Account Manager

Role Purpose

The Account Manager is the central point of customer engagement and escalation. They are responsible for developing strong, multi-level relationships, driving customer adoption of MSite products, and ensuring long-term satisfaction. By working across departments, Account Managers forecast revenues, identify risks and opportunities, and help expand the MSite footprint within customer organisations.

Key Accountabilities & Responsibilities

• Build strong knowledge of customer organisations, stakeholders, and strategic goals.
• Develop long-term relationships across all levels, aligning customer needs with MSite’s roadmap.
• Drive account growth through expansion, upselling, and structured Account Plans.
• Provide expert product knowledge, demonstrations, and support for adoption.
• Deliver accurate pipeline reporting, forecasting, and financial control.
• Manage contract renewals, uplifts, and risk/opportunity escalation.
• Ensure proposals follow process and coordinate with Operations on non-standard requirements.
• Oversee product demos, trials, training, and site-level adoption.
• Monitor customer utilisation, feedback, and satisfaction, acting as customer advocate.
• Stay informed on product releases, support testing, and communicate updates.
• Collaborate with internal teams (Service Desk, Operations, Customer Success) for issue resolution and best practice.
• Produce case studies and insights highlighting customer value and success stories.
• Hold regular governance meetings, performance reviews, and maintain senior-level relationships.
• Provide monthly reports and recommendations to drive improvements.
• Support Marketing with PR, case studies, and customer communications.
• Continuously develop market knowledge of construction and digital solutions.