Technical Account Manager - £55,000 + £10,000 - Hybrid - London - must have recent MSP experience
The Role
Due to continued business growth within our client, we are seeking a Technical AccountManager to join the expanding client services team. Reporting to the Accounts Director, this role involves collaborating with a team of experienced Account Managers to act as the voice of the client within the organisation.
Key Responsibilities
Client Relationship Management: Build and maintain strong relationships with client stakeholders through regular engagement, both in-person and virtually.
Technical Consultation: Understand client requirements and recommend tailored IT solutions in collaboration with pre-sales and technical teams.
Client Advocacy: Serve as the primary client representative internally, ensuring needs and feedback are effectively communicated.
Revenue & Contract Management: Support contract renewals, identify account growth opportunities, and protect recurring revenue streams.
Service Improvement: Relay feedback between clients and internal teams to drive enhancements in service quality and delivery.
Product & Service Updates: Keep clients informed about new products, services, and relevant upgrades to ensure ongoing value.
Marketing & Communication: Collaborate with the marketing team on client engagement campaigns, newsletters, and business updates.
Business Development: Identify and develop new business opportunities within existing client accounts and potential prospects.
Procurement Support: Work with procurement to issue accurate sales orders, proposals, and manage invoice queries efficiently.
Compliance & Cybersecurity Support: Assist clients with cybersecurity and compliance initiatives, such as risk management and regulatory documentation.
Key Objectives and Success Criteria
Client Satisfaction and Retention:
Maintain a client satisfaction score of 90% or higher.
Achieve an annual client renewal rate of 95%.
Revenue Growth:
Deliver a minimum 10% annual revenue increase through cross-selling and upselling initiatives.
Operational Excellence:
Ensure account plans and risk registers are maintained and actionable for all clients.
Contribute to measurable improvements in operational efficiency and client experience.
Technical Knowledge & Implementation:
Recommend and oversee at least five technical upgrades or service enhancements annually.
Ensure seamless onboarding and service transitions with full compliance to client expectations.
Client & Internal Collaboration:
Conduct regular business reviews, presenting insights and strategic recommendations.
Suggest continuous improvements for internal processes and client systems.
Maintain accurate and up-to-date client information in all internal platforms.
Skills and Experience
Previous experience in B2B account management or client relationship management, ideally within a Managed Service Provider (MSP) or IT services environment.
Strong communication, interpersonal, and presentation skills, adaptable to technical and non-technical audiences.
Numerate and commercially aware, with confidence in discussing pricing and financial information.
Proactive, organised, and client-focused, with a track record of delivering exceptional customer experiences.
Familiarity with IT systems, cloud services, and managed support environments.
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