Senior Account Manager – Leading Microsoft MSP (Hertfordshire)
Salary: Up to £70,000 basic + Commission + Annual EBITDA(R) Bonus
Location: Hertfordshire (3-4 days per week in the office)
*MSP sales experience is essential for this role*
*All applicants must have the right to work in the UK and a full UK driving licence*
Overview
A leading Microsoft-focused Managed Service Provider based in Hertfordshire is seeking a Senior Account Manager to take ownership of an established customer portfolio. This is not a new business role — it is a strategic, relationship‑centric position focused on customer success, retention, and growth within an existing account base.
The Senior AM will also act as a mentor to two junior Account Managers, providing guidance, support, and technical oversight to ensure outstanding service delivery across the team.
Key Responsibilities
Account Ownership & Customer Success
* Manage and develop long-standing customer relationships within an established portfolio.
* Conduct technical reviews, QBRs and service improvement sessions, identifying opportunities to enhance customer outcomes.
* Drive customer satisfaction, renewal rates and overall account health.
Retention & Upsell
* Focus on protecting recurring revenue through exceptional service and engagement.
* Identify upsell and cross-sell opportunities across Microsoft cloud, managed services, cyber solutions, professional services, and support offerings.
* Develop account strategies that maximise value for both customer and MSP.
Technical & Commercial Insight
* Carry out detailed technical/commercial reviews to ensure solutions remain aligned with business needs and MSP best practice.
* Work closely with technical teams to translate customer requirements into clear deliverables.
* Maintain a strong understanding of modern Microsoft technologies, cloud services, and MSP service models.
Leadership & Mentoring
* Mentor and support two junior Account Managers, ensuring consistent standards across customer engagement.
* Provide guidance on account planning, customer conversations, and commercial best practice.
* Act as a senior point of escalation for complex customer scenarios.
Experience Required
* Proven success in an Account Manager / Senior Account Manager role within an MSP, IT services provider, or similar technical environment.
* Strong understanding of Microsoft cloud solutions (M365, Azure, Modern Workplace, Security).
* Experience delivering customer success, retention, and growth in an existing account base.
* Comfortable conducting technical reviews and translating technical concepts to commercial outcomes.
* Experience mentoring or supporting junior team members (formal line management not essential).
* Excellent relationship management and communication skills.
What’s on Offer
* Up to £70k basic salary DOE
* Private health care
* 26 days annual leave + bank holidays
* Commission structure based on upsell/expansion within existing accounts
* Annual EBITDA(R) performance bonus
* Opportunity to take ownership of a warm, established customer portfolio
* Key senior role within a highly respected Microsoft MSP
* Collaborative, supportive culture with strong progression potential