Customer Account Manager

The Account Manager plays a key role within the After Sales team and works under the direction of the Customer Success Manager. This role focuses on project-managing customers throughout their journey after purchase, ensuring they receive timely updates, clear communication, and a smooth experience from order confirmation through to delivery and installation and after-care.You will manage day to day customer communication, handle queries, coordinate internally with logistics and operations, and make sure customers feel informed and looked after at every stage. Your work directly supports the Customer Success Manager by ensuring accurate record keeping, proactive communication, and consistently high service standards.Key ResponsibilitiesCo-ordinate with teams to ensure seamless customer onboarding, providing product information, guidance, and resources to ensure a seamless experience.Manage order updates including,Support the Customer Success Manager by raising issues early and helping to resolve them quickly. This includes collecting outstanding balances, tracking, delivery schedules, and aftercare support, coordinating replacements, arranging site visits, or gathering information needed for decisions.Proactively follow up with customers post-sale to ensure satisfaction and resolve any outstanding issues.Support the collection and analysis of customer feedback to improve service and identify opportunities for growth.Respond to past customer enquiries ensuring prompt and accurate responses.Address and resolve customer complaints, providing the customer with a satisfied experience.Maintain accurate records of customer interactions within the company’s CRM system.Participate in team meetings to discuss challenges, share feedback, and suggest process improvements.Experience RequiredHands-on experience in a customer facing role, ideally in a premium or operationally complex business.Strong written and verbal communication, confident handling customers directly and de-escalating tension.A track record of managing multiple customer cases simultaneously while keeping accurate notes and maintaining attention to detail.Organised, proactive, and able to manage competing priorities in a fast-moving environment.