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This position focuses on expanding relationships with existing customers. Its priorities are retention, cross-selling, upselling and sustained customer value rather than acquiring new-logo business.

Key responsibilities and outcomes:

Account planning and portfolio ownership

• Develop and maintain usable account plans containing measurable immediate actions and longer-term targets.
• Identify customer stakeholders, including decision-makers, budget holders, users, champions and possible blockers.
• Gain an understanding of each client’s business objectives, technology landscape, service status and commercial schedule.
• Rank activities based on customer value, renewal timelines, engagement, risk and whitespace.
• Carry out routine portfolio reviews and update plans when customer circumstances evolve.

Customer relationship management

• Establish reliable relationships with customer stakeholders through deliberate and regular remote contact.
• Organise and lead virtual business reviews and account discussions with defined agendas, results and follow-up actions.
• Serve as the commercial contact for the allocated portfolio and arrange the appropriate Babble support when problems occur.
• Communicate effectively, honour commitments and make engagement with Babble easy for customers.

Retention, renewals and risk

• Keep track of contract and renewal milestones throughout the portfolio.
• Detect risks relating to churn, services, billing, engagement and relationships at an early stage.
• Define mitigation measures, allocate ownership and escalate significant risks without delay.
• Assist with commercially appropriate renewal and retention discussions in accordance with Babble governance.

Cross-selling and account growth

• Apply account plans and whitespace analysis to find situations where additional Babble services can address a genuine customer priority.
• Build opportunities within Babble’s offering, including communications and connectivity, mobile, cloud and modern workplace, cyber security, and customer experience solutions.
• Assess opportunities thoroughly by considering client needs, stakeholders, value, timing, the decision process and a clear next action.
• Involve Product Specialists and Solution Consultants at the appropriate point while retaining responsibility for commercial progress.
• Follow up on relevant campaigns and turn customer interest into qualified discussions.

Pipeline, forecasting and Salesforce discipline

• Keep Salesforce data for accounts, contacts, activities, opportunities and next actions complete and accurate.
• Ensure opportunity stages, values, close dates, probabilities and forecasts remain current and supported by evidence.
• Deliver a precise 30-day forecast together with a credible 90-day outlook.
• Move opportunities forward through documented customer actions rather than internal assumptions.
• Use Salesforce reports and account information to manage priorities and contribute to leadership reviews.

Cross-functional coordination

• Collaborate with Customer Success and Customer Experience to understand adoption, satisfaction, service themes and risks.
• Work with Product Specialists and Solution Consultants to create relevant proposals focused on outcomes.
• Partner with Service, Finance and Operations teams to address customer issues and safeguard client relationships.
• Provide internal stakeholders with customer insights and make sure actions are assigned, monitored and completed.

Qualifications

Required experience

• Proven background in B2B account management, customer success, sales or business development.
• Hands-on experience developing and implementing account plans.
• Demonstrated success retaining existing clients and building cross-sell or upsell opportunities.
• Experience managing remote customer relationships through telephone, video and email communication.
• Strong discipline in CRM and pipeline management, preferably with Salesforce or a similar platform.
• Experience handling several accounts, competing priorities and customer actions simultaneously.
• Professional communication experience with UK or international business clients.

Preferred experience

• Background in technology, telecommunications, managed services, cloud, IT support, cyber security or software services.
• Experience with recurring-revenue or contract-based customer portfolios.
• Experience collaborating with Product Specialists, solution teams or other cross-functional sales resources.
• Commercial experience in renewals, retention or win-back activity.

Additional Information

Why join Babble?

• 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 process

Babble intends to appoint the right person promptly. The process begins with a screening call, followed for successful candidates by a Teams interview and, depending on the role’s requirements, potentially a further interview and competency testing.

Direct Candidates Only

This position focuses on expanding relationships with existing customers. Its priorities are retention, cross-selling, upselling and sustained customer value rather than acquiring new-logo business.

Key responsibilities and outcomes:

Account planning and portfolio ownership

• Develop and maintain usable account plans containing measurable immediate actions and longer-term targets.
• Identify customer stakeholders, including decision-makers, budget holders, users, champions and possible blockers.
• Gain an understanding of each client’s business objectives, technology landscape, service status and commercial schedule.
• Rank activities based on customer value, renewal timelines, engagement, risk and whitespace.
• Carry out routine portfolio reviews and update plans when customer circumstances evolve.

Customer relationship management

• Establish reliable relationships with customer stakeholders through deliberate and regular remote contact.
• Organise and lead virtual business reviews and account discussions with defined agendas, results and follow-up actions.
• Serve as the commercial contact for the allocated portfolio and arrange the appropriate Babble support when problems occur.
• Communicate effectively, honour commitments and make engagement with Babble easy for customers.

Retention, renewals and risk

• Keep track of contract and renewal milestones throughout the portfolio.
• Detect risks relating to churn, services, billing, engagement and relationships at an early stage.
• Define mitigation measures, allocate ownership and escalate significant risks without delay.
• Assist with commercially appropriate renewal and retention discussions in accordance with Babble governance.

Cross-selling and account growth

• Apply account plans and whitespace analysis to find situations where additional Babble services can address a genuine customer priority.
• Build opportunities within Babble’s offering, including communications and connectivity, mobile, cloud and modern workplace, cyber security, and customer experience solutions.
• Assess opportunities thoroughly by considering client needs, stakeholders, value, timing, the decision process and a clear next action.
• Involve Product Specialists and Solution Consultants at the appropriate point while retaining responsibility for commercial progress.
• Follow up on relevant campaigns and turn customer interest into qualified discussions.

Pipeline, forecasting and Salesforce discipline

• Keep Salesforce data for accounts, contacts, activities, opportunities and next actions complete and accurate.
• Ensure opportunity stages, values, close dates, probabilities and forecasts remain current and supported by evidence.
• Deliver a precise 30-day forecast together with a credible 90-day outlook.
• Move opportunities forward through documented customer actions rather than internal assumptions.
• Use Salesforce reports and account information to manage priorities and contribute to leadership reviews.

Cross-functional coordination

• Collaborate with Customer Success and Customer Experience to understand adoption, satisfaction, service themes and risks.
• Work with Product Specialists and Solution Consultants to create relevant proposals focused on outcomes.
• Partner with Service, Finance and Operations teams to address customer issues and safeguard client relationships.
• Provide internal stakeholders with customer insights and make sure actions are assigned, monitored and completed.

Qualifications

Required experience

• Proven background in B2B account management, customer success, sales or business development.
• Hands-on experience developing and implementing account plans.
• Demonstrated success retaining existing clients and building cross-sell or upsell opportunities.
• Experience managing remote customer relationships through telephone, video and email communication.
• Strong discipline in CRM and pipeline management, preferably with Salesforce or a similar platform.
• Experience handling several accounts, competing priorities and customer actions simultaneously.
• Professional communication experience with UK or international business clients.

Preferred experience

• Background in technology, telecommunications, managed services, cloud, IT support, cyber security or software services.
• Experience with recurring-revenue or contract-based customer portfolios.
• Experience collaborating with Product Specialists, solution teams or other cross-functional sales resources.
• Commercial experience in renewals, retention or win-back activity.

Additional Information

Why join Babble?

• 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 process

Babble intends to appoint the right person promptly. The process begins with a screening call, followed for successful candidates by a Teams interview and, depending on the role’s requirements, potentially a further interview and competency testing.

Direct Candidates Only