Job Description

About Charles Square

Charles Square (CSq) are a Technology Services Partner servicing the financial sector and regulated businesses globally up to 400 users.



CSq offer Enterprise Support, Security, Strategy and Supply solutions that set a high bar on reliability, security, and customer experience.



CSq are ISO27001 certified and a Microsoft Cloud and Solutions Partner. Our goal is to help companies transform and innovate using technology.



Working for CSq will give you first-hand access to world class technologies, exciting new applications, bespoke software products, fantastic clients, and a talented team.

Role Outline

We are seeking a Technical Account Manager (TAM) to oversee and support our customers' technical needs, acting as a key liaison between the client and our service teams. This role is pivotal in ensuring service excellence, customer satisfaction, and the successful delivery of IT solutions.

As a TAM, you will manage a defined portfolio of accounts, proactively ensuring that service delivery aligns with contractual commitments and client expectations. You'll act as a trusted advisor, helping clients navigate their IT challenges and drive technology adoption that supports their business objectives.

Key Responsibilities

Client Relationship Management

Build and maintain strong relationships with key client stakeholders. Serve as the client's primary point of contact for IT-related needs and escalations. Conduct regular service reviews, performance reporting, and account health checks.

Service Delivery Oversight

Ensure contracted services are delivered efficiently, to scope, and within agreed SLAs. Coordinate and manage small-scale projects, working closely with technical teams. Manage and prioritise client expectations to align with service capacity and capability.

Strategic Account Development

Understand client goals, challenges, and industries to identify relevant technical solutions. Promote managed services and value-added offerings in line with client needs. Create and present proposals and roadmaps to improve client infrastructure and productivity.

Internal Coordination

Act as the internal advocate for the client, ensuring cross-functional collaboration. Delegate tasks effectively and monitor internal workflows and project milestones. Provide insights to improve processes and service quality.

Governance & Best Practice

Prepare and lead structured meetings (agenda, analysis, reporting, follow-up). Maintain familiarity with ITIL and ISO27001 principles and ensure compliance. Stay up to date with relevant technologies, market trends, and industry stan

Required Skills

Minimum 3 years' experience in Account Management within an MSP or IT Solutions Provider.

Proven experience managing client relationships and technical service delivery. Strong working knowledge of core MSP technologies and services. Excellent verbal and written communication skills, with the ability to simplify technical topics for non-technical audiences. Confident in conducting strategic discussions and challenging conversations with senior stakeholders. Skilled in managing multiple priorities and working to tight deadlines. Experience with creating sales proposals, forecasts, and service reviews.
Familiarity with ITIL frameworks and ISO-compliant service environments.

Company Benefits

25 days annual leave Health Sheild (Cash Plan) Cinema Tickets Gym Membership Social Events Training Cycle 2 work scheme Pension Electric car scheme Access to cost-price hardware & software

Application

Please submit a CV and cover letter to careers@charlessq.co.uk. CV should be a maximum of three pages.