[Hiring] B2B Account Manager @Jobs for Humanity

Role Description

To design and implement an effective hybrid account-management model to support approximately 500–1000 key customers, with a strong focus on technical issue resolution, smooth deployment of change, and consistent, scalable engagement.

• Define a practical hybrid account-management approach, combining high-touch and scaled support.
• Develop customer segmentation (e.g. Tier A/B/C) based on complexity, risk, and technical needs.
• Recommend the size, roles, and structure of the account-management team.
• Outline how account managers interact 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 clarity around RACI (roles and responsibilities).
• Propose reporting and insight-tracking mechanisms (customer health, error patterns, readiness indicators).
• Create practical templates such as customer engagement plans, change-readiness checklists, issue-triage scripts, and briefing packs.
• Recommend tooling or CRM-light approaches suitable for supporting 500–1000 accounts.
• Provide a roadmap for phased rollout.
• Train internal staff and embed repeatable processes.
• Advise on metrics to track success and refine the model over time.

Qualifications

• Demonstrable experience creating scalable customer-support or account-management structures for high-volume customer bases.
• Experience defining segmentation models and establishing multi-tier service approaches.
• Ability to map workflows, define roles and responsibilities, and build efficient end-to-end processes.
• Comfortable working with large volume data to shape decisions and priorities.
• Skilled at facilitating workshops, and engaging with different customer types.
• Ability to produce crisp, plain-English guidance and materials.

Requirements

Please be aware that this role can only be worked within the UK and not Overseas.

Benefits

• As a member of the Disability Confident Scheme, Companies House guarantees to interview all candidates who have a disability and who meet all the essential criteria for the vacancy.
• Companies House guarantees to interview veterans or spouses/partners of military personnel who meet all the essential criteria for the vacancy.