Role Overview:
IT Support 365 is a fast-growing managed service provider with offices in Dorset, Wiltshire and Merseyside operating for over 15 years providing services to national and international clients. We're known for delivering proactive, reliable IT support that helps businesses minimise downtime and stay ahead. Our team is passionate about technology, client success and building long-term partnerships.
We're looking for a Client Relationship Manager to join our Warrington team. This is a key role focused on nurturing existing client relationships, driving satisfaction and uncovering opportunities for growth. You'll be the trusted point of contact for your clients, helping them get the most from our services while contributing to our continued success.
If you're someone who thrives on building relationships, understanding the value of great service, and wants to be part of a forward-thinking company, we'd love to hear from you.
Key Responsibilities:
Client relationship management
* Act as primary point of contact for assigned client accounts.
* Build and maintain strong, long-term relationships with clients.
* Conduct monthly check-ins with prime contacts to ensure satisfaction and alignment.
* Prepare and deliver tailored presentations on products and services.
* Lead quarterly reviews (QBRs) to showcase value delivered and identify new opportunities.
* Represent the company at trade shows, conferences, and industry events to build relationships and identify opportunities.
Revenue Growth & Commercial Ownership
* Identify, qualify, and pursue upsell and cross-sell opportunities within existing accounts.
* Prepare and deliver accurate quotes and renewal documentation.
* Liaise directly with clients during the sales process to close opportunities.
* Ensure product/services availability for client demos and onboarding.
* Collaborate with internal teams to ensure smooth handover and delivery of new business.
Client Success & Retention
* Monitor account health and proactively resolve issues to reduce churn.
* Work closely with support teams to ensure client needs are met.
* Capture and relay client feedback to improve service delivery and products.
* Reporting & Insights
* Maintain accurate client records, opportunities, and forecasting within the CRM.
* Provide regular updates on account status, churn risk, and revenue growth to senior leadership team.
* Provide quarterly updates on value add to the wider team and identify opportunities to improve service delivery.
Qualifications & Experience:
Essential
* Proven experience in account management, client success, or sales within the IT sector.
* Proven track record of upselling, cross-selling, and closing deals within client accounts.
* Strong understanding of IT solutions with the ability to communicate technical concepts in a client-friendly manner.
* Demonstrated ability to engage and influence senior client stakeholders, including IT decision-makers.
* Excellent communication, negotiation, and presentation skills.
* Highly organised, proactive, and capable of managing multiple accounts simultaneously.
* Skilled in planning and time management, with the ability to prepare for meetings with clear agendas and timelines.
* Proficient in CRM systems.
* Self-motivated with a results-driven approach and a passion for client success.
Desirable
* Previous experience in IT Managed Services or inside sales.
* Familiarity with the full sales cycle from initiation to close.
* Creative thinking and problem-solving.
* Experience attending trade shows, exhibitions or industry events.
* Strong presentation skills with a persuasive communication style.
* Understanding of renewal upsells, cross-selling and product add-ons.
Benefits:
* Company Pension
* Free on-site parking
* Birthday off
* Annual Training Budget
* 28 days including Bank Holidays annual leave
* Hybrid working available