IT Account Manager
SKILLS
FULL DESCRIPTION
Seeking an IT Account Manager to drive customers through digital transformation, build strong relationships, and achieve a high NPS score. The role involves acting as a trusted advisor, creating technology roadmaps, and ensuring excellent customer experience. Responsibilities include conducting QBRs, handling complaints, and staying updated on industry trends. The ideal candidate will have strong interpersonal skills, experience in presenting to C-level employees, and a technical understanding of core products like M365, Azure, and security solutions.
IT Account Manager
Driving customers through their digital transformation, building strong relationships, and achieving a high NPS score. We are looking for a passionate, enthusiastic individual to join us, as we continue our exciting growth journey. The ideal candidate will have a passion for technology and a drive to provide an excellent customer experience.
Permanent, Full-time
Monday to Friday: 37.5 hours per week
Start as soon as possible
Focusing on building strong relationships while driving our customers through the Digital Transformation, you will act as a trusted advisor for our customers and build and present detailed technology roadmaps.
You will act as a go-to person for our customers and assist them in a way that ensures we achieve a high NPS score. Working closely with the technical team and Solutions Specialist, you will help find commercial opportunities within the base, collecting and acting on client feedback and improving the customer experience.
Duties & Responsibilities
- Conduct QBR’s with clients
- Creating detailed technology roadmaps with commercials
- Presenting roadmaps and proposals
- Handling complaints
- Communicating technology and company changes to clients
- Answering client account queries
- Collecting and acting on client feedback
- Staying up to date with industry trends, new products and services, and technological developments.
- Improving customer experience by proactively working on our internal operations
- Working with the technical team and solution specialists to give up-to-date and accurate technical advice to clients.
Qualifications, Knowledge and Experience
- Strong interpersonal skills
- Experience in presenting and negotiating on with C-level employees
- Build strong relationships and report with clients of all sizes and sectors
- Great presentation skills
- Works well to achieve KPI’s and business objectives
- Ability to have highly technical or difficult conversations with clients in a positive and simple way
- Able to understand a client’s business goals and translate this into actionable technology roadmaps, that will make a difference to their business
- Technical understanding of core products – a Solid 1st line, but preferably 2nd line understanding of our core products:
– M365, Antivirus, Windows Server, Azure, Security solutions and concepts (antispam, EDR, MFA, security reviews) - 4 year’s experience working at an MSP or similar
- 4 years of experience in customer success
Benefits
We value our employees and are committed to providing them with a workplace which is both safe and secure.
Likewise we create an environment where every employee is treated fairly, with respect and importantly equal opportunities for all.
Read more about our employee commitment on our careers page, and find some of our benefits here:
- 24 days annual leave entitlement (Increase on years’ service up to 29)
- Additional day off for your Birthday
- Private Health Insurance with discounted perks;
- Bupa Dental Plan
- Eye care contribution
- Pension scheme
- Staff Incentives and recognition
- Buy/Sell back holiday scheme