Hybrid Accounts Team Leader chez Baltic Apprenticeships

Job Title: Accounts Team Leader

Department: Account Management

Location: Head Office

What’s the job?

Being a part of one of the UK’s leading apprenticeship training providers, you’ll play a pivotal role in promoting our apprenticeship training programmes and educating organisations on the endless benefits of growing their business through apprentices, as well as upskilling their existing workforce through our training opportunities.

As an Account Management Team Leader, you will play a crucial role in balancing your own individual target with mentoring and coaching responsibilities. You will support Account Managers in client retention, growth strategies, and account development to ensure the team consistently meets and exceeds revenue and customer satisfaction targets. This role acts as the first level of leadership, bridging the gap between Account Managers and senior sales leadership, ensuring a high-quality client experience and continuous account growth.

LEADERSHIP OBJECTIVES:

Client Retention and Growth

• Own a personal revenue target while assisting the team in achieving their individual and collective goals.
• Support Account Managers in developing account plans, increasing retention rates, and identifying expansion opportunities.
• Identify upsell and cross-sell opportunities within existing accounts.

Coaching and Development

• Conduct account review desk time, coaching sessions, and call observations.
• Provide feedback and support Account Managers in handling client challenges and negotiations.
• Act as the first escalation point for Account Managers before issues reach senior leadership.

Performance and Reporting

• Track team KPIs such as retention rates, account growth, and client satisfaction scores.
• Provide performance insights and recommendations to the Account Management.
• Ensure Account Managers maintain accurate CRM data, renewal forecasts, and account health tracking.

Collaboration and Process Improvement

• Work closely with Sales, Marketing, and Delivery teams to ensure seamless client experiences.
• Assist in refining client engagement strategies, renewal processes, and account planning frameworks.

SALES OBJECTIVES:

• Achieve monthly, quarterly, and annual targets for meetings attended, contributing to the overall apprenticeship induction targets for the wider business
• Represent our company and the value of apprenticeships using comprehensive knowledge as well as consumer research to explain how our programmes help businesses meet their growth, professional development and recruitment objectives

EXPECTATIONS:

As a Team Leader, your role is not just about hitting targets - it’s about setting the standard for the team. You are expected to:

• Lead by Example: Consistently demonstrate a strong work ethic, resilience, and a positive approach to challenges. Account Managers will mirror your behaviour.
• Be Approachable and Supportive: Create a culture where team members feel comfortable coming to you for guidance, support, and feedback.
• Take Ownership: Be proactive in solving problems and improving team performance without waiting for management intervention.
• Stay Calm Under Pressure: Maintain composure in fast-paced environments, especially when targets are challenging to hit.
• Be Solutions-Oriented: Focus on finding ways to improve team performance, processes, and results, rather than dwelling on setbacks.
• Uphold Professionalism: Ensure high standards in communication, time management, and collaboration with internal teams.
• Drive a Positive Culture: Motivate the team with energy, enthusiasm, and recognition of achievements, ensuring a strong, driven atmosphere.

KEY METRICS:

✅ Personal revenue target achievement

✅ Team target achievement and performance uplift.

✅ Increased efficiency in account management processes.