Associate Account Manager - UNIT-e

The Associate Account Manager is responsible for supporting the retention and growth of a portfolio of Further and Higher Education customers across ParentPay Group’s products and services.

The role is commercially accountable for agreed customer, renewal, pipeline and revenue outcomes. Working with the Account Manager, the Associate Account Manager will progressively take ownership of a defined customer portfolio, ensuring risks are identified early, opportunities are actively developed and commercial information is accurate and current.

The role is expected to combine strong customer relationships with clear commercial judgement, pace and accountability.

Success will be measured by retention, renewal performance, revenue growth, quality of pipeline and forecast accuracy, not simply customer activity.
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 Required

• 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.

Desirable

• 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.