Account Manager

NexGen Associates; Trowbridge; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

An IT Defence Consultancy is seeking an Account & Customer Relationship Manager in the United Kingdom. The role involves managing customer relationships, understanding IT requirements, and ensuring service delivery aligns with business needs. Ideal candidates have experience in account management, with a strong foundation in customer success and IT service management principles. This hybrid position includes regular travel to customers and requires SC clearance eligibility.

Qualifications

• 3 to 5 years in account management, customer success or service delivery roles ideally in IT services.
• Understanding of ITSM principles and service delivery frameworks.
• Ability to build trust and maintain long-term partnerships.

Responsibilities

• Be the primary point of contact for assigned customers.
• Develop a clear understanding of customer needs and IT requirements.
• Run regular service reviews and business relationship meetings.

Skills

Customer relationship management

Interpersonal skills

Analytical skills

Problem-solving abilities

Negotiation skills

Education

Relevant experience in Business or IT

Customer Success or Account Management certifications

Tools

Halo

ServiceNow

Jira Service Management

Job description

Account & Customer Relationship Manager – Managed Services

Location: Wiltshire hybrid with regular travel

Reporting to: Head of Managed Services

Eligibility: Ideally hold an SC Clearance or be eligible to obtain one. This role will only allow UK British nationals to apply.

NexGen Associates are working with an IT Defence Consultancy who have a managed services department. They are looking to hiring an Account & Customer Relationship Manager. You will build strong customer relationships, make sure IT services align with business needs and drive value through service reviews and continuous improvement within an ITSM framework. This suits someone with solid customer-facing or sales experience who enjoys translating service performance into clear outcomes.

Key Responsibilities

• Customer relationship management
• Be the primary point of contact for assigned customers
• Develop a clear understanding of customer needs, objectives and IT requirements
• Run regular service reviews and business relationship meetings
• Champion the customer voice across Managed Services
• Account management
• Manage customer accounts to agreed contracts and SLAs
• Maintain accurate account plans and track performance
• Spot upsell or cross-sell opportunities and work with Managed Services to shape solutions
• Service performance and reporting
• Partner with the Service Desk Manager to monitor performance against SLAs and KPIs
• Escalate service issues and coordinate resolution with internal teams
• Present performance reports and improvement plans to customers
• Identify service gaps and recommend improvements
• Support process reviews, customer satisfaction surveys and feedback analysis
• Governance and compliance
• Work in line with ITIL and ITSM processes
• Support risk management and compliance reporting
• Help maintain relevant accreditations such as Cyber Essentials and NCSC Cloud Security Principles

Requirements for the role

• No formal qualifications required but relevant experience in Business or IT is essential
• ITIL Foundation preferred and will be supported if not already held
• Customer Success or Account Management certifications are desirable
• Strong interpersonal and communication skills
• Ability to explain technical topics to non-technical audiences
• Confidence presenting service reports and plans
• Business and technical acumen
• Understanding of ITSM principles and service delivery frameworks
• Ability to align IT services to business outcomes
• Basic knowledge of Microsoft 365, Office and Azure
• Awareness of Microsoft and Office licensing
• Relationship management
• Ability to build trust and maintain long-term partnerships
• Analysis and problem solving
• Comfortable analysing performance data and recommending actions
• Strong negotiation and conflict resolution skills
• Organisation and administration
• Able to prioritise tasks and manage time well
• Capable of managing multiple accounts and competing priorities
• Diligent with customer data and documentation
• Teamwork
• Collaborates well with colleagues and wider teams

Experience

• 3 to 5 years in account management, customer success or service delivery roles ideally in IT services
• Experience in ITIL or ITSM environments and tools such as Halo, ServiceNow, Remedy or Jira Service Management
• Proven record of improving customer satisfaction and service performance
• Desirable experience working with UK Government Security Classifications

Additional Requirements

• Willing and able to travel to customer sites as needed
• Current SC clearance or previously held is preferred. If not held you must be eligible and willing to undergo SC vetting

We welcome applications from Service Leavers and Veterans. Our client is committed to equal opportunities and values diversity across all teams.