Job Title
Do you have the right skills and experience for this role Read on to find out, and make your application.
:
Internal Account Manager
Department: Sales & Operations
Location: Trident Office, Brighton
Employment Type: Full-Time
Purpose of the Role
The Internal Account Manager
supports
Relationship Managers by co-managing client accounts and
delivering exceptional service
. Acting as the primary daily point of contact for assigned clients, the role involves managing communications, addressing inquiries, and coordinating with internal teams to meet client expectations. The role aims to reduce the day-to-day workload of Relationship Managers, enabling them to focus on strategic growth and client acquisition
and revenue
generation
.
Key Responsibilities
Client Account Management:
Serve as
a
primary daily point of contact for clients, handling inquiries and requests.
Work closely with Relationship Managers to co-manage client accounts and ensure client satisfaction.
Build and
maintain
strong relationships with key decision-makers in assigned accounts.
Understand and document
each client's unique needs
to provide tailored solutions.
Develop and
maintain
a deep knowledge of the individual requirements of each
account, u
tilising c
ompany
C
RM and other client management tools.
Collaboration & Coordination:
Coordinate with internal departments such as professional services, operations, and
purchasing
to ensure seamless service delivery.
Attend remote and onsite client meetings independently or alongside Relationship Managers as
required
.
Act as a liaison between clients and internal teams to align
and enhance
service delivery
.
Sales & Opportunity Development:
Support Relationship Managers in
identifying
opportunities to promote Tridents products and services.
Assist
in preparing proposals, raising quotations, and managing tenders.
Proactively
identify
growth opportunities within existing accounts.
Administrative Support:
Maintain
accurate
and up-to-date client records, including managing, reviewing, and closing service tickets.
Source and specify IT hardware and software, negotiating the best prices and terms.
Handle bookings, account documentation, and general administrative tasks
efficiently
.
Problem Solving & Client Advocacy:
Act as a trusted advisor to clients, guiding them toward solutions that address their challenges.
Proactively manage complaints and escalations, working collaboratively with Relationship Managers
, SLT
and
other
internal teams to resolve issues efficiently.
Track escalations to resolution and follow up to ensure client satisfaction.
Experience & Skills Required
Experience:
Proven experience in business-to-business account management or customer-facing roles.
Familiarity with IT products, services, and the technology landscape (preferred but not essential).
Skills:
Organisational Skills:
Detail-focused,
demonstrated
ability to
effectively manage multiple tasks and priorities
.
Independent
Dec
ision making:
Utilise available tools
, information
,
teams
and resources to make informed decisions and
demonstrate
the
ability to take the initiative
.
Communication Skills
: Excellent verbal and written communication abilities to engage with clients
,
stakeholders
and internal teams.
Analytical Skills:
Ability to assess client feedback,
requests
, and opportunities to
provide
actionable insights.
Customer Service:
A solution-oriented mindset and commitment to providing exceptional service.
Additional Requirements:
Valid driving licence.
What Success Looks Like in This Role
A successful Internal Account Manager should enable Relationship Managers to feel confident that their clients are being carefully looked after, with clear communication and seamless support. This includes
demonstrating
ownership of tasks and delivering measurable value to clients.
The Internal Account Manager will be able to
demonstrate
:
Development of skills and knowledge for potential progression to a Relationship Manager role.
Improved client satisfaction and retention rates.
Identification and follow-through on opportunities for account growth.
Quality and promptness of administrative tasks, including CRM updates and ticket management.
Potential Progression Opportunities
The Internal Account Manager role offers opportunities for career progression for those who wish to grow within the organisation. However, progression is not mandatory, and individuals may choose to remain in this role if it aligns with their career goals.
For those who aspire to advance, the following progression paths are available:
1. Relationship Manager:
Transition into a strategic, client-facing role focused on account growth, client retention, and revenue generation.
Responsibilities include providing consultancy,
identifying
opportunities to expand service usage, and managing high-value accounts.
Earn significant commission and develop
expertise
in strategic client relationship management.
Progression Timeline:
Typically
25 years, depending on relevant prior experience, self-study, and
demonstrated
motivation to excel in account management and strategic consulting.
2. New Business Role:
Move into a dedicated new business role with a focus on client acquisition, lead generation, and expanding Tridents client base.
Develop and execute strategies to secure new partnerships and contribute to company growth.
Progression Timeline:
Typically
25 years, for individuals with a strong interest in sales and proven ability to
identify
and capitalise on new business opportunities.
3. Progression is supported by:
Regular performance reviews.
Ongoing training and development tailored to individual career aspirations.
Mentorship from experienced Relationship Managers and leadership.
These timelines are flexible and depend on an individuals ability to
demonstrate
readiness through experience, self-study, and consistent performance.
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