Strategic Account Manager

Job summary

The purpose of this role is to manage the relationship, development, opportunities and strategic objectives for key customers within a vertical sector. Owning a vertical sector portfolio of customers and supporting delivery of sector strategy through internal and external collaborations. Aligned to HM Land Registry’s Customer Management Plan, you will engage at all levels with the sector customers in your portfolios to achieve KPI delivery for improvement around, adoption of digital services; developing the overall quality of customers applications; advising HM Land Registry’s latest policies. Also, acting as the voice of the sector brining back insight and customer concerns into the organisation.

Job description

This is an exciting time to join HMLR as a Strategic Account Manager! The main duties of the role are as follows:

• Delivery of Strategy – Working with key customers and stakeholders across the organisation to agree, develop and deliver your vertical sector and HMLR strategic plan. Communicate and share information on HM Land Registry strategic developments and activities with customers, gathering customer insight on these developments and representing their needs back into HM Land Registry to inform decision making and planning ensuring a joined-up approach for actions and ownership.
• Engaging – Building relationships at all levels within your sector customers, having regular rhythms of engagement both face to face and virtual meetings. Identifying stakeholders who could support HM Land Registry service or product design for this sector. Deliver improvements identified for sector customers relating to quality of inbound applications through take-up of digital services or commercial sales.
• Monitoring – Presenting to customers monthly, statistical performance data being clear on the interpretation of data and how it can reflect progression for improved performance through key actions. Creating effective customer account management plans and taking proactive steps with customers to address any issues arising. Managing progression of opportunities and customer activities through CRM
• Collaborating – Being the expert or working towards expert in filed you will support the national account management team and other stakeholders were required. Having a top-level understanding or HM Land Registry digital products to maximum product use across your customer portfolio, collaborating with product owners for technical direction. Use customer insight to support initiatives that will improve the overall customer experience and always ensure a consistent approach.
• Prioritising –Effective time management being able to work on your own initiative and in a team environment. Prioritising concurrent tasks and projects will be key in ensuring the successful delivery of this role. Pro-actively work with customers to help resolve any problems they have doing business with HM Land Registry and facilitate effective actions to help align customer needs and HM Land Registry strategy
• Subject Matter Expert – Ownership of sector relationship management working towards being the “go too” expert in filed. Through in-depth customer knowledge you will identify trending in mutual areas of development driving new services to improve the customer experience and maximise HM Land Registry operational effectiveness

Person specification

We are looking for the successful candidate to have the following experience:

• Use of customer relationship management (CRM) systems to record customer activities
• Working with or managing customers in a specific sector
• Business Awareness –comprehensive knowledge and understanding of business requirements to effectively identify mutual benefits which enhances the working relationship.
• Customer Focus – experience of identifying potential opportunities and strategic account management to deliver effective results.
• Planning & Organising – experience of developing robust Customer Account Plans and sector strategies, including objectives, action plan & internal & external stakeholder management.
• Professionalism – Communicating at all levels, building professional relationships with customers, acting with integrity and being a role model of HM Land Registry values and behaviours.
• Problem Solving - Experience of solving complex customer problems
• Good standard of numeracy in order to interpret data and make recommendations based on analysis.
• System experience - use of Microsoft Office, particularly excel and power point. Use of CRM.

Due to the nature of the role regular travel to other HM Land Registry offices will be required, including some overnight stays.

For more information about the role and the full Person Specification, please see the attached Job Description.

Behaviours

We'll assess you against these behaviours during the selection process:

• Delivering at Pace
• Communicating and Influencing
• Seeing the Big Picture
• Working Together
• Leadership

Benefits

Alongside your salary of £45,514, HM Land Registry contributes £13,185 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

#WeAreHMLR

At HM Land Registry our vision is a world leading property market as part of a thriving economy and a sustainable future. We are unique in terms of the economic and social impacts of our work, our ability to make a positive difference to the lives of our customers, our sense of mission, and our great people. They are the foundation of all we have achieved and all we aspire to in the future. We want our people to feel proud to work for HM Land Registry and able to fulfil their full potential.

We have a strong and positive culture, a commitment to inclusivity, an emphasis on continuous learning and development, and flexible ways of working. We offer competitive pay and annual leave, attractive pension options and a wide range of other benefits.

• We have integrity – we value honesty, trust and doing the right thing in the right way.
• We drive innovation – we are forward-thinking, embrace change and are continually improving our processes.
• We are professional – we value and grow our knowledge and professional expertise.
• We give assurance – we guarantee our services and provide confidence to the property market.

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

This vacancy is using Success Profiles (open