Account Manager

The organisation is a leading Managed Service Provider (MSP), recognised among Europe's top providers for its comprehensive IT services, global client support, and high industry accreditations. It specialises in IT infrastructure, cybersecurity, support, and consultancy, delivering enterprise-level solutions to mid-market and growing businesses.

Position: Account Manager (Junior)
Reporting to: Managing Director/Partner Success Director

About the Company

The company fosters a culture of learning and development, offering extensive training to support professional growth and confidence. With a focus on both organic growth and strategic acquisitions, it continues to expand its reach and influence within the IT services sector.

The Role

Due to continued growth and development, the company is seeking a Junior Account Manager to join its expanding team. Reporting to the Accounts Director, this individual will work alongside a team of experienced Account Managers, serving as the voice of the client within the organisation. The role involves championing client needs, cultivating strong relationships, and positioning the company as a trusted, long-term advisor in achieving client business goals.

This position combines client relationship management, technical consultation, and strategic planning to ensure client satisfaction, retention, and revenue growth. Using a strong technical understanding of the organisation's products and services, the Account Manager will help align solutions with each client's specific requirements.

Key Responsibilities

• Client Relationship Management: Build and maintain strong relationships with key stakeholders through regular engagement, both in person and virtually.

• Technical Consultation: Understand client requirements and recommend tailored solutions with support from the pre-sales team.

• Client Advocacy: Act as the primary advocate for client needs within the organisation, ensuring these are prioritised effectively.

• Revenue and Contract Management: Drive contract renewals, identify growth opportunities, and safeguard recurring revenue through strategic account management.

• Service Improvement: Facilitate feedback between clients and internal teams, contributing to process improvements that enhance service delivery.

• Product and Service Updates: Communicate new product and service offerings to clients, providing relevant recommendations to support retention and growth.

• Marketing and Communication: Collaborate with the Marketing team on client communications and campaigns, such as newsletters and business updates.

• Business Development: Identify new business opportunities and consult with prospective clients to explore potential collaborations.

• Procurement Support: Work with the Procurement team to issue accurate sales orders, contracts, and proposals, and to manage invoice queries.

• Compliance Support: Guide clients through compliance processes such as cybersecurity accreditation and risk management documentation.

• Regulatory Assistance: Support GDPR compliance through contract and documentation updates.

Key Objectives and Success Criteria

• Client Satisfaction and Retention:

  • Maintain a client satisfaction rating of 90% or higher through proactive engagement and issue resolution.

  • Support an annual contract renewal rate of 95%.

• Revenue Growth:

  • Identify and close cross-sell opportunities, achieving a 10% annual revenue growth target.

• Operational Excellence:

  • Ensure all client accounts have updated and actionable account plans.

  • Collaborate internally to improve process efficiency and client experience.

  • Maintain current and actionable risk registers for all clients.

• Technical Knowledge and Implementation:

  • Recommend relevant technology solutions leading to at least five successful client upgrades or enhancements annually.

  • Ensure 100% compliance with client expectations during onboarding and transitions.

• Client and Internal Collaboration:

  • Conduct ongoing business reviews with clients, providing insights and recommendations.

  • Suggest improvements for internal systems with measurable operational benefits.

  • Keep all internal systems updated with client information and meeting notes.

Skills and Experience

• Experience in a B2B account management or client services role.

• Background in a Managed Service Provider (MSP) environment is highly desirable.

• Excellent communication and presentation skills, adaptable to various audiences.

• Strong numeracy and confidence in discussing pricing and financial data.

• Proactive, energetic, and client-focused, with a track record of delivering exceptional service.

• Familiarity with IT systems and managed services.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates