Job Description

Job Summary:

As an Account Manager within our Managed Service Provider, you will be a critical component in ensuring the success of our clients by managing technical relationships and providing high-level support within our Managed Service Provider framework. You will work closely with clients to ensure they are maximizing the value of our services, acting as the bridge between our technical teams and clients to help them achieve their business goals. This role requires strong technical acumen, exceptional client communication skills, and the ability to drive continuous improvement.

This is a semi technical role, so an understanding of Microsoft 365 and It Infrastructure is beneficial.

Key Responsibilities

Key Responsibilities

Client Relationship Management

Act as the primary technical contact for a defined portfolio of strategic accounts. Develop and maintain strong client relationships to ensure trust, satisfaction, and retention. Conduct regular service reviews, business alignment sessions, and roadmap planning with clients. Serve as the voice of the client internally to drive continuous service improvements.
Service Delivery & Technical Oversight

Ensure delivery of contracted services in accordance with agreed SLAs, KPIs, and compliance standards. Oversee implementation, escalation management, and change control processes. Coordinate with internal engineering, project, and support teams to align solutions with client needs. Advise on technology strategy, IT roadmap development, and solution lifecycle management.
Account Development & Commercial Awareness

Identify upselling and cross-selling opportunities in collaboration with the Sales team. Support proposal development and presentation of new services, upgrades, and renewals. Contribute to budget planning, forecasting, and cost management on client accounts.

Key Requirements & Skills:

Technical Proficiency

Strong understanding of IT infrastructure, networking, cybersecurity, Microsoft 365, Azure, backup and disaster recovery, and other core MSP technologies. Proven experience managing technical accounts in a service delivery or pre-sales capacity within an MSP environment. ITIL framework knowledge Familiarity with PSA/RMM tools (Halo PSA)
Commercial Acumen

Ability to interpret client business needs and align technical solutions accordingly. Comfortable with budgeting, quoting, and commercial negotiations.
Soft Skills

Exceptional communication, interpersonal, and stakeholder management skills. Strong organisational skills with the ability to manage multiple priorities simultaneously. Analytical mindset with a problem-solving approach.
Job Type: Full-time

Pay: 30,000.00-40,000.00 per year

Additional pay:

Performance bonus
Benefits:

Company events Company pension Free parking On-site parking
Schedule:

Monday to Friday
Education:

GCSE or equivalent (preferred)
Experience:

Account management: 2 years (required) Managed Service Provider: 2 years (required)
Licence/Certification:

Driving Licence (preferred)
Work authorisation:

United Kingdom (preferred)
Work Location: Hybrid remote in Saffron Walden