Account Manager - Partner Success

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ABOUT RATED PEOPLE

At Rated People, we're proud to be the UK's leading online marketplace connecting homeowners with skilled local tradespeople. With more than 10,000 tradespeople across the country covering 200+ trades, we make it easy for homeowners to find trusted professionals-and for tradespeople to grow their reputation and business.

We've been doing this for almost 20 years, and 95% of work booked through our platform is rated 4 stars or higher. We're all about building trust, streamlining the process, and helping both sides get the job done right.

OUR VALUES

Energy We bring passion, drive and positivity

Engagement We take ownership, we trust one another

Execution We make it happen

Edge We have courage and are decisive

THE ROLE

A Rated People Account Manager supports tradesperson through different phases of the customer lifecycle; listening and acting to their needs, their wants and delivering a best-in-class tradesperson experience. You will have specific accounts to look after dependant on the life cycle stage. You will be focused on ensuring that the tradesperson has the support they need to be successful and grow on the platform.

Responsibilities include:

• Become a trusted partner to your accounts: understand their business needs and build solutions to their problems. Pro-actively identify opportunities for upsell and selling our services or 3rd party partnerships to drive growth with the accounts.
• Complete outreach to tradespeople as required, completing both quantity of interactions and quality standards.
• Provide support and guidance to our tradespeople to get the best from our platform.
• Identify any opportunities to improve retention and highlight any risks.
• Understand and be able to identify tradespeople churn signals and behaviours and combat these engagement strategies and outreach campaigns.
• Build and strengthen our tradesperson relationships with the long term in mind, using every interaction as an opportunity to engage.
• Monitor and track account engagement and retention metrics, highlights any changes in behaviour or patterns.
• Promote early adoption of our marketplace and any initiatives that we roll out to our tradespeople.
• Identify and understand any challenges tradespeople may face on our platforms, and promptly escalate any issues or emerging risks within your book of business to the appropriate teams for resolution.
• Contribute to the continuous improvement to the teams' ways of working, methodology and tools used to drive efficiency and purpose in our outreach campaigns.
• Be the voice of the tradesperson internally, championing product and service improvements to improve usage of the platform and deliver a best-in-class experience.

Required skills and experience:

• You have experience of working in a similar Customer Success or Account Management team.
• You have a proven track record in retention, engagement, or revenue growth targets.
• You have excellent listening skills, diplomatic with the ability to guide the customers in the right direction.
• You have attention to detail and follow-through on commitments.
• You have excellent spoken and written skills.
• You have the ability to translate commercial targets into client success plans.
• You are organised, and can manage multiple accounts with competing priorities.
• You are able to build relationships and influence others.
• You are adaptable in fast-paced, evolving environments.
• You have strong analytical skills with a data-driven approach to decision-making
• Travelling to client sites will be a requirement.
• A background in Sales is a plus

WHAT WE OFFER?

• Hybrid working (2 days per week in our Shoreditch office)
• 25 days' holiday
• A welcoming, inclusive culture with team socials and regular events
• Private medical insurance (including mental health and virtual GP)
• Enhanced parental leave
• Cycle to work scheme, life assurance, travel loans
• Office perks like fresh fruit, coffee, snacks, and more

Ready to Make an Impact?

Come join a team that's passionate, supportive, and driven by purpose-and help shape experiences that truly make a difference.