The Client Account Manager is in charge of maintaining relationships with our clients.  You will be responsible for building and maintaining long-term relationships with key decision makes to ensure that they maximise their investment in both IT and our services.

You will also answer client queries and identify new business opportunities among existing customers. In this role, you will liaise with cross-functional internal teams (including Service, Sales and Finance departments) to improve the entire customer experience. This position will require travel predominately within Hampshire/South England area.

Note:  This job description is not exhaustive and will be subject to periodic review.  It may be amended to meet the changing needs of the business.  The post-holder will be expected to participate in this process, and we would aim to reach agreement on any changes.

Primary Responsibilities:

• Serve as the lead point of contact for all customer account management matters
• Build and maintain strong, long-lasting client relationships
• Negotiate contracts and close agreements to maximise profits
• Develop trusted advisor relationships with key account point of contact, director and/or business owner
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders
• Develop new business with existing clients and/or identify areas of improvement to meet sales quotas
• Forecast and track key account metrics (e.g. quarterly sales results and annual forecasts)
• Prepare reports on account status
• Collaborate with sales team to identify and grow opportunities within territory
• Arranging customer reviews and next steps with all key clients
• Analyse product gaps with each client and upsell correct products and service
• Assist with challenging client requests or issue escalations as needed

Additional Duties And Responsibilities:

• Client conversion to new service and product stack alignment
• Providing monthly reporting and point of contact for non-account clients
• Reporting to directors / shareholders on progress metrics

Knowledge, Skills, And/Or Abilities Required:

Account Management Experience, Client-Focused Solutions Experience, Project Management Skills, Ability to Communicate Client Needs with Staff, Talent for Influencing Client Management, Ability to Manage Multiple Projects and Relationships Simultaneously, Negotiation Skills, Listening Skills, Communication Skills, Presentation Skills, Time Management Skills, A level minimum

Essential Skills

• Proven work experience as an Account Manager, Key Account Manager, Sales Account Manager, Junior Account Manager or relevant role
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organisation
• Solid experience with CRM software (e.g. Salesforce, Zoho CRM or HubSpot) and MS Office (particularly MS Excel)
• Experience delivering client-focused solutions to customer needs
• Proven ability to juggle multiple account management projects at a time, while maintaining sharp attention to detail
• Excellent listening, negotiation and presentation abilities
• Strong verbal and written communication skills
• Business Administration, Sales or relevant field qualifications
• Full driving license essential

Desirable Skills

• Experience with VoIP telephony, both hosted and on premise
• Cyber security awareness, incl. Cyber Essentials scheme
• Strong understanding and technical background in an MSP

To Succeed In This Role, You Will Need:

• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Excellent organisational skills with the ability to prioritise
• Good analytical/problem solving skills
• The ability to communicate effectively at all levels with good relationship building skills
• Self-motivated and keen to develop, with a willingness and desire to learn
• Self-motivated with the ability to mentor and assist colleagues in technical and customer support issues.
• To possess initiative with an inquisitive nature, unafraid to ask appropriate questions
• Be willing and available to work extra hours if the needs of the company require it
• Ability to work in a fast-moving environment, multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all client’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Service awareness of all client’s key IT services for which support is being provided
• Present an acceptable appearance at all times
• Good numerical and literacy skills and good levels of computer literacy
• Typing skills to ensure quick and accurate entry of service request details