Account Manager

Account Manager

Based: Remote, with quarterly visits to Waterlooville office and regular customer travel

Reports to: Senior Business Development Manager

Role Description

At The EPOS Bureau, we provide specialist retail technology and integrated payment solutions to independent food retailers across the UK, with a particular focus on farm shops, butchers, delicatessens and speciality food businesses. As we continue to grow, we're looking for an experienced Account Manager to join the team and take ownership of an established customer portfolio of approximately 200 accounts. This is a relationship-led role focused on customer retention, revenue growth, customer success and payment adoption.

We're looking for somebody commercially minded, highly organised and confident managing multiple priorities. You'll need to be strong administratively, comfortable with reporting and forecasting, and capable of acting as the voice of the customer internally across the wider business.

This role would suit somebody who enjoys building long-term customer relationships, identifying opportunities to improve customer performance through technology, and ensuring clients continue to get maximum value from their software and payments solutions. You'll work closely with customers remotely and through regular site visits, helping them optimise their use of our solutions while identifying upsell and cross-sell opportunities that support their business growth.

Key Responsibilities

• Manage and maintain relationships across a portfolio of approximately 200 customer accounts
• Maintain regular communication with customers through calls, virtual meetings and site visits
• Identify and successfully deliver cross-sell and upsell opportunities across software, services and payments
• Support the migration of customers onto the ClearAccept payment gateway solution
• Build strong customer relationships focused on retention and long-term success
• Act as a trusted advisor, helping customers understand how to maximise value from the platform
• Develop a strong understanding of the independent food retail sector and customer challenges
• Capture customer feedback and act as the voice of the customer internally
• Maintain accurate CRM records, forecasting and pipeline reporting
• Produce monthly reporting and provide visibility of customer activity and opportunities
• Work closely with Support, Operations, Finance, Marketing and Development teams
• Develop strategic growth plans for key customer accounts over time
• Support trade shows and industry events, including occasional overnight stays
• Deliver an excellent level of customer service at all times

Requirements

• Proven experience in a target-driven Account Management or Customer Success role
• Experience managing a large portfolio of customer accounts
• Strong administrative, organisational and reporting skills
• Excellent time management and ability to manage competing priorities effectively
• Experience within SaaS, EPOS, retail technology or software environments
• Commercially aware with the ability to identify growth opportunities
• Confident presenting solutions and influencing customer decision making
• Strong interpersonal and communication skills with a customer-first approach
• Calm and professional under pressure
• Comfortable travelling regularly to customer sites across the UK
• Full UK Driving Licence required

Benefits

• 25 days annual leave plus your birthday off
• Life Assurance and Group Income Protection
• Private medical cover with cash plan
• Enhanced Company Pension Scheme
• Employee wellbeing perks including Calm app subscription
• Retail discounts and Employee Assistance Programme
• Cycle to Work scheme
• Volunteering days
• Ongoing learning and development opportunities

Why Join Us?

You'll be joining a growing and highly respected specialist technology business that works closely with independent retailers across the UK. This is an opportunity to play a key role in customer growth and retention while becoming a trusted partner to some of the country's most unique retail businesses. As part of the wider ClearCourse Group, you'll also benefit from the backing of a fast-growing software and payments group with excellent opportunities for long-term development and progression.