Customer Account Manager

About us

We provide software products and services that are already improving the operational delivery of rail services. Our vision is to create a truly connected rail network, using deep technology expertise and industry experience to deliver solutions that meet transport challenges across the UK and beyond.  Harnessing our great ideas and turning them into products used and loved by our customers, we build control systems and digital platforms that deliver operational management and outcome support to improve customer journeys across the rail network.

Our customers are complex arrangements of government owned and private companies, and subject to multiple political and external pressures.  Understanding what keeps our customers awake at night, developing advocacy, and helping them understand our offerings and approach is key.

As a Customer Account Manager, you will support our clients with the services we provide whilst building increasingly valuable long-term partnerships.  We are looking for individuals with success in providing technology-driven solutions into customer accounts. We will give you product and skills training as required.

Key Objectives

 Creating a dependable partnership:

• Develop relationships with our customers at a front-line through to senior operations management teams, ensuring we are aware of their current and can anticipate their future needs
• Undertake regular site visits being a visible and dependable partner – (Wales and Western’s railway)
• Be an advocate for our customer within Resonate, ensuring our customers’ needs are considered during decision making
• Work with our customer to optimise operational performance through use of our products

Product Delivery Excellence:

• Develop a pipeline of future opportunities within our current client base
• Actively promote use of our products, including identification of local commercial opportunities for our digital solutions
• Act as an SME internally and externally in the operational use and benefits of our software products

Training delivery

• Identifying client’s training needs for our systems, helping design and deliver them
• Ensure our customer can maintain user competence through provision of ‘train the trainer’ and refresher sessions
• Drive user adoption of our products through identifying training requirements

 Person Requirements

• Able to develop, cultivate and maintain long term client relationships
• Able to effectively establish and communicate developing and changing client needs, expectations, and pain points within the business
• Resilient and able to thrive in a fast-paced technical environment
• Strong attention to detail and follow through on actions
• Collaborative, with a solution and value-creation focus

So that you can thrive both in and out of work we offer the following benefits on top of a competitive salary that rewards you for the value you bring:  

• Hybrid working
• 27 days annual leave in addition to public holidays
• 3 “privilege days” scheduled between Christmas/New Year  
• Pension plan with matched contributions from 5%-8%
• Private Healthcare that covers you and your immediate dependents 
• Group Income Protection cover  
• Life Assurance
• Enhanced maternity, paternity, and adoption policies
• Monthly divisional days that bring the whole team together

Location

We have adopted a flexible, hybrid approach to work and location – although due to the client facing aspect of this role, consideration of our client location (Wales & Western) may be a factor in the recruitment process.Applicants should note this role has an expectation to spend time ‘on-site’ as required with our customers as part of this role (weekly), with infrequent travel to Derby or London for company events (monthly).

For more information about Resonate, visit our careers page: Resonate - Current Openings (workable.com)