Job Title: Senior Account Manager
Responsible to: Regional Sales Manager
Location: Air IT Location either; London, Milton Keynes or Abingdon/Hybrid
Job Summary
The Senior Account Manager at our company is responsible for nurturing long-term relationships with our key clients, understanding their IT infrastructure needs, and ensuring the provision of outstanding managed IT services. The role demands a blend of technical acumen, customer service excellence, and strategic thinking to help our clients achieve their IT objectives while fostering growth and retention for our MSP.
Key Responsibilities
Client Relationship Management
- Develop and maintain strong relationships with key decision-makers within client organisations.
- Act as the primary point of contact for clients, addressing their needs and concerns efficiently and effectively.
- Conduct quarterly strategic review meetings with clients to discuss service performance, understand their evolving IT needs, and identify opportunities for service enhancements or upselling.
Service Delivery Oversight
- Collaborate with technical and service delivery team to ensure IT services are aligned with SLA and client expectation is set.
- Coordinate with internal teams to address any issues or areas for improvement.
- Keep abreast of the latest industry trends and technological advancements to propose innovative solutions that can benefit clients.
Account Growth and Retention
- Develop strategic account plans to enhance client satisfaction, retention, and loyalty.
- Identify opportunities for expanding the scope of services provided to existing clients, contributing to revenue growth.
- Negotiate contracts and agreements, ensuring they are mutually beneficial and align with company objectives and capabilities.
- Retention, growth and profitability of your client portfolio
- Take ownership/management of a sales target
Reporting and Administration
- Maintain accurate and up-to-date records of client interactions, transactions, feedback, and complaints.
- Prepare and present regular reports on account status, challenges, and opportunities to senior management.
- Collaborate with finance and operations teams to ensure accurate invoicing and resolve any billing issues.
- Responsibility for maintaining an accurate opportunity pipeline (3 months)
- Responsibility for maintaining up to date account plans and whitespace analysis
- Responsibility for the timely delivery of high-quality client proposals and continual strategy roadmap review, and leading the scoping and estimation of projects working with technical specialists
- Be a contributor to the Account Management processes and policies
Qualifications, Knowledge and Experience
Qualifications
- Degree Level or equivalent
- Certifications, especially those related to sales methodologies, customer relationship management (CRM) software, or specific IT domains (e.g., cloud services, cybersecurity, etc.).
Knowledge
- Industry Knowledge: Understanding the IT industry, including trends, challenges, and competitors.
- Product and Service Expertise: In-depth knowledge of the company’s products or services is essential to advise customers, solve problems, and identify sales opportunities.
- Sales and Marketing: Knowledge of sales principles, techniques, and processes is critical. This includes understanding customer lifecycle management, sales funnels, and effective communication strategies.
- Customer Service: Understanding of the principles of customer service excellence, including how to respond to complaints, foster loyalty, and ensure customer satisfaction.
Experience
- Industry Experience: Experience working in the IT industry or a related field can provide valuable context and understanding of the challenges and opportunities that clients face.
- Account Management Experience: Direct experience in an account management role is often preferred, indicating the individual’s ability to manage client portfolios, meet sales targets, and handle complex customer interactions.
- Track Record of Success: A proven record of achieving sales targets, retaining customers, and expanding account relationships is highly beneficial.
- Technical Proficiency: Depending on the role, technical skills related to the company’s products or services may be necessary. This could range from basic IT literacy to advanced technical expertise.
Skills, Abilities and Competencies
- A passion for technology and how it can empower ambitious organisations to succeed
- Confidence in front of clients including strategy meetings, service review meetings, project meetings
- Problem-solving skills
- Ability to work effectively independently and as a team player
- Ability to work to deadlines and project scopes
- An ability to embrace and manage change in a dynamic and fast-growing organisation
- Excellent writing skills
- Ability to multi-task
- Willingness to learn
- Willingness to work on occasion outside normal working hours
- Ability to prioritise and to manage time effectively
- Excellent attention to detail and highly organised
- Commercial skills including negotiation, development of business case and demonstrate
The Benefits
- Virtual GP (24/7 access for you & family)
- Employee Assistance Programme (EAP)
- Group Life Assurance & Income Protection
Time Off & Life Balance
- Celebration Day
- Annual Leave Purchase Scheme
- Enhanced Family Leave
- Cycle to Work & Technology Vouchers
- Discounts via Perks at Work
- Pension Scheme
Optional Benefits (Opt‑In)
Additional Highlights
- Hybrid working options
- Social events, competitions & incentives
- Discount & Cashback Scheme
- Life Insurance, EAP & Virtual GP
We are committed to fostering an inclusive, equitable, and diverse workplace where everyone feels valued and able to thrive. We welcome applications from people of all backgrounds, communities, and experiences. If you require any adjustments during the recruitment process, please let us know.
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