Technical Account Manager
4 days ago
London
Technical Account Manager - £55,000 + £10,000 bonus – Hybrid – London – must have recent MSP experience The Role Due to continued business growth within our client, we are seeking a Technical Account Manager to join the expanding client services team. Reporting to the Accounts Director, this role involves collaborating with a team of experienced Account Managers to act as the voice of the client within the organisation. Key Responsibilities • Client Relationship Management: Build and maintain strong relationships with client stakeholders through regular engagement, both in-person and virtually., • Technical Consultation: Understand client requirements and recommend tailored IT solutions in collaboration with pre-sales and technical teams., • Client Advocacy: Serve as the primary client representative internally, ensuring needs and feedback are effectively communicated., • Revenue & Contract Management: Support contract renewals, identify account growth opportunities, and protect recurring revenue streams., • Service Improvement: Relay feedback between clients and internal teams to drive enhancements in service quality and delivery., • Product & Service Updates: Keep clients informed about new products, services, and relevant upgrades to ensure ongoing value., • Marketing & Communication: Collaborate with the marketing team on client engagement campaigns, newsletters, and business updates., • Business Development: Identify and develop new business opportunities within existing client accounts and potential prospects., • Procurement Support: Work with procurement to issue accurate sales orders, proposals, and manage invoice queries efficiently., • Compliance & Cybersecurity Support: Assist clients with cybersecurity and compliance initiatives, such as risk management and regulatory documentation. Key Objectives and Success Criteria Client Satisfaction and Retention: • Maintain a client satisfaction score of 90% or higher., • Ensure account plans and risk registers are maintained and actionable for all clients., • Recommend and oversee at least five technical upgrades or service enhancements annually., • Conduct regular business reviews, presenting insights and strategic recommendations., • Suggest continuous improvements for internal processes and client systems., • Maintain accurate and up-to-date client information in all internal platforms. Skills and Experience • Previous experience in B2B account management or client relationship management, ideally within a Managed Service Provider (MSP) or IT services environment., • Strong communication, interpersonal, and presentation skills, adaptable to technical and non-technical audiences., • Numerate and commercially aware, with confidence in discussing pricing and financial information., • Proactive, organised, and client-focused, with a track record of delivering exceptional customer experiences., • Familiarity with IT systems, cloud services, and managed support environments.