Associate Account Manager - UNIT-e

Key Responsibilities

• Take ownership of agreed customers, renewals and commercial opportunities within the allocated portfolio.
• Build strong customer relationships and maintain a clear understanding of customer priorities, risks and opportunities.
• Deliver agreed retention, renewal, expansion, pipeline and revenue KPIs.
• Ensure renewals are managed early and there are no avoidable late renewals or commercial surprises.
• Proactively identify opportunities for additional products, services, consultancy and training.
• Prioritise time and activity towards the customers, renewals and opportunities with the greatest commercial impact.
• Maintain commercial grip across the portfolio, with clear ownership, next actions and timescales for every material renewal, risk and opportunity.
• Maintain accurate CRM, pipeline and forecast information.
• Escalate commercial or retention risks early, with a recommended course of action.
• Prepare and support customer meetings, proposals, quotations and commercial discussions.
• Operate within agreed pricing, contractual and approval frameworks and avoid making commitments outside authorised terms.
• Promote standard ParentPay Group products and services wherever possible, avoiding unnecessary bespoke commitments and escalating genuine product gaps appropriately.
• Work with Professional Services, Solution Consulting, Customer Operations, Support and Product teams to progress opportunities and customer outcomes.
• Identify customers who can act as references, case studies and advocates for ParentPay Group.
• Provide structured customer and market feedback, including recurring needs, competitive issues and product gaps.
• Develop strong knowledge of ParentPay Group products, the Further and Higher Education market and relevant competitors.
• Own the accuracy of allocated accounts, renewals, opportunities and forecasts presented through commercial reviews.
• Progressively take greater ownership of the customer portfolio as capability and experience develop.

Skills, Knowledge and Expertise

• Experience in a customer-facing, account management, customer success, sales or commercially focused role.
• Experience of building effective customer and internal stakeholder relationships.
• Experience of managing multiple priorities and taking ownership of actions.
• Strong written and verbal communication skills.
• Commercial awareness and the ability to identify opportunities and risks.
• Strong organisation, planning and attention to detail.
• Ability to manage priorities and follow actions through to completion.
• Confidence working with CRM, pipeline and forecast information.
• Proactive, self-motivated and accountable for agreed outcomes.
• Ability to build credible customer relationships and work effectively across teams
• Understanding of customer relationship management and basic commercial processes.
• Understanding of renewals, retention, pipeline and forecasting.
• Willingness to develop strong knowledge of ParentPay Group products and services.
• Good standard of general education with strong literacy and numeracy skills.

• Experience within education, software, SaaS or technology.
• Experience of renewals, retention, account development or commercial targets.
• Experience working with Further or Higher Education customers.
• Presentation, influencing and negotiation skills.
• Experience preparing proposals, quotations or customer-facing commercial material.
• Understanding of the UK Further and Higher Education sector.
• Knowledge of education software, MIS or student administration systems.
• Knowledge of UNIT-e, CEDAR, Pathways or related ParentPay Group solutions.
• Relevant degree, professional qualification or equivalent experience in business, sales, account management or education.