Technical Account Manager - £55,000 + £10,000 bonus – Hybrid – London – must have recent MSP experience
The Role
Due to continued business growth within our client, we are seeking a Technical Account Manager 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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