Account Management Team Leader (Talent Pool)

	 	 
Account Management Team Leader - Talent Pool

Pristina, Pristina, Kosovo
Full-time
Contract Type: Permanent





Company Description


Why Babble?
Babble is a Customer Experience-led growth business. As the ultimate Trusted Advisor for cloud-based technologies, we specialize in empowering businesses with the best solutions from the world's leading providers.
We are specialists in:

Microsoft Modern Work
Cybersecurity
Contact Centre Technology
Mobile Solutions
Communications & Connectivity

With thousands of customers, we're just scratching the surface of our potential. Many of our clients currently benefit from one or two of our technologies, presenting an incredible opportunity to introduce them to our full suite of market-leading solutions.
Join us on this exciting journey and let's achieve greatness together!
About Us | Leading UK Cloud Solutions Provider | Babble




Job Description


Join Our Dynamic Team as a Account Management Team Leader!  
Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you!
What will you be doing? 
The Account Management Team Leader is accountable for leading, coaching and developing an initial team of three desk-based Account Managers servicing UK customers, while personally managing a focused portfolio of approximately 5-10 customers.
This is a player-coach role. The Team Leader sets the standard through their own customer and commercial activity, while creating the operating rhythm, quality control and day-to-day support that enables the team to deliver strong retention, account growth, forecasting and customer outcomes.
The role acts as the first-line escalation point for the team, validates account plans and forecasts, supports opportunity progression and ensures Salesforce remains the single source of truth. The leadership span may evolve as the Kosovo team grows.
Key responsibilities
Team leadership and coaching

Lead an initial team of three desk-based Account Managers and create a consistent, supportive performance rhythm.
Hold structured weekly 1:1s covering customer priorities, pipeline, forecast, risks, development and wellbeing.
Coach customer conversations, account planning, opportunity qualification, negotiation and objection handling.
Set clear expectations, document actions and follow through on commitments.
Support onboarding, service knowledge and role development for new and existing team members.

Team commercial performance

Own visibility of retention, renewals, growth pipeline and material risks across the team portfolio.
Run weekly pipeline and forecast reviews, challenging assumptions and agreeing specific customer-led next steps.
Review account plans and help Account Managers identify credible cross-sell and upsell opportunities.
Coordinate specialist support for material opportunities and remove internal blockers.
Provide concise, evidence-led performance commentary and a consolidated team forecast to the Director.

Customer portfolio ownership

Personally manage approximately 5-10 UK customers.
Maintain account plans, stakeholder maps, renewal readiness and risk actions for the personal portfolio.
Lead regular virtual customer reviews and act as the commercial relationship owner.
Identify, qualify and progress relevant opportunities across Babble services.
Model the Salesforce, forecasting and customer follow-up standards expected from the team.

Governance, risk and escalation

Maintain an accurate view of customer risk, renewal exposure, service concerns and stalled opportunities across the team.
Ensure mitigation plans have clear owners, dates and customer outcomes.
Act as the first-line escalation point, bringing in the Director and relevant functions for material commercial or customer matters.
Promote fair, consistent application of Babble processes and delegated authority.

Forecasting and Salesforce leadership

Ensure team account, contact, activity, opportunity and forecast data is complete and current.
Validate opportunity stage, value, close date, probability and next step using documented evidence.
Consolidate an accurate 30-day team forecast and credible 90-day outlook.
Use Salesforce reporting to focus coaching, preparation and commercial action.
Hold the same standards across the Team Leader’s personal portfolio.

Cross-functional leadership

Build effective working relationships with Customer Success, Customer Experience, Product Specialists, Service, Finance and UK Sales Leadership.
Bring specialist colleagues into customer and coaching activity at the appropriate point.
Represent the Kosovo team in relevant operational and commercial forums.
Share customer insight, recurring blockers and development needs with the Director.





Qualifications


Essential experience

Strong B2B account management experience with evidence of retention, account growth and structured planning.
Practical experience creating and executing account plans.
Evidence of retaining existing customers and developing cross-sell or upsell opportunities.
Experience managing customer relationships remotely across phone, video and email.
Strong CRM and pipeline-management discipline, ideally using Salesforce or a comparable platform.
Experience coaching, mentoring or informally leading colleagues, with readiness for first-line people leadership.
Experience communicating professionally with UK or international business customers.

Preferred experience

Technology, telecommunications, managed services, cloud, IT support, cyber security or software services.
Recurring-revenue or contract-based customer portfolios.
Working with Product Specialists, solution teams or other cross-functional sales resources.
Commercial renewal, retention or win-back activity.





Additional Information


Why work for Babble?

Annual Leave: 20 days’ paid holiday
Public Holidays: 12 paid bank holidays
Pension: Statutory pension provision
Sick Leave: 20 days’ statutory sick pay
Working Pattern: 10‑day fortnight
Work Environment: Full‑time, office‑based role
Parental Leave: Statutory maternity and paternity leave 

The recruitment journey
We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interview over Teams and possibly a follow up interview and competency testing depending on the role requirements. 
Direct Candidates Only
Babble | Leading UK Cloud Solutions Provider