Overview
Account Manager role at Bluecube Technology Solutions - An Ekco Company – Hybrid; Holborn - London, Ekco UK - Milton Keynes.
Department: Sales. Employment type: Full-time. Seniority level: Mid-Senior level.
Responsibilities
* Act as the primary point of contact for assigned customers, maintaining strong, trust-based relationships.
* Regularly meet with clients to assess their needs, concerns, and satisfaction levels.
* Organise and lead Quarterly Business Reviews (QBRs) to align EKCO’s services with the client’s business goals.
* Expand key stakeholder relationships across clients and their Ecosystem Partners.
* Work with Technical Account Managers (TAMs) to help clients develop a strategic IT roadmap.
* Ensure that clients receive the services they have contracted, addressing any gaps proactively.
* Engage Service Delivery Managers (SDMs) and technical teams to resolve service issues quickly and efficiently.
* Manage customer expectations around service, timelines and capabilities.
* Ensure timely escalation and resolution of customer concerns within internal teams.
* Maintain and protect existing revenue streams by ensuring high customer satisfaction and renewals.
* Identify and develop upsell and cross-sell opportunities in collaboration with Pre-Sales and Solutions teams, with a focus on increasing Monthly Recurring Revenue (MRR).
* Understand the customer business objectives and build a roadmap aligned to EKCO’s portfolio.
* Accurate forecast management and reporting on account performance, risks, and opportunities to senior management.
* Regular office attendance – 2/3 days per week and multiple weekly face-to-face client and partner meetings.
* Weekly CRM hygiene and business reporting.
* Achievement of quarterly targets.
Key Performance Indicators (KPIs)
* Client Retention: Ensure high renewal rates.
* Account Growth: Drive additional revenue through upselling and cross-selling.
* Account Prospecting and New Business acquisition.
* Customer Satisfaction: Improve Net Promoter Score (NPS) and overall engagement.
* Service Performance: Ensure issues are resolved within SLA guidelines.
* Regular office attendance – 2/3 days per week and multiple weekly face to face client and partner meetings.
* Weekly CRM hygiene and business reporting.
* Achievement of quarterly targets.
Key Requirements
* 3+ years of experience in Account Management within an MSP, MSSP, or IT services company.
* Strong understanding of managed services, cloud computing, cybersecurity, and IT infrastructure.
* Excellent communication and interpersonal skills, with the ability to build lasting client relationships.
* Ability to navigate customer organisations and influence decision-making at multiple levels.
* Commercial awareness and the ability to identify new revenue opportunities within accounts.
* Experience working with technical teams to deliver complex IT solutions.
Benefits / Perks
* Time off – 25 days leave + public holidays.
* Birthday leave – 1 day per year.
* Company Pension Scheme (employer contribution 5%) + flexible salary sacrifice.
* Employee Assistance Programme (EAP) for mental health, wellbeing and general advice.
* EkcOlympics – a global activity for fun.
* Learning & development – unlimited access to Pluralsight learning platform.
* Opportunities to grow and take on responsibilities (including international roles).
Why Ekco
* Microsoft’s 2023 Rising Star Security Partner of the year.
* VMware & Veeam top partner status.
* Ranked as 4th fastest growing technology company in the Deloitte Fast50 Awards.
* Ekco is committed to diversity, equality, inclusion and belonging.
* Internal mobility and opportunities for development and progression.
* Flexible working with a family-friendly focus at the core of our company values.
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