Job Description
Job Role
A strategic, client-facing role responsible for growing existing accounts (farming), ensuring delivery success, supporting Statement of Work creation, and formally closing customer projects with measurable outcomes
Account farming & revenue growth
· Identify and pursue upsell and cross-sell opportunities within existing accounts to grow revenue
· Conduct regular business reviews to surface new needs aligned to client goals
· Maintain a healthy account expansion pipeline in CRM; track whitespace and expansion signals
· Collaborate with sales and pre-sales teams to develop account growth strategies
Business reviews & customer engagement
· Plan and facilitate structured business reviews on agreed cadences — weekly check-ins, monthly service reviews, and quarterly business reviews (QBRs)
· Lead QBR conversations at senior stakeholder level, presenting value delivered and aligning on next-quarter priorities
· Use monthly reviews to track progress against the customer success plan and surface early warning signs
Project closure & handover
· Lead formal project closure activities including client sign-off, deliverable acceptance, and lessons learned
· Conduct closure meetings to confirm all SOW obligations have been met and document outcomes
· Gather end-of-project CSAT/NPS feedback and share insights with delivery and leadership teams
· Identify next engagement opportunities at closure — renewals, follow-on projects, or expanded scope
· Ensure smooth transition to BAU support or managed services post-project
Statement of work (SOW) support
· Partner with delivery and pre-sales teams to define scope, deliverables, timelines, and commercials for new SOWs
· Review SOWs with clients to ensure alignment, manage expectations, and gain sign-off
· Track SOW amendments and change orders; flag scope creep and commercial risks early
Relationship management
· Serve as primary point of contact for assigned accounts throughout the lifecycle
· Proactively manage risks and escalations before they impact delivery or satisfaction
· Onboard new clients and guide them through initial service adoption
Reporting & governance
· Prepare and present account health reports for internal stakeholders
· Maintain accurate and up-to-date account records in CRM at all times
· Collaborate with delivery, operations, and finance on account governance
· Contribute to team-level reporting on portfolio health and expansion pipeline
Experience
· 5+ years in customer success, account management, or IT delivery roles
· Proven track record of growing accounts through farming in an IT services environment
· Experience facilitating QBRs and senior business reviews with measurable outcomes
· Hands-on experience writing or co-authoring Statements of Work
· Experience formally closing IT projects and managing client acceptance
Skills
· Strong commercial acumen and understanding of IT services contracts
· Excellent communication, facilitation, and senior stakeholder management
· Ability to translate technical delivery into business value for clients
· Proficiency in CRM tools (Salesforce, HubSpot)
· Organised, structured, and comfortable managing multiple accounts simultaneously
Key Metrics
· Customer retention rate (Renewal Rate)
· Net Revenue Retention (NRR)
· Customer satisfaction (NPS/CSAT)
· Product/service adoption rates
· QBR Completion rate
