Want a customer-facing technology role where you can genuinely own relationships, solve problems and help accounts grow? Join our team at Sagoss, a fast-moving, product-led business where your ideas, judgement and customer focus can make a visible difference.

If you’ve also worked in the following roles, we’d also like to hear from you: Client Services Manager, Client Relationship Manager, Customer Account Manager, Key Account Manager, Customer Relationship Manager, Client Success Manager, Customer Retention Manager, Customer Experience Manager, Customer Engagement Manager

SALARY: £35,000 to £40,000 per annum + Benefits
LOCATION: Henley-on-Thames, Oxfordshire
JOB TYPE: Full-Time, Permanent

JOB OVERVIEW
This is a fantastic opportunity for an Account Manager / Customer Success Manager who loves building strong relationships, getting stuck into customer challenges and seeing their work make a real commercial impact.
No two days need feel the same. The Account Manager / Customer Success Manager will move between customer meetings, software problem-solving, training, projects, renewals and identifying ways to help accounts get even more value.
Working closely with technical, support, engineering, development, project, sales and finance teams, the Account Manager / Customer Success Manager will have real visibility across the business and the opportunity to deepen their software and technical knowledge.

ABOUT US
Established in 2006, Sagoss Group is a growing, entrepreneurial group made up of three distinctive businesses: Sagoss, Accellerate and Healthium Clinics. Each business operates in a specialist market, creating a varied and commercially interesting environment where finance plays an important role in supporting growth, control and future scalability.
Sagoss is a UK technology business delivering intelligent parking and transport solutions through an integrated platform that combines software, ANPR, payment systems, customer portals and connected hardware.

DUTIES
Your duties as the Account Manager / Customer Success Manager include:
Build Trusted Customer Relationships: Take ownership of a portfolio of key accounts, develop strong relationships at operational and senior level, run regular reviews and understand each customer’s objectives and future plans
Own Customer Challenges: Become the person customers can rely on when something needs fixing, investigating issues through software, data and logs and coordinating the right internal teams through to resolution
Grow Customer Accounts: Spot genuine opportunities to add value through additional services, modules, hardware, sites and upgrades while supporting renewals and annual price reviews
Become a Product Expert: Develop strong knowledge of the software platform and connected hardware, confidently demonstrate its capabilities and help customers get the most from the technology
Turn Insight into Action: Translate customer requirements clearly for technical and development teams, share market intelligence and identify recurring issues or opportunities for improvement
Deliver Training and Onboarding: Provide engaging on-site and online customer training, support successful onboarding and coordinate webinars, user groups and product update sessions
Keep Projects Moving: Work with project and field engineering teams on installations and upgrades, keeping customers informed and ensuring smooth handovers
Maintain Clear Account Visibility: Keep CRM records, meeting notes, actions, account health information and pipeline data accurate and up to date
Represent the Business: Travel regularly across the UK to meet customers, visit sites and build strong face-to-face relationships

CANDIDATE REQUIREMENTS
ESSENTIAL
Previous account management, customer success or client-facing support experience within an IT or software environment
Strong problem-solving skills with a track record of taking ownership of customer issues through to resolution
Software-savvy and highly IT-literate, with confidence using Microsoft 365 including Word, Excel, Outlook and Teams
Experience identifying and closing upsell or renewal opportunities
Experience delivering customer training both on site and online
Excellent written and verbal communication and presentation skills
Highly organised with the ability to manage changing workloads and priorities
Full UK driving licence and willingness to travel regularly to customer sites
Positive, resilient and accountable approach with the confidence to handle challenging conversations professionally
Curious, proactive and collaborative mindset with a genuine desire to improve the customer experience

DESIRABLE
Understanding of computer code, databases, APIs or SQL sufficient to investigate issues and communicate confidently with developers
Experience in parking, transport, local authority or NHS environments
Experience using CRM and support ticketing systems
Experience coordinating projects, installations or system upgrades
Knowledge of SaaS contracts, service levels and renewals

BENEFITS

Benefits include private medical insurance and birthday leave. Competitive salary, reviewed in line with performance and business needs