[Hiring] Account Manager @Babble Cloud

Role Description

Join Our Dynamic Team as an Account Manager!

Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you!

The Desk-Based Account Manager is accountable for retaining, developing and expanding an assigned portfolio of UK-based Babble customers. The role combines disciplined account management with proactive commercial development, helping customers get more value from the technology and services they already use while identifying relevant opportunities across the wider Babble portfolio.

Working remotely from Kosovo, the Account Manager will build trusted customer relationships through phone, Microsoft Teams, email and structured digital account reviews. The role owns account planning, renewal readiness, opportunity progression, forecasting and CRM accuracy across the portfolio.

This is an existing-customer growth role. Its focus is retention, cross-sell, upsell and long-term customer value rather than new-logo acquisition.

Accountabilities and Deliverables

• Account planning and portfolio ownership
  • Create and maintain practical account plans with measurable short-term actions and longer-term objectives.
  • Map customer stakeholders, including decision-makers, budget holders, users, champions and potential blockers.
  • Understand each customer’s business priorities, technology environment, service position and commercial timetable.
  • Prioritise activity using customer value, renewal dates, engagement, risk and whitespace.
  • Complete regular portfolio reviews and keep plans current as customer circumstances change.
• Customer relationship management
  • Build credible relationships with customer stakeholders through planned, consistent remote engagement.
  • Prepare and lead virtual business reviews and account conversations with clear agendas, outcomes and follow-up actions.
  • Act as the commercial point of contact for the assigned portfolio and coordinate the right Babble support when issues arise.
  • Communicate clearly, keep commitments and make it straightforward for customers to engage with Babble.
• Retention, renewals and risk
  • Maintain visibility of contract and renewal milestones across the portfolio.
  • Identify churn, service, billing, engagement and relationship risks early.
  • Create clear mitigation actions, assign owners and escalate material risks promptly.
  • Support commercially sound renewal and retention conversations in line with Babble governance.
• Cross-selling and account growth
  • Use account plans and whitespace analysis to identify where additional Babble services could address a genuine customer priority.
  • Develop opportunities across Babble’s portfolio, including communications and connectivity, mobile, cloud and modern workplace, cyber security, and customer experience solutions.
  • Qualify opportunities properly, including customer need, stakeholders, value, timing, decision process and clear next step.
  • Bring in Product Specialists and Solution Consultants at the right stage and remain accountable for commercial momentum.
  • Run relevant campaign follow-up and convert customer interest into qualified conversations.
• Pipeline, forecasting and Salesforce discipline
  • Maintain complete and accurate Salesforce records for accounts, contacts, activities, opportunities and next steps.
  • Keep opportunity stages, values, close dates, probabilities and forecasts evidence-led and current.
  • Provide an accurate 30-day forecast and credible 90-day outlook.
  • Progress opportunities with documented customer actions rather than internal assumptions.
  • Use Salesforce reporting and account data to manage priorities and support leadership reviews.
• Cross-functional coordination
  • Work with Customer Success and Customer Experience to understand adoption, satisfaction, service themes and risk.
  • Coordinate with Product Specialists and Solution Consultants to shape relevant, outcome-led proposals.
  • Partner with Service, Finance and Operations to resolve customer matters and protect the relationship.
  • Share customer insight with internal stakeholders and ensure actions are owned, tracked and completed.

Qualifications

• Demonstrable experience in B2B account management, customer success, sales or business development.
• Practical experience creating and executing account plans.
• Evidence of retaining existing customers and developing cross-sell or upsell opportunities.
• Experience managing customer relationships remotely across phone, video and email.
• Strong CRM and pipeline-management discipline, ideally using Salesforce or a comparable platform.
• Experience balancing multiple accounts, competing priorities and customer actions.
• Experience communicating professionally with UK or international business customers.

Preferred Experience

• Technology, telecommunications, managed services, cloud, IT support, cyber security or software services.
• Recurring-revenue or contract-based customer portfolios.
• Working with Product Specialists, solution teams or other cross-functional sales resources.
• Commercial renewal, retention or win-back activity.

Benefits

• Annual Leave: 20 days’ paid holiday
• Public Holidays: 12 paid bank holidays
• Pension: Statutory pension provision
• Sick Leave: 20 days’ statutory sick pay
• Working Pattern: 10‑day fortnight
• Work Environment: Full‑time, office‑based role
• Parental Leave: Statutory maternity and paternity leave

The Recruitment Journey

We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interview over Teams and possibly a follow-up interview and competency testing depending on the role requirements.

Contract Type

Permanent