Senior Account Manager

Senior Account Manager About us SFG20 is the industry standard for building maintenance. Providing services and pioneering technologies that empower people to create and sustain safer buildings. Our mission is to make buildings better using our standard, software and expertise. Our vision is to become the leading authority for built environment maintenance that protects and enhances quality of life. About the role The Senior Account Manager owns and grows an established portfolio of customers, driving renewals, upsell and cross-sell opportunities while strengthening long-term relationships and accelerating software adoption. The role supports clients to optimise building maintenance strategies through our innovative solutions. With a consultative approach, the Senior Account Manager navigates complex sales cycles and ensures seamless migration to our latest software solutions, empowering customers to build safer, more efficient buildings. The role will require travel twice a month to our Newcastle offices. Key Responsibilities • Account Management: Build and nurture strong, strategic, long-term relationships with mid-market and enterprise clients, understanding their business needs and aligning SFG20 solutions to their strategic objectives. • Retention and Growth: Identify and convert upsell and cross-sell opportunities across an existing customer portfolio, while working with internal teams to strengthen retention and customer lifetime value. • Renewals: Proactively manage contract renewals, ensuring continued business growth. • Solution Selling: Tailor our software solutions to each client’s needs, positioning SFG20 as a strategic partner. • Product Demonstrations: Deliver engaging presentations and product demonstrations that clearly communicate the value proposition. • Migrations: Proactively support customers moving from legacy products to Facilities-iQ, communicating the commercial and operational benefits of the transition. • Contract Management: Manage contract negotiations to secure renewals while maintaining strong customer satisfaction. Balance customer needs with business objectives to maximize account profitability. • Adoption: Work closely with Software Trainers to maximize user adoption and ensure a frictionless transition. • Collaboration: Work cross-functionally with Customer Success, Sales (SDR/BDR & KAM), L&D, Marketing, and Product Development to deliver exceptional service and drive shared success. • Data-Driven Performance: Use CRM data to prioritise accounts, maintain accurate renewal and expansion forecasts, monitor KPIs and identify opportunities for commercial growth. • Industry & Product Expertise: Stay ahead of trends in SaaS, facilities management, and building maintenance to keep clients informed and empowered. Essential experience • 5 Years + Proven B2B SaaS account management experience, with measurable success against revenue growth and retention targets. • Strong background in managing client relationships, renewals, and software adoption with mid-market or enterprise segments. • Demonstrated ability to drive high-value deals, manage complex sales cycles, and navigate contract negotiations. • Excellent communication and presentation skills, with the ability to articulate the value of complex SaaS solutions. • A consultative approach to account management, with a deep understanding of customer needs. • Ability to build account plans and tailor engagement to customer needs, renewal timelines and growth potential. • Experience using CRM platforms (HubSpot or similar) to track performance and drive engagement. • Highly organised, with the ability to manage multiple accounts and priorities effectively. • Curious, innovative, and eager to learn. With a competitive mindset and a strong desire to win. • E