Lead, manage and develop a team of Account Managers, initially a team of four with planned growth
Act as a coach and mentor, supporting team members with deal strategy, customer conversations and personal development
Set clear expectations around performance, behaviour, sales process and customer engagement
Support recruitment, onboarding and ongoing development of Account Managers
Foster a strong team culture built on accountability, learning and continuous improvement
Retain ownership of a number of larger, more complex customer accounts
Build and maintain senior relationships within key customers
Lead by example in managing renewals, expansions and long term account growth
Support Account Managers with customer escalations, difficult conversations and high risk situations
Ensure the team works to a structured, customer focused sales process
Maintain high standards of sales administration, CRM hygiene, forecasting and pipeline management
Provide accurate forecasting and reporting to senior leadership
Support pricing, commercial negotiations and contract discussions where required
Work closely with service delivery and technical teams to ensure solutions are scoped and delivered effectively
Act as a bridge between sales and delivery to resolve issues and improve ways of working
Contribute to the ongoing development of sales processes, tools and best practice

Proven experience in account management or sales within a UK MSP or IT services environment
Demonstrable leadership capability, either in a formal management role or as a senior individual contributor ready to step up
Strong understanding of managed IT services including service desk, Microsoft Azure, cloud infrastructure and security
Experience managing or supporting larger and more complex customer accounts
Strong written and verbal communication skills with the ability to communicate effectively at all levels
A strong customer service ethos and commitment to doing the right thing for customers
High levels of grit, determination and personal accountability
Strong organisational and commercial skills with a disciplined approach to CRM, forecasting and sales administration
Previous experience managing or mentoring sales or account management teams (preferred)
Background in a technical or service delivery role earlier in your career (preferred)
Familiarity with ITIL based service delivery environments (preferred)
Experience working with Microsoft Azure and Microsoft 365 services (preferred)

Sales Manager – MSP

Key skills