Account Manager

About us

At Arbor, we’re on a mission to transform the way schools work for the better.

You’ve probably seen the headlines. Heavy workloads, constant change, admin pressure on teachers and staff at every level… sometimes it feels like this is just part and parcel of school life today. But it doesn’t have to be this way.

At Arbor, we passionately believe that there’s a better way to work. And it starts by giving everyone the right tools and technology for the job. Over 3,000 schools and trusts use our products to work more collaboratively, free staff from busywork, and drive their schools forward.

Ultimately, we’re here to help make our schools and trusts stress a little less, and focus on what matters most - improving the lives of teachers and outcomes of students everywhere.

About the role

Our Account Management team work collaboratively to give consistent first class service to our customers. We also encourage thinking creatively and outside the box to think of new scaling initiatives and exciting ways to keep our schools happy!

Day to day, you will ensure customer retention and overall satisfaction. You will do this by working with the wider account management and marketing team analysing, negotiating, renewing and expanding active contracts to ensure our schools get the best value.

Core responsibilities

1. Upsell & Cross Sell

• Identify and grow opportunities within our schools by having a good knowledge of our products and services

• Develop new business with existing clients and/or identify areas of improvement of the existing products to meet sales target

2. Renewals & Customer Happiness

• Termly calls with selection of schools to review customer health and happiness

• Maintenance of customer health data in the CRM (Gainsight and Salesforce)

• Serve as a lead point of contact for all customer account management matters post-implementation

• Being proactive with the renewals process to help understand and identify risk

3. Growth through the reference customers

• Develop trusted relationships with key accounts, customer stakeholders and executive sponsors

• Identify and maintain 10 reference sites and utilise these for further account growth

• Support Partnership Specialists & Partnership Managers on introducing prospects to reference schools. Responsible for organising visits with schools in their patch.

About you

• Professional account management or customer support experience with a passion for 1st class customer service

• Ability to work collaboratively with a high performance team and across multiple departments

• Commercial acumen; experience working towards and tracking targets, negotiation skills, and interpersonal skills

• Experience proactively managing customer renewals

• Experience in Software-as-a-Service (SaaS) preferred

• Ability to work independently with strong time management skills

• Exposure or understanding of the education market desired

• Ability to perform in a fast moving, dynamic start up environment

What we offer

The chance to work alongside a team of hard-working, passionate people in a role where you’ll see the impact of your work everyday. We also offer:

• Professional development budget to help you grow

• 1 day off each year to volunteer with a charity of your choice.

• Access to a choice of comprehensive 24/7 well being support services as well as internal Wellbeing Champions.

• Depending on your role can offer flexible working.

• Enhanced maternity and paternity leave

• Our social committees organise regular team nights out (we’ve had pizza making and curry clubs!)

• We offer 32 days holiday (plus Bank Holidays). This is made up of 25 days annual leave plus 7 MIS days given over Easter, Summer & Christmas

• Our office is based in the heart of Leeds. It’s lively and vibrant, and you’ll have breakfast supplied every day along with other healthy snacks you can choose from.

• Dog friendly office!

Refer a friend: Know someone else who would be good for this role? You can refer a friend, family member or colleague, if they are offered a role with Arbor, we will say thank you with a voucher valued up to £200! Simply email: careers@arbor-education.com

Arbor Education is an equal opportunities organisation

Our goal is for Arbor to be a workplace which represents, celebrates and supports people from all backgrounds, and which gives them the tools they need to thrive - whatever their ambitions may be so we support and promote diversity and equality, and actively encourage applications from people of all backgrounds.

If you need any adjustments to be made to support you through the recruitment process, let us know at careers@arbor-education.com.

Please note: We are unable to provide visa sponsorship at this time.