🚀Account Manager - Mid Market 🚀

A bit of background on ELMO

ELMO Software is a people-first SaaS business focused on helping organisations get more value from their technology and their people. We’re building strong customer relationships across the UK, delivering long-term value, and supporting customers with solutions that grow alongside their needs.

Confidence can sometimes hold us back from applying for a job. But we'll let you in on a secret: there's no such thing as a 'perfect' candidate. ELMO is a place where everyone can grow. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day.

🌟Our Values: What We Live By

🫶Start With People - We remember our work affects real people, so we take the time to listen, understand and act with care.

🤝Own It, Together - We take responsibility for our part, support each other through the messy bits, and focus on fixing things rather than finding blame.

🙌Clear Is Kind - We speak honestly and with care. We don’t avoid difficult conversations, and we make sure people have the clarity they need to move forward.

🔥Why This Role Is SO Important:

We’re looking for an Account Manager - Mid Market to represent the full range of ELMO solutions across an assigned portfolio of UK customers. This role is all about helping customers get lasting value from their investment, while driving strong renewal outcomes and identifying the right growth opportunities across the customer lifecycle.

The Account Manager role is central to the retention and expansion of ELMO’s existing UK customer base. You’ll lead the account planning cycle, build strong and trusted customer relationships, and work closely with internal teams to ensure customer needs, objectives and expectations are met. It’s a role for someone who is proactive, commercially minded and customer-centric, and who can confidently balance relationship management, negotiation, forecasting and operational follow-through.

Key Duties & Responsibilities

Let’s be clear from the start: this isn’t a passive account management role. You’ll be the commercial owner of your portfolio, helping customers stay, grow and succeed with ELMO over the long term. You are the relationship builder, the strategic thinker, and the driver of customer value.

Leading Account Planning: Owning the account planning cycle across your portfolio to ensure each customer’s needs, objectives and expectations are clearly understood and supported.

Driving Retention: Taking primary responsibility for retaining and expanding ELMO’s existing UK customer base through strong account management and proactive commercial ownership.

Building Trusted Relationships: Creating strong, lasting customer relationships built on credibility, trust and a clear understanding of customer priorities.

Delivering Renewal Outcomes: Driving successful renewals across your portfolio and making sure commercial conversations are handled confidently and effectively.

Identifying Growth Opportunities: Spotting opportunities to expand the customer relationship across the lifecycle and introducing relevant ELMO solutions where they can add value.

Ensuring Ongoing Value: Helping customers realise continued value from their investment in ELMO and keeping them engaged in the long-term partnership.

Working Cross-Functionally: Partnering with internal teams to support customer outcomes, remove blockers and ensure smooth delivery across the account.

Managing Commercial Activity: Taking ownership of commercial activity across your portfolio, including negotiation, follow-through and general account health.

Forecasting Accurately: Maintaining clear visibility of renewal, retention and growth activity, and bringing a disciplined approach to forecasting and portfolio management.

Maintaining Customer Satisfaction: Keeping customer experience high across every interaction and making sure customers feel supported, heard and set up for success.

Showing Up Where It Matters: Travelling where needed and conducting some customer meetings face-to-face to strengthen relationships and support better outcomes.

Key Competencies & Behaviours

You Start with People: You build strong, trusted relationships and genuinely care about helping customers succeed.

You Own It, Together: You take responsibility for your portfolio, work well across teams, and stay focused on outcomes rather than obstacles.

You believe that Clear Is Kind: You communicate openly, clearly and professionally, whether you’re managing expectations, negotiating commercially or guiding customers through change.

You’re commercially minded: You understand how to balance customer value with business growth, and you’re motivated by retention, expansion and strong commercial outcomes.

You think strategically: You can see the bigger picture for each account and use planning to drive smarter, more proactive customer management.

You stay operationally sharp: You’re organised, reliable and comfortable managing detail, follow-through and forecasting alongside relationship ownership.

You’re proactive: You don’t wait for issues or opportunities to find you. You stay close to your accounts and act early.

You’re customer-centric: You keep the customer at the heart of your thinking while still being confident in commercial conversations.

You work well with others: You enjoy collaborating cross-functionally and know how to bring internal teams together around customer success.

You’re comfortable in front of customers: Whether it’s on a call or face-to-face, you represent ELMO with confidence, professionalism and warmth.

🎁Why You’ll Love it Here:

🕒Flexible working – a hybrid approach with time in the office and with customers where needed

🏖️25 days holiday (+ 1 extra after 3 years!) PLUS Your Birthday off!

🎄UK Bank holidays + Christmas Eve and New Years Eve afternoons off!

🏥Private medical insurance (PMI) - with enhanced mental health, dental & optical coverage via AXA

💗Employee Assistance Programme – Support when you need it

🛡️Life Insurance – 2 x salary & Matched pension (5%) – because the future matters

🤝2 x volunteer days per year – give back to causes that matter to you

📱Access to Mintago – Exclusive financial wellbeing through discounts and expert advice

🛍️Retail discount scheme – perks and savings just for being part of our team!

The Hiring Process: Let’s Make it Personal! 🤝

📞Screening Call: Virtual via Google Meet with one of our team to have a friendly chat, learn more about your experience, what excites you about the role, and how you align with our people-first culture.

💻Competency Interview: Online you’ll meet the hiring manager and we’ll dive into your skills, experience, and how you’d make an impact. This is also your chance to ask us anything about the role and company.

🏢Final Stage Interview: In person, you’ll meet the hiring manager and members of the wider team. It’s a chance to get to know us better, understand the role in more depth, and get a feel for life at ELMO.

🚀Ready to join us? Apply Now!