B2B Account Manager

About the role

We are seeking a B2B Account Manager to design and implement a hybrid account‑management model for 500–1000 key customers of Companies House. The role focuses on technical issue resolution, smooth change deployment, and scalable customer engagement, and is offered as a remote one‑month contract with possible extension.

Key responsibilities

• Define a practical hybrid account‑management approach that blends high‑touch and scaled support.
• Develop customer segmentation (Tier A/B/C) based on complexity, risk and technical needs.
• Recommend the size, roles and structure of the account‑management team and outline interaction with technical specialists, operations, policy and data teams.
• Create clear workflows for handling technical issues, release communications, change deployment and customer readiness.
• Establish escalation routes and RACI responsibilities, and propose reporting mechanisms for customer health and error patterns.
• Produce templates such as engagement plans, readiness checklists, issue‑triage scripts and briefing packs.
• Advise on tooling or CRM‑light approaches suitable for supporting 500–1000 accounts and provide a phased rollout roadmap.
• Train internal staff, embed repeatable processes and advise on metrics to track success.

Required profile

• Proven experience creating scalable customer‑support or account‑management structures for high‑volume bases.
• Experience defining segmentation models and multi‑tier service approaches.
• Ability to map workflows, define roles and responsibilities and build efficient end‑to‑end processes.
• Comfort working with large‑volume data to inform decisions and priorities.
• Skilled at facilitating workshops and engaging with diverse customer types.
• Strong written communication skills to produce clear, plain‑English guidance and materials.