Senior Account Manager

Salary: £50,000 plus quarterly bonus

Location: Remote with monthly team days

We're looking for a Senior Account Manager (SAM) to take ownership of a portfolio of our largest and most strategically important customers, delivering them world class customer service and guidance. This opportunity is perfect for your growth into a management role, overseeing a team of account managers.

Fathom is a game changing software company that gives confidence and financial clarity to business leaders, and you will be a big part of that mission. The customers you'll work with are accountants in practice, and you'll be the trusted contact for our highest value of those customers, setting them up for success with implementation and rollout advice, and ongoing support throughout their customer journey.

Your main responsibilities will include:

• Onboarding new customers by advising on implementation and best practices for rollout, and facilitating training. You'll take into account the accounting practice's specific situation and requirements to make this as impactful as possible.
• After onboarding, maintaining regular contact with your customers as appropriate to ensure they're always receiving the support they need. In general, this will include quarterly calls, ad-hoc emails, and occasional site visits.
• Being a product expert for your customers. You will have a high level of proficiency with Fathom so that you can help customers spot opportunities to better serve their clients, and approach their use cases in the optimal way.
• Maintaining strong professional relationships with your customers.
• For any customer churn - getting a deep understanding of the reason for the cancellation, and uncovering whether there's anything we can do to bring them back.
• Acting as reviewer and first point of escalation for some operational tasks performed by more junior account managers.

As the perfect candidate for the role, you are:

• Someone with experience talking to customers/clients (directly and over email), committed to helping them and building a great rapport.
• Familiar with the accounting industry, including how accounting practices function and the technologies they use, and the main services accountants offer.
• Experienced using technology and a quick learner of new systems. You also have some understanding of implementation of new technology.
• Well organised, dependable and happy with a varied set of tasks on your plate each day.
• A strategic thinker - you can see the bigger picture and take appropriate actions based on this.
• Strong with numbers - you'll love how Fathom makes them look!

About the company

Founded in 2010, Fathom is a web-based (SaaS) forecasting, reporting and analytics tool used by over 65,000 businesses and their advisors in more than 80 countries around the world. We're part of the Access Group, and our UK team has office space in various locations across the country (but we normally meet in London!). The role is a hybrid-remote position - the team meets in the office for a day every month, but we're very flexible in our working arrangements, so you can make as much use of the offices as you want.

Fathom is a fun and friendly place to work, and we're committed to ensuring equality and diversity in our team. We offer some great perks including an annual personal development allowance, regular volunteering and CSR opportunities, and more that we'd love to tell you about!