Technical Account Manager
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.
You will champion client needs, build lasting relationships, and position the company as a trusted technology partner in achieving clients' business goals. The role blends client relationship management, technical consultation, and strategic account planning to ensure high levels of satisfaction, retention, and revenue growth.
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.
* Achieve an annual client renewal rate of 95%.
Revenue Growth:
* Deliver a minimum 10% annual revenue increase through cross-selling and upselling initiatives.
Operational Excellence:
* Ensure account plans and risk registers are maintained and actionable for all clients.
* Contribute to measurable improvements in operational efficiency and client experience.
Technical Knowledge & Implementation:
* Recommend and oversee at least five technical upgrades or service enhancements annually.
* Ensure seamless onboarding and service transitions with full compliance to client expectations.
Client & Internal Collaboration:
* 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.
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