Own and manage a portfolio of existing customers as their primary commercial contact
Build trusted relationships with IT managers, technical stakeholders and business decision makers
Work to a defined sales process, focused on solving customer problems and creating long-term value rather than pushing products
Understand customer environments across desktop support, service desk, private cloud, Microsoft Azure, networking, backup, disaster recovery and managed security
Identify upsell and cross-sell opportunities aligned to genuine customer needs
Work closely with technical teams to scope, document and deliver solutions
Support contract renewals, pricing discussions and service changes
Maintain strong sales administration standards, ensuring CRM data, forecasting and account records are accurate and up to date
Proactively manage account health, customer satisfaction and retention
Attend customer review meetings and contribute to ongoing service improvement

Experience working as an Account Manager within a UK MSP or IT services provider
Strong understanding of managed IT services including desktop support, cloud infrastructure and security services
Confidence discussing a range of IT services and solutions with customers and internal teams
Strong written and verbal communication skills, with the ability to clearly explain technical concepts to both technical and non-technical audiences
A strong customer service ethos, with a genuine focus on doing the right thing for customers
Demonstrable grit, determination and a strong work ethic
Strong organisational and sales administration skills, with high standards for CRM hygiene and use of internal systems and tools
Commercial awareness, with experience managing renewals, pipeline and account growth.

Account Manager – Technical MSP Focus

Key skills