About Charles Square
Charles Square (CSq) are a Technology Services Partner servicing the financial sector and regulated businesses globally up to 400 users.
CSq offer Enterprise Support, Security, Strategy and Supply solutions that set a high bar on reliability, security, and customer experience.
CSq are ISO27001 certified and a Microsoft Cloud and Solutions Partner. Our goal is to help companies transform and innovate using technology.
Working for CSq will give you first-hand access to world class technologies, exciting new applications, bespoke software products, fantastic clients, and a talented team.
Role Outline
We are seeking a Technical Account Manager (TAM) to oversee and support our customers' technical needs, acting as a key liaison between the client and our service teams. This role is pivotal in ensuring service excellence, customer satisfaction, and the successful delivery of IT solutions.
As a TAM, you will manage a defined portfolio of accounts, proactively ensuring that service delivery aligns with contractual commitments and client expectations. You'll act as a trusted advisor, helping clients navigate their IT challenges and drive technology adoption that supports their business objectives.
Key Responsibilities
Client Relationship Management
* Build and maintain strong relationships with key client stakeholders.
* Serve as the client's primary point of contact for IT-related needs and escalations.
* Conduct regular service reviews, performance reporting, and account health checks.
Service Delivery Oversight
* Ensure contracted services are delivered efficiently, to scope, and within agreed SLAs.
* Coordinate and manage small-scale projects, working closely with technical teams.
* Manage and prioritise client expectations to align with service capacity and capability.
Strategic Account Development
* Understand client goals, challenges, and industries to identify relevant technical solutions.
* Promote managed services and value-added offerings in line with client needs.
* Create and present proposals and roadmaps to improve client infrastructure and productivity.
Internal Coordination
* Act as the internal advocate for the client, ensuring cross-functional collaboration.
* Delegate tasks effectively and monitor internal workflows and project milestones.
* Provide insights to improve processes and service quality.
Governance & Best Practice
* Prepare and lead structured meetings (agenda, analysis, reporting, follow-up).
* Maintain familiarity with ITIL and ISO27001 principles and ensure compliance.
* Stay up to date with relevant technologies, market trends, and industry stan
Required Skills
Minimum 3 years' experience in Account Management within an MSP or IT Solutions Provider.
* Proven experience managing client relationships and technical service delivery.
* Strong working knowledge of core MSP technologies and services.
* Excellent verbal and written communication skills, with the ability to simplify technical topics for non-technical audiences.
* Confident in conducting strategic discussions and challenging conversations with senior stakeholders.
* Skilled in managing multiple priorities and working to tight deadlines.
* Experience with creating sales proposals, forecasts, and service reviews.
* Familiarity with ITIL frameworks and ISO-compliant service environments.
Company Benefits
* 25 days annual leave
* Health Sheild (Cash Plan)
* Cinema Tickets
* Gym Membership
* Social Events
* Training
* Cycle 2 work scheme
* Pension
* Electric car scheme
* Access to cost-price hardware & software
Application
Please submit a CV and cover letter to CV should be a maximum of three pages.