New Business Account Manager
Role Overview
The New Business Account Manager plays a critical role in onboarding and managing new accounts during their first four weeks with the business, ensuring a seamless transition and strong early engagement. The role also focuses on reactivating lapsed accounts, driving revenue growth, and establishing trusted relationships from the outset. Success in this position requires a proactive, commercially minded approach to client engagement, identifying opportunities for upsell and cross-sell, and delivering an exceptional onboarding experience that lays the foundation for long-term retention.
Key Responsibilities
- Deliver a smooth and effective onboarding experience for all new accounts within the first four weeks.
- Identify and convert upsell and cross-sell opportunities during the onboarding period.
- Consistently achieve or exceed monthly and quarterly revenue targets.
- Meet call quality standards and business KPIs.
- Identify lapsed accounts and implement strategies to win back business.
- Reintroduce phs products and services through tailored engagement plans.
- Track, analyse, and report on recovery performance and success rates.
- Build strong, trust-based relationships with key stakeholders from day one.
- Maintain effective diary management and regular communication with clients.
- Deliver a high-quality onboarding experience that supports long-term client success
- Monitor account health throughout the onboarding period and address risks proactively.
- Reduce churn through timely intervention and enhanced client experience.
- Maintain consistent communication to reinforce value and support.
- Work closely with the Team Leader and internal departments to ensure a smooth onboarding journey.
- Pass qualified prospects and leads to the appropriate Field Sales Consultant when required.
- Use the CRM system to accurately record, manage, and progress opportunities.
- Forecast revenue effectively and deliver against agreed targets.
Essential Skills and Knowledge Required:
- Clear, confident, and professional telephone manner
- Strong ability to identify customer needs and sales opportunities
- Proven upselling and cross-selling capability
- Effective active listening and questioning techniques
- Skilled in objection handling and negotiation
- Ability to build rapport and trust quickly
- Strong time management and prioritisation skills
- Proficient in CRM systems and general IT tools
- Previous telesales or call centre experience
- Demonstrated success in achieving KPIs and sales targets
- Experience in building and maintaining client relationships
- Competent user of CRM systems (preferably Salesforce/SFDC)
The Right Person for the role:
- High energy, pace, and enthusiasm
- Results-driven and motivated by achieving success
- Thrives in a fast-paced, demanding sales environment
- Maintains high professional and personal standards
- Decisive, resilient, and solutions-focused
- Effective both independently and as part of a team
- Comfortable challenging constructively and contributing ideas
Summary
The ideal candidate is proactive, relationship-focused, and committed to building strong foundations for new clients while successfully re-engaging lapsed accounts. They demonstrate excellent communication skills, a solutions-driven mindset, and the ability to convert opportunities into measurable results. They build trusted relationships across internal teams and external stakeholders with ease.
In return for your commitment and expertise, you will receive:
- A basic salary of £26,000.00 plus OTE
- A full-time permanent role. Monday -Friday,
- We offer accredited ILM Training in house and external training.
- Ongoing career and development opportunities.
- Access to Digital GP for you and your family.
- Over £1000 worth of savings and discounts at Supermarkets and High Street stores with PHS Perks.
- Company pension.
- 24-hour wellbeing helpline.
- Free Parking
- Holiday buy and sell scheme.
phs Group was founded in 1963 and we are the leading provider for Hygiene Services in the UK, Spain and Ireland with over 120,000 customers across 300,000 locations incorporating numerous businesses during its 62 years of business.
Our businesses include Washrooms, Healthcare, Floorcare, phs Direct, Direct 365, phs Greenleaf, Teacrate, Besafe, Wastekit and Compliance.
At phs, we pride ourselves on our diverse workforce and ensuring we have an inclusive environment for all our staff. We remain committed to ensuring our teams can bring their true selves to work without risk or fear of discrimination.