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Senior Account Manager – Leading Microsoft MSP (Hertfordshire) Salary: Up to £70,000 basic + Commission + Annual EBITDA(R) Bonus Location: Hertfordshire (3-4 days per week in the office) Overview A leading Microsoft-focused Managed Service Provider based in Hertfordshire is seeking a Senior Account Manager to take ownership of an established customer portfolio. This is not a new business role — it is a strategic, relationship‑centric position focused on customer success, retention, and growth within an existing account base. The Senior AM will also act as a mentor to two junior Account Managers, providing guidance, support, and technical oversight to ensure outstanding service delivery across the team. Key Responsibilities Account Ownership & Customer Success • Manage and develop long-standing customer relationships within an established portfolio., • Conduct technical reviews, QBRs and service improvement sessions, identifying opportunities to enhance customer outcomes., • Drive customer satisfaction, renewal rates and overall account health. Retention & Upsell • Focus on protecting recurring revenue through exceptional service and engagement., • Identify upsell and cross-sell opportunities across Microsoft cloud, managed services, cyber solutions, professional services, and support offerings., • Develop account strategies that maximise value for both customer and MSP. Technical & Commercial Insight • Carry out detailed technical/commercial reviews to ensure solutions remain aligned with business needs and MSP best practice., • Work closely with technical teams to translate customer requirements into clear deliverables., • Maintain a strong understanding of modern Microsoft technologies, cloud services, and MSP service models. Leadership & Mentoring • Mentor and support two junior Account Managers, ensuring consistent standards across customer engagement., • Provide guidance on account planning, customer conversations, and commercial best practice., • Act as a senior point of escalation for complex customer scenarios. Experience Required • Proven success in an Account Manager / Senior Account Manager role within an MSP, IT services provider, or similar technical environment., • Strong understanding of Microsoft cloud solutions (M365, Azure, Modern Workplace, Security)., • Experience delivering customer success, retention, and growth in an existing account base., • Comfortable conducting technical reviews and translating technical concepts to commercial outcomes., • Experience mentoring or supporting junior team members (formal line management not essential)., • Excellent relationship management and communication skills. What’s on Offer • Up to £70k basic salary DOE, • Private health care, • 26 days annual leave + bank holidays, • Commission structure based on upsell/expansion within existing accounts, • Annual EBITDA(R) performance bonus, • Opportunity to take ownership of a warm, established customer portfolio, • Key senior role within a highly respected Microsoft MSP, • Collaborative, supportive culture with strong progression potential

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