About the role
Technical Account Manager
Location: London (Hybrid)
Salary: £55,000 – £65,000 per annum (Depending on experience) + Bonus
We are seeking a relationship‑focused expert to bridge the gap between our clients and our technical delivery teams. Picture customer success – retention and developing strong relationships. Maybe you are a 2nd/3rd Line Engineer who is tired of the ticket queue but loves tech strategy and enjoys acting as a trusted adviser. We are looking for someone with a strong technical foundation who prefers building long‑term relationships over fixing service desk tickets.
Ideal Candidates
Either:
- The MSP Veteran: You understand the pace and multi‑client environment.
- The Internal IT Professional: You’ve managed IT for a small‑to‑medium business and are ready to move away from hands‑on fixing into a broader, more strategic client‑facing role.
Note: This role is perfect for someone from an agile, SME background and is not suited for those coming from a rigid, highly siloed “corporate” environment.
Key Responsibilities
- Own the Relationship: Act as the primary technical point of contact for operational and senior stakeholders across 8–12 clients.
- Drive Strategy: Lead monthly and quarterly service reviews (QBRs) and produce technology roadmaps focusing on M365, security, and connectivity.
- Manage Risk: Proactively identify infrastructure risks (backups, ageing hardware) and coordinate with internal teams to resolve them.
- Master Communication: Serve as the calm, professional escalation point for major incidents, keeping clients reassured.
What You Bring
- Technical Literacy: A broad understanding of Microsoft 365, endpoints, and security tools. You don’t need to be an architect, but you must be able to advise clients credibly.
- Resourcefulness: You thrive in agile environments and can manage roadmaps and risk registers without micromanagement.
- Strategic Mindset: You can translate technical concepts into business benefits for non‑technical stakeholders.
This is not a sales role and it is not a Service Desk role. It is a strategic service delivery role for a professional who cares about client retention and technical excellence.
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