Account Manager

About the Role

As an Account Manager, you will act as the partner and trusted advisor to a major UK government client during a significant mobilisation and transition. The purpose of this role is to ensure a successful launch, drive stakeholder satisfaction, and maximise continued value throughout the contract. 

You will cultivate strong relationships with key programme stakeholders, acting as the voice of the customer to drive adoption, operational readiness, compliance, and long term partnership success.

What You'll Do

• Serve as the overall owner and account strategist of the client relationship, overseeing the success of the mobilisation programme and ongoing post-launch activities.
• Lead and direct complex, multi-stakeholder transition and implementation activities, managing the programme from initial planning through go-live and hypercare.
• Drive adoption, compliance, and operational success by providing strategic guidance, stakeholder engagement, and change management support.
• Cultivate and maintain strong, trusted advisor relationships with senior client stakeholders to ensure strategic alignment and long-term customer value.
• Conduct regular health checks, lead Quarterly Business Reviews, and facilitate governance meetings to proactively assess programme health, satisfaction, performance, and risk.
• Act as the definitive Voice of the Customer for internal teams, ensuring client priorities, service improvements, and operational requirements are understood and addressed.
• Maintain a deep understanding of the client's contractual requirements, operational objectives, and strategic priorities to deliver an exceptional customer experience.
• Partner closely with internal stakeholders to identify opportunities for continuous improvement and enhanced service delivery.

What We're Looking For

• Experience in Customer Success or Account Management  preferably within complex government, public sector, or regulated environments.
• Experience leading complex mobilisation, transition, or transformation programmes with multiple stakeholders.
• Exceptional project management, organisational, and strategic problem-solving skills to navigate complex change and mobilisation activities.
• High EQ and strong communication skills with the ability to manage change resistance and gain buy-in across stakeholders at all levels.
• Extraordinary attention to detail, with a keen eye for governance, compliance, risk management, and operational quality.
• Drive for results, client-focused mindset, and a commitment to delivering outstanding customer outcomes.
• Bachelor's degree preferred or equivalent professional experience.