses.Supports Account Managers in delivering annual key account plans, sharing responsibility for objectives within this as defined.Finance and Resource managementEnsures invoices are created and issued to clients in line with financial compliance and appropriate timescales.Ensures the British Council is created as a supplier on clients’ systems and that documentation is accurate and up-to-date.Manages corporate payments and monitors debt as part of debt control team in country/cluster.Organises legal documentation and keeps accurate records of contractsManaging self and othersTasks and coordinates others (e.g. internal colleagues or external contractors/suppliers) to complete time-limited, straightforward activities, within established procedures, in order to ensure efficient delivery of services.Monitors task completion to agreed quality and time standards.EssentialRole specific knowledge and experienceSufficient years of experience in sales and/or account/customer management.Good relationship management capability.Good command of Microsoft Office.DesirableB2B Sales experience particularly with education and government sectors.Experience of English Language Teaching and/or Assessment.Familiarity with Salesforce or use of similar CRM.RequirementsA minimum with University degree or equivalent in a relevant subject or discipline.Proficient in english and local language.This job requires frequent travelling within and/or outside of the city.Additional InformationConditions of Employment: Local Direct HireApplications are welcomed from candidates currently in the location with a natural right to work.Candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.A connected and trusted UK in a more connected and trusted world.Equality, Diversity and Inclusion StatementWe are committed to equality, diversity and inclusion and welcome applications from all sections of the community as we believe that a diverse workforce gives added depth to our work. The British Council is a Disability Confident Employer. The Disability Confident scheme helps challenge attitudes, increase understanding of disability and ensure staff are drawn from the widest possible pool of talent. We guarantee an interview for disabled applicants who meet the minimum role requirements. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.Safeguarding StatementThe British Council is committed to safeguarding children, young people and adults who we work with. We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989. Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed in line with legal requirements and with the British Council’s Safeguarding policies for Adults and Children.If you experience any difficulties with submitting your application, please email askhr@britishcouncil.org