Job Description

Sweethaven deliver secure and sustainable managed IT solutions for businesses and the education sector across the South East of England. Sweethaven is part of the inTEC GROUP.

We are looking for a Desk Based Account Manager (DBAM) who will play a pivotal role in driving growth, cultivating relationships, and delivering exceptional service to a portfolio of business clients--all primarily through remote channels. This is a hybrid role, with the option to work from home up to 3 days per week.

The DBAM is responsible for proactive account management, up-selling and cross-selling products and services, resolving client issues, and ensuring overall customer satisfaction. This role is pivotal as we combine the required pro-active personal touch of account management, with the efficiency and scalability of desk-based operations.

Day-To-Day Responsibilities

Account Management. Serve as the primary point of contact for assigned business accounts, developing strong, long-term relationships with decision-makers and stakeholders. Maintain a deep understanding of each client's business, industry, and needs to provide relevant solutions and support. Conduct regular reviews and check-ins via phone, email, and video conferencing to monitor satisfaction and identify new opportunities. Document all account interactions, activities, and updates in CRM systems to ensure accurate records and pipeline visibility.

Sales and Revenue Growth

Identify and pursue cross-sell and up-sell opportunities within existing accounts to drive revenue growth. Collaborate with sales, marketing, and product teams to tailor offerings and proposals to client requirements. Achieve and exceed monthly, quarterly, and annual sales targets set by the business. Develop and deliver presentations, proposals, and quotations tailored to client objectives.

Customer Service and Issue Resolution

Act as a trusted advisor, addressing account queries, concerns, and service requests promptly and professionally. Coordinate with internal teams (technical support, billing, logistics, etc.) to resolve issues and ensure swift resolutions. Monitor service delivery and compliance with Service Level Agreements (SLAs). Follow up with clients post-resolution to ensure satisfaction and prevent recurring issues.

Account Planning and Strategy

Develop account plans for key clients, mapping decision-makers, evaluating risks, and forecasting growth potential. Track and analyse account performance, leveraging data to inform strategies and prioritise actions. Stay informed about industry trends, competitor activity, and market developments to proactively address client needs.

Collaboration and Communication

Work closely with field sales and business development teams to ensure seamless handover and support of new accounts. Share feedback and insights from accounts with product and marketing teams to inform improvements and innovation. Participate in regular team meetings, training, and development activities to stay up to date with best practices and new offerings.

Reporting and Administration

Maintain accurate records of account interactions, pipeline activities, and progress toward targets. Prepare and deliver regular reports on account status, opportunities, risks, and client feedback to management. Ensure compliance with relevant company policies, regulatory guidelines, and data protection standards.

Essential Skills and Competencies

Excellent verbal and written communication skills. Strong negotiation and influencing abilities with a focus on building win-win outcomes. Proficiency in CRM systems, Microsoft Office Suite, and virtual communication platforms (e.g. MS Teams). Exceptional organisational and time management skills, with the ability to handle competing priorities and deadlines. Proactive approach to problem-solving and continuous improvement. Team player who can collaborate across departments and contribute to shared goals. High level of professionalism, integrity, and customer service orientation.

Experience & Qualifications

Previous experience in account management, inside sales, customer service, or a similar desk-based commercial role would be an advantage, although this is not essential. A passion and interest in IT and sales is most important.

Salary and benefits

30,000 per annum plus OTE 15K.

Benefits include:

Option to work from home up to 3 days per week Company sick pay increasing with level of service Access to health cash plan Annual leave buy back scheme Day off for your birthday Company events Breakfast provided in the office

About us

Sweethaven is part of inTEC Group. Our group, spanning the UK and Ireland, consists of over 200 technology and communications experts committed to helping organisations work smarter through technology.

We operate across multiple sites, specialising in IT Support, Cloud, Cyber Security, Professional Services, Communications, and Infrastructure, providing a comprehensive and independent technology consultancy service.

We aim to assist organisations in understanding and extracting genuine value from their technology systems and investments. By collaborating with renowned brands across various sectors, as well as numerous independent and state schools, we integrate design, processes, and technology to achieve organisational goals and deliver outstanding client experiences.

Our clients enjoy technology services that blend the expertise and scale of a large organisation with the personal touch and sentiment of a family-run business

Discover more about the inTEC GROUP at weareintec.co.uk

Our Values

Here at inTEC, we pride ourselves on our strong brand values which are reflected in the work our brilliant team does every day:

We are curious. We are determined. We are open.

Our Community

Corporate Social Responsibility is very important to our business and our team. We consider it from three distinct perspectives:?

Community - helping people understand the role we play within the community and contributing our expertise to enhance the work of charities, sports clubs and volunteer groups; People - finding and developing great people throughout their inTEC journey; Environmental Management - managing our impact on the environment in a responsible and ethical manner.
Over the years, we've helped many charities, schools, universities, grassroots sports clubs and local organisations with free technology support, advice and training, corporate sponsorship and fundraising events.

Our Culture

Across all of our UK and Irish sites, we have a team of Culture Champions who are here to make inTEC a great place to work. The friendly team help to organise events including everything from Summer barbecues and Christmas parties to online quizzes and coffee 'n' cake mornings! We plan a 12-month calendar of fun events of which we hope you will really enjoy taking part.

Here at inTEC, we know that a fully engaged team is a happier, stronger and more efficient team!

Recruitment Process

We want the best people to join our team.

It's important that you are yourself when we interview you, so we can see the best of you. We know interviews can be nerve-wracking and we will always put candidates at ease.

Our interviews are a two-stage process. We always invite you to meet the team which you will be joining and have a look around our offices.

We also want YOU to ask US questions, so please come prepared with relevant questions.

Good luck!

Next Steps

Please email your CV and covering letter or any queries you may have to our Recruitment Team at: recruitment@intecbusiness.co.uk

Discover more about inTEC at weareintec.co.uk.

Job Type: Full-time

Pay: 30,000.00 per year

Benefits:

Additional leave Company events Health & wellbeing programme Work from home
Work Location: Hybrid remote in Reigate RH2 7LL