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Head of Account Management

Head of Account
Management

Our Company

Market-leading, fast-growing, exciting, solution-driven, creative, dynamic, fun-loving –
welcome to Fixflo! Since launching in 2012, phenomenal growth has resulted in Fixflo
becoming the leader in its field – fixing repairs and maintenance management for property
professionals.
Our business plan is simple: we want every repair in the world to be reported through a
Fixflo system. With over 2000 customers we are currently used in over 1,000,000 homes
across the UK and want to see this number continue to grow! Our acquisition by Aareon, the
leading provider of ERP software for the European property industry, means we now have
exciting plans to venture into new property markets and new geographies across Europe
making it a very exciting time to join the Fixflo family!

The Role

As the Head of Account Management at Fixflo, you will manage a book of business made up
of our largest customers. As a cohort, they represent over 60% of our Revenue and nearly
300 customers.
You will act as the expert on both customer expansion and customer health- ensuring that
we are continuously growing revenue from existing whilst also keeping customers as
engaged and delighted as possible with the platform.
You will run a team of five Customer Success Managers and report directly to the Fixflo
Head of Sales.
Your core focus will be on:
● owning and driving revenue expansion strategies
● minimising customer churn
● improving customer adoption and engagement with Fixflo
● owning the customer experience and customer happiness

You will be the ‘Voice of the customer’ representing the voice of mid-market and enterprise
customers at senior leadership levels. You will be responsible for ensuring that decision
making at Fixflo is customer-centric.

In order to do this, you will be required to:
● have a solid understanding of SaaS and modern Customer Success
● build at scale processes to:
○ understand our customer usage and engagement
○ THEN improve customer engagement
● take a team of Customer Success Managers (CSMs) who are currently focused
primarily on onboarding and troubleshooting and pivot them towards a focus on
customer engagement and expansion
● you will need to have experience mentoring and developing the commercial ability of
CSMs.
Key tasks
● achieving quarterly targets as set by the Head of Sales across a range of commercial
metrics
● hiring, mentoring and retaining the best CSMs
● line management of the CSM team. Creation of a strong team culture. Conducting
regular 1-1s and team meetings, ensuring decisions, plans, goals are shared, and
that issues are resolved in a timely manner.
● define (and continuously refine) customer success best practices and process
● responsible for monitoring ongoing customer health, customer satisfaction/NPS,
acting on feedback to improve and drive satisfaction
● management of all contractual renewals and leveraging these as an opportunity to
grow the value of our contracts
● liaise with the wider business to ensure the CSMs have the the information and tools
they need to manage their customers effectively
Essential skills and experience:
● working in a Customer Success function
● experience of customer renewals, upsells and other commercial activities involving
commercial negotiation and multiple stakeholder management
● experience in managing, growing and getting the best out of a team of CSMs
● acting as a senior point of escalation for customer complaints
● a genuine interest in tech and software and the problems of our customers
Desirable skills and experience:
● knowledge of using a customer success platform (e.g. Planhat, Candu, Intercom…)
● understanding and knowledge of APIs and software integrations
Our ideal colleague
Critical competencies (soft skills):
● Attitude
○ Efficiency (can produce significant output with minimal wasted effort)
○ Honesty/integrity (does not cut corners ethically)
○ Follow through on commitments (lives up to verbal and written agreements
regardless of personal cost)
○ Intelligence (learns quickly)
○ Attention to detail (does not let important details slip)
○ Persistence (demonstrates tenacity and willingness to go the distance to get
something done)
○ Proactivity (acts without being told what to do and brings ideas to the
company)
○ Organisation and planning (focuses on key priorities and
plans/organises/schedules/budgets in an efficient and productive manner)
○ Teamwork (works well with others to achieve a collective goal)
○ Communication (speaks and writes clearly)
● Drive
○ Enthusiasm (exhibits passion and excitement over work – a can do attitude)
● Coachability
○ High standards (expects personal performance and team performance to be
nothing short of the best)
○ Openness to criticism and ideas (solicits feedback and reacts calmly to
criticism or negative feedback)
 

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