Desk-Based Accounts Manager - Retention & Growth

Hours of Work: 37.5 Hours per week, Monday to Friday 8.30am to 5.00pm Location: Primarily desk‑based at Northampton office, with occasional travel for customer meetings, networking events and exhibitions What is the Role? As a Desk‑Based Account Manager, you will be responsible for managing and growing a portfolio of existing dbfb customers. Your primary focus will be on customer retention, contract renewals, and identifying cross‑sell and upsell opportunities across dbfb’s portfolio of products and services. You will act as a trusted point of contact for your customers, ensuring they receive ongoing value from their solutions while proactively identifying opportunities to deepen the relationship and grow revenue. While this is a desk‑based role, you will also support new business growth through cold outreach, attendance at networking events and exhibitions when required. This role suits someone who enjoys relationship management, commercial conversations, and spotting opportunities — without the pressure of a pure “hunter” role. Key Responsibilities Manage a portfolio of existing customers, acting as their primary commercial point of contact. Proactively retain customers by building strong relationships and ensuring contracts are renewed on time. Maintain accurate contract, renewal and customer information within the CRM system. Work closely with internal teams to resolve issues, manage escalations, and ensure a positive customer experience. Own the end‑to‑end renewal process for customers within your portfolio. Proactively engage customers ahead of renewal dates to secure contract extensions and prevent churn. Clearly explain contract terms, pricing, and any changes to services. Identify opportunities to re‑contract customers onto more suitable or enhanced solutions. Identify and qualify opportunities to cross‑sell and upsell additional dbfb products and services. Understand customers’ evolving business needs and position relevant solutions accordingly. Work collaboratively with specialist sales teams where more complex solutions are required. Achieve individual revenue and retention targets aligned to the role. Generate new business opportunities through networking events, exhibitions, industry engagement and proactive cold outreach via phone, email and self-generated leads. Represent dbfb professionally at events, building brand awareness and pipeline opportunities. Follow up and convert leads generated from events into qualified sales opportunities. Maintain accurate records of customer interactions, opportunities, and forecasts within the CRM. Provide regular pipeline, renewal and performance updates to management. What will You Bring? Customer‑focused with a proactive, solutions‑led mindset Clear and influential communicator, able to confidently and clearly speak over the telephone Commercial appreciation and analytical thinking to ensure relevancy in pipeline of leads Self‑motivated and intuitive, exhibiting sound judgment and results motivated Accurate and diligent in collating data and reporting on call outcomes and pipeline Experience: Minimum of 2 years’ experience in B2B account management Evidencable commercial and strategic account management targets achieved. Highly proficient user of MS Office particularly in Excel. Demonstrable results in working on multiple tasks at a time, while maintaining attention to detail and a high standard of numeracy and literacy. What is in it for You? 22 days holiday plus an extra day for your birthday, increasing to 25 days holiday in your 2nd year NHS Healthcare Top‑Up Cash Plan (money back on everyday medical expenses) Death in Service (3 x salary) Employer sponsored volunteering opportunity We believe in working hard, supporting each other, and celebrating success. Collaboration, innovation, and a shared drive to make an impact define our culture. We encourage fresh thinking, value creativity, and always look for ways to improve. Our fast‑paced, dynamic team enjoys what we do and has fun along the way. If you want to be part of a company where your work is valued, your ideas matter, and your contributions make a difference, dbfb is the place for you. All employees are measured on the following core standards: Customer Focused Accountable Commercially Aware 30000 - 35000 #J-18808-Ljbffr dbfb communications