Xtravirt is a modern cloud consulting and managed services business. We believe in empowering enterprises to innovate and thrive in an ever-changing digital world. Our professional services capabilities are recognised as being best-in-class by some of the world’s leading technology vendors and have earned global acclaim. We are trusted by technology vendors, channel partners and enterprise customers to solve complex business challenges and unlock the full potential of organisations through cloud, data centre and workspace technologies.
Reporting to the Sales Director, the Account Manager plays a key role in managing the day-to-day relationships and operational success of Xtravirt’s customer accounts. This role focuses on ensuring high-quality management, maintaining customer satisfaction and success, and supporting account growth through effective coordination and communication.
Collaborating closely with Strategy and Advisory, the Account Manager serves as the primary point of contact for assigned customers, ensuring their needs are met and expectations exceeded. By understanding customer environments and aligning services accordingly, the Account Manager helps maintain strong, long-term relationships and contributes to the overall success of the account.
This role requires strong organisational skills, attention to detail, and the ability to collaborate across internal teams to ensure smooth execution of services and timely resolution of issues.
- Customer satisfaction: Delivering high-quality experiences through responsive communication and reliable relationship management
- Account retention: Maintaining strong client relationships and ensuring continued engagement through consistent value reinforcement, support and diligent account management
- Revenue growth: Identifying upsell or cross-sell opportunities to increase wallet share and drive account growth
- Operational awareness & client expectation management: To maintain close visibility of delivery progress and quality, staying connected with internal teams. Proactively managing customer expectations by anticipating issues, providing timely updates, and ensuring alignment between delivery outcomes and customer needs
- Know your customer insight: Maintaining up-to-date knowledge of business objectives and needs to support proactive account development
- Issue resolution: Managing and resolving customer issues efficiently to maintain trust and satisfaction
- Internal reporting: Providing regular updates on account activity, client feedback, and service performance
Key Responsibilities and Core Objectives:
- Achieve personal sales targets assigned by the sales leadership team
- Act as the day-to-day contact for assigned accounts
- Co-ordinate service delivery and management with internal teams to meet expectations
- Monitor account performance and escalate issues as needed
- Work with internal teams to prepare proposals, presentations, and reports
- Maintain accurate records of customer insight, interactions, feedback, and engagement history
- Proactively identify opportunities for additional account growth and/or expansion
- Collaborate with marketing and alliance partner teams to support campaigns and events
- Contribute to internal reporting and continuous improvement initiatives
Qualifications and Experience – Essential:
- Minimum 3 years’ experience in IT Account Management
- Relationship management: Strong interpersonal skills to build trust and maintain long-term customer relationships
- Communication: Clear and professional verbal and written communication, including the ability to convey offering value effectively
- Diligence & attention to detail: Ability to manage multiple tasks and ensure accuracy in documentation and follow-up
- Problem solving: Proactive approach to identifying and resolving issues
- Team collaboration: Ability to work cross-functionally with commercial and delivery teams
- Solution acumen: Advanced sales competency of the company’s core private cloud and associated offering portfolio
- Time management: Ability to prioritise tasks and manage time effectively in a fast-paced environment
Qualifications and Experience – Desirable:
- Experience in Private Cloud sales preferred
- Experience with Broadcom or VMWare by Broadcom desirable