Role Overview
We are looking for an organised, self‑motivated and commercially aware Technical Account Manager to manage and grow a portfolio of managed IT customers. This mid‑senior role blends relationship management, strategic IT guidance and commercial growth. You will work closely with our clients, consisting of business owners, directors and senior managers, acting as their trusted adviser. Your focus will be on aligning technology to business goals, supporting compliance needs, and helping clients improve efficiency, productivity and profitability through modern workplace tools such as Microsoft 365, cybersecurity solutions, workflow automation and AI. You will own the overall health of each account, lead strategic conversations, and act as the point of contact for non‑day‑to‑day matters.
About Us
We’re a well‑established and highly regarded Managed IT Service Provider based in Wollaston, Northamptonshire. With over 20 years of experience, we deliver a comprehensive range of IT services to small and medium‑sized businesses, with a strong emphasis on Microsoft 365, modern workplace cloud technologies, process automation and AI. Our offerings include a busy technical support helpdesk, hardware and software procurement, cloud and connectivity solutions, and full‑scale IT project management. We’re a tight‑knit, friendly team working from a modern, high‑spec office environment, committed to delivering exceptional service while fostering a positive and collaborative workplace culture. We pride ourselves on building long‑term relationships with our clients by offering reliable, forward‑thinking IT solutions tailored to their needs. As technology evolves, so do we by continually investing in our people, tools, and processes to stay ahead of the curve and ensure our clients benefit from the latest innovations in security, productivity, and cloud infrastructure.
Key Responsibilities
Client Relationship Management
- Build strong, trusted relationships with clients and understand their business and technology priorities.
- Lead regular client reviews and maintain regular communication.
- Act as the primary point of contact for escalations, ensuring issues are resolved promptly.
Strategic IT Alignment
- Align customer IT strategies with business goals, compliance needs and operational priorities.
- Understand and assess existing business processes and identify automation/AI opportunities.
- Recommend and present modern workplace and cybersecurity, automation improvements.
- Deliver onsite or virtual collateral showcasing relevant services and solutions.
Commercial Growth
- Identify and develop opportunities to cross‑sell and up‑sell services within existing accounts.
- Qualify new business opportunities arising from current clients.
- Generate quotations or work with senior tech/sales teams to build more complex proposals.
Coordination & Delivery
- Collaborate with technical teams to ensure service excellence and customer satisfaction.
- Respond quickly to service and product information requests.
- Maintain regular contact and scheduling of reviews.
Process, Reporting & Administration
- Follow defined sales procedures and contribute to documentation updates.
- Maintain an up‑to‑date understanding of our service offerings, market trends and competitor landscape.
- Participate in weekly sales meetings and contribute to team targets and objectives.
What Success Looks Like
- Strong, trusted relationships with all allocated accounts
- Consistent delivery of high‑quality reviews
- Improved customer satisfaction and retention
- Growth within your account portfolio through tactical and strategic opportunities
- Clear, confident positioning as the adviser clients call first when they need guidance
Candidate Profile
You will be an experienced account manager ideally from an MSP, SaaS or technology‑services environment. You understand the link between business outcomes and technology, and you communicate confidently with senior stakeholders. You have a strong process mindset. You enjoy analysing how a business currently works, documenting workflows, and spotting opportunities to automate, streamline or simplify. You’re detail‑orientated, organised and thorough in follow‑up and documentation.
You’ll Bring
- Clear, confident communication skills.
- The ability to build trusted relationships with business leaders.
- Commercial awareness, with comfort supporting cross‑sell, up‑sell and proposal activity.
- Strong organisation and time management in a busy environment.
- Curiosity around automation, AI and modern workplace technologies.
- A positive, proactive attitude and a professional, approachable manner.
- The ability to work independently while contributing well within a team.
Key Information
- Working Hours: Monday – Friday 09:00 – 17:30
- Location: Wollaston, Northamptonshire & local customer sites.
- Salary: 35-50k per annum
- Annual Leave: 25 Days Per Annum + Public Holidays
- Full UK driving licence required, with access to a personal vehicle.
Perks
- Annual performance‑based bonus
- Flexible Working subject to approval
- Company smart phone
- Cycle to Work and Home & Tech Salary Sacrifice Scheme
- Relaxed and enjoyable working environment and social events
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