National Account Manager – Major & National Accounts

Reporting to: Commercial Director

Location: Hybrid – London / Home Based

Position type: Full time

Direct reports: None initially, although this may evolve as the business and portfolio grow

Role Overview

Nova is the B2B conveyancing proposition within Muve, working in partnership with estate agencies and other property businesses to deliver a faster, more transparent and consistently high-quality conveyancing experience.

As we grow our relationships with some of the UK’s largest estate agency groups and referral partners, we are looking for a National Account Manager to take responsibility for the development and growth of a defined portfolio of our Major and National Accounts.

This is an account development role rather than a traditional relationship management position.

The National Account Manager will be responsible for turning strategic client relationships into sustainable instruction growth by increasing adoption, strengthening relationships across client organisations and ensuring that Nova delivers the service, processes and support required to grow successfully.

You will work closely with the Commercial Director and Sales Directors, who will retain responsibility for senior-level commercial negotiations and strategic client discussions, while you take ownership of translating the agreed strategy into activity, adoption and measurable growth across the account.

Just as importantly, you will act as the internal voice of your clients – working across operations, service, technology, marketing and other teams to ensure Nova is structured to support the opportunity as it develops.

Key Accountabilities

Account Growth & Development

• Own a portfolio of Major and National Accounts, with clear responsibility for instruction growth, adoption and account development.
• Build and maintain structured account plans identifying current performance, growth potential, stakeholders, opportunities, risks and agreed actions.
• Understand how each client operates at group, regional, branch and individual stakeholder level and identify where additional instruction opportunities exist.
• Increase Nova’s penetration within existing accounts by improving adoption across branches, offices, teams and individual users.
• Identify underperforming areas within accounts and develop specific plans to improve engagement and instruction levels.
• Establish measurable account growth targets and track progress against them.
• Use account, instruction and service data to identify trends, opportunities and barriers to growth.

Client Relationships

• Develop strong, credible relationships with key stakeholders throughout each client organisation.
• Establish an effective meeting and communication cadence appropriate to each account.
• Conduct regular account and performance reviews using meaningful data and agreed actions rather than relationship management alone.
• Understand the client’s commercial priorities, operational challenges and customer experience objectives.
• Act as a trusted point of contact for the client’s day-to-day relationship with Nova.
• Identify issues early and coordinate appropriate action internally before they become barriers to growth.
• Ensure client feedback is captured, understood and translated into appropriate actions within Nova.

Adoption & Instruction Growth

• Take ownership of increasing adoption of Nova across existing client organisations.
• Work with branch, regional and operational stakeholders to understand why Nova is – or is not – being instructed.
• Develop targeted initiatives to improve engagement and instruction conversion.
• Coordinate training, communication, performance reviews and other activity required to embed Nova within client organisations.
• Identify successful behaviours and approaches within high-performing areas of an account and replicate them elsewhere.
• Measure the effectiveness of account initiatives and adjust the approach where required.

Internal Growth Enablement

• A fundamental part of the role is ensuring that Nova is capable of supporting the growth being created.
• Represent the requirements of Major and National Accounts internally.
• Work cross-functionally with Operations, Legal, Technology, Marketing, Finance and other teams to ensure client requirements are understood and delivered.
• Identify operational, service or process barriers that could restrict account growth.
• Help design scalable processes and support structures for larger and increasingly complex accounts.
• Coordinate internal activity required for new client initiatives, roll-outs or significant increases in instruction volumes.
• Ensure growth is sustainable and does not compromise client or customer experience.
• Escalate capacity, service or delivery risks early and work with the relevant teams to resolve them.

Commercial & Strategic Support

• Work closely with the Commercial Director and Sales Directors on the wider strategy for Major and National Accounts.
• Provide account insight and data to support senior client discussions, negotiations and strategic reviews.
• Identify additional commercial opportunities within existing accounts.
• Support proposals, presentations, pilots and account expansion initiatives.
• Contribute to decisions around account prioritisation and allocation of internal resource.
• Develop a detailed understanding of the estate agency, conveyancing and referral markets and the commercial dynamics affecting Nova’s partners.

Forecasting, Data & CRM

• Maintain accurate and current account information, opportunities, activities and next steps within HubSpot.
• Produce credible forecasts for instruction growth across the portfolio.
• Track account performance against agreed KPIs and growth plans.
• Use data to identify changes in adoption, instruction volumes, conversion and service performance.
• Provide clear reporting on account performance, opportunities, risks and required actions.
• Maintain high standards of CRM discipline so that account knowledge is visible and usable across the business.

Experience

We are less interested in a particular job title or industry background than evidence that you have successfully developed complex commercial accounts.

You are likely to have:

• Significant experience in account management, account development, customer success or consultative B2B sales.
• A demonstrable track record of growing existing accounts rather than simply maintaining relationships.
• Experience managing large, multi-site or complex client organisations.
• Experience working with senior client stakeholders while also influencing the people responsible for day-to-day adoption.
• Strong commercial awareness and confidence working with targets, KPIs and performance data.
• Experience developing structured account plans and translating them into measurable activity.
• Strong analytical skills and the ability to turn data into practical commercial actions.
• Experience coordinating multiple internal teams to deliver client outcomes.
• Strong presentation, communication and stakeholder-management skills.
• Experience using CRM systems to manage activity, opportunities and forecasting.
• Experience within estate agency, conveyancing, property, legal services, SaaS or another B2B service environment would be advantageous, but is not essential. We will invest in developing the right person’s knowledge of conveyancing and the residential property market.

The Person

You will be commercially minded, structured and comfortable taking ownership.

You should be someone who:

• Naturally looks for opportunities to grow an account rather than simply service it.
• Builds credibility with people at every level of a client organisation.
• Is comfortable challenging both clients and colleagues when something is preventing progress.
• Uses evidence and data to make decisions.
• Can move easily between strategic account planning and practical execution.
• Takes ownership of problems and drives them through to resolution.
• Understands that excellent service is fundamental to sustainable commercial growth.
• Can coordinate people and activity without necessarily having direct authority over them.
• Communicates clearly and confidently.
• Is organised, resilient and comfortable managing competing priorities.
• Sets high standards for themselves and those around them.
• Enjoys working in a fast-moving business where processes and structures continue to evolve.

What we offer

• Competitive salary
• 24 days annual leave plus bank holidays (increasing up to 28 days with length of service)
• Private Medical Insurance
• Dental & Optical Cashback Plan
• Employee Assistance Programme
• “Refer a Friend” rewards
• Discounted Legal Fees

Equal Opportunity Employer

We are proud to be an equal opportunity employer. We are committed to building an inclusive and diverse workplace where everyone feels valued and respected. We welcome applications from all qualified candidates regardless of age, disability, gender identity, marital status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.