Account Manager

Overview

We're hiring an Account Manager to support our Head of Operations in managing and growing relationships with customers, partners and resellers.

This is an exciting time to be joining Kinabase. As part of a fast-growing start-up, you'll have a genuine influence on how we build relationships and deliver value to our customers, helping push forward our mission to empower businesses to focus on what actually matters.

This role is ideal for someone who enjoys being close to the action: you'll help run customer-facing operations, keep accounts moving smoothly and ensure customers and partners get a consistently excellent experience. You'll be joining a friendly, supportive and energetic UK-based team, trusted with real responsibility from day one. We're a lean and nimble company with a culture of moving fast and getting things done, so you'll need to be adaptable, think on your feet and help improve how we work, every day.

Why This Role Matters

As Kinabase grows, the quality of our relationships will define our reputation. In this role you'll help us:

• Build strong, long-term relationships with customers, partners and resellers
• Support onboarding, delivery and ongoing account needs so clients see value quickly
• Help keep the sales pipeline and account activity moving with clear, timely communication
• Strengthen our reseller/partnerships approach to reach more SMEs at scale
• Improve internal processes so service delivery becomes more efficient and consistent

What You'll Be Doing

Account ownership and customer experience

• Help manage a portfolio of customers, keeping communication proactive, professional and clear
• Cultivate strong client relationships to drive high customer satisfaction
• Support customer onboarding and ongoing support processes, helping customers adopt Kinabase effectively
• Balance customer expectations with realistic software development timelines, escalating risks early and helping keep delivery on track

Partner and Reseller support

• Support the development of our reseller and partnerships strategy, helping us scale Kinabase through third parties
• Maintain relationships with current partners/resellers, ensuring they have the information, messaging and support needed to succeed
• Represent the company professionally in partner/customer interactions, including meetings and events where required

Sales pipeline support (in collaboration with Operations leadership)

• Support pipeline progression from lead identification through to deal progress/closure by keeping momentum and tracking next steps
• Help prepare and deliver engaging product demos that clearly communicate Kinabase's value for different customer contexts
• Contribute to market research and feedback loops, capturing insights from customers/partners to inform product direction and positioning

Process, reporting and continuous improvement

• Identify, evaluate and implement process improvements that streamline workflows and increase productivity across Service Delivery
• Adopt and leverage AI tools to improve efficiency, automate repetitive tasks and enhance how we work
• Encourage feedback from customers and stakeholders, turning it into practical changes
• Help ensure customer-facing operations are consistent and aligned across teams

Documentation and communications

• Write and maintain customer-facing documentation, including onboarding guides, support articles and product resources
• Draft professional communications for customers and partners, ensuring clarity, consistency and tone
• Collaborate with marketing to refine messaging for new and existing customers, contributing content where needed

Cross-team collaboration

• Work closely with the software development and support teams to ensure cohesive messaging and a joined-up customer experience
• Communicate effectively with customers through written, virtual and in-person channels

What We're Looking For

Essential

• Strong relationship-building skills with a focus on customer satisfaction and clear communication
• Confidence communicating complex ideas with clarity to varied audiences
• Strong written communication skills, with the ability to draft professional documentation, emails and customer-facing content
• Organised, proactive approach, being comfortable juggling priorities in a fast-moving environment
• Analytical mindset with the ability to interpret information and make data-informed decisions
• Comfort working with CRM systems, spreadsheets and terminology to track accounts, opportunities and next steps
• Practical problem-solver who enjoys trying new ideas, improving processes and getting stuck in

Nice to Have

• Experience supporting end-to-end sales cycles or account lifecycles in a software/digital transformation context
• Understanding of business processes and business software, being able to connect product value to real operational needs
• Experience adopting AI tools (e.g. ChatGPT, Claude, Copilot) to improve personal productivity or team workflows
• Experience writing documentation, help articles or customer communications
• Experience supporting partnerships/resellers, or interest in learning how to build scalable partner motions
• Familiarity with quality/process environments and standards such as ISO 9001 / ISO 27001

Qualifications

• A Bachelor's degree in a related field (e.g. business management, marketing, manufacturing or computer science) is helpful
• Practical experience and strong communication ability
• We welcome equivalent experience that demonstrates you can operate confidently in a customer-facing role within a technology/software business

What It's Like to Work Here

• You'll join a young, dynamic team with a growing client base and a culture of moving fast and getting things done
• You'll be trusted with responsibility from day one and have a genuine impact on how customers experience Kinabase
• You'll work across diverse organisations and industries, from charities to consultancies to construction, keeping the work varied and commercially meaningful
• We are looking for people who share our vision for empowering businesses to improve effectiveness and efficiency, delivered in a highly professional and caring way

Location and Travel

We're based in St John's Innovation Centre, Cambridge UK and you'll typically be in the office four days a week. You may be required to travel to customer sites, industry events and networking opportunities as part of your role.

Remuneration and Benefits

We offer a salary dependent on your experience. Additionally, we offer Vitality health coverage, holiday entitlement, profit share, and other benefits.

Interview Process

Our interview process is straightforward and is designed to help us get to know each other. We'll start with an initial phone call to discuss the role and your experience, followed by a face-to-face or online interview with the team.

How to Apply

Send a copy of your CV and cover letter to careers@kinabase.com explaining why you're a good fit for supporting customers and partner relationships for Kinabase. Include your relevant experience such as improving a process, growing an account and supporting a third party relationship.