IT Account Manager

Tribe Recruitment; Ringway; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading recruitment agency is seeking an experienced Account Manager to enhance client satisfaction and retention in the IT sector. This role entails managing existing accounts while identifying upsell opportunities for IT Managed Services and Digital Transformation. Candidates should have a minimum of 2 years of account management experience in a Managed Service Provider environment, along with excellent communication and negotiation skills. The position offers opportunities for significant professional development and competitive compensation.

Benefits

23-day holiday allowance plus bank holidays

Company pension scheme

Health cash plan

Cycle-to-work scheme

On-site gym access

Qualifications

• Minimum 2 years of experience in account management, preferably in a Managed Service Provider environment.
• Experience managing SMB account portfolios is required.
• Proficiency in Microsoft Office and CRM software is mandatory.

Responsibilities

• Develop and maintain strong relationships with key stakeholders.
• Identify strategies to retain and grow client accounts.
• Understand client needs and provide optimal solutions to meet those needs.
• Track and report on account renewal metrics, performance, and outcomes.
• Respond to emails and phone calls, resolving client queries efficiently.

Skills

Communication skills

Interpersonal skills

Negotiation skills

Organisational skills

Detail-oriented

Self-starter

Problem-solving

Tools

Microsoft Office

CRM software

Job description

Job title: Account Manager - Client Solutions

Location: Role can be located from any of the Manchester or Leeds locations (Remote working available)

Focus of the role

My client is looking for an Account Manager to support their key customers. As an Account Manager you will play a crucial role in driving high levels of client satisfaction and retention. You will be responsible for managing existing accounts, with a particular focus on retaining and upselling IT Managed Services, Digital Transformation and Microsoft Solutions into these accounts. Your aim will be to maintain long-term relationships with clients, understand their needs, and identify opportunities for additional value.

In addition to this, you will work alongside the existing sales team to handle client queries, quote for products and services, support the renewals process and provide assistance and cover to the sales team.

Whilst this role is primarily focused on retention and upsell, you will be managing clients that will be receptive to new sales and therefore there is an expectation to drive sales into these clients.

The progression opportunities are significant, and this role would provide a great route into the wider sales organisation.

If you enjoy coming up with effective solutions and working toward achieving goals, this job is right for you. You will use your communication skills to identify and address customers' needs while representing my client in a positive way. Previous client service experience will be an advantage. Ultimately, you will contribute to building profitable, long-term relationships with clients to reach business objectives.

Responsibilities

• Develop and maintain strong relationships with key stakeholders within your clients.
• Identify and implement strategies to retain and grow client accounts.
• Understand client needs and objectives and provide solutions to meet those needs.
• Identify upsell opportunities and drive additional revenue by offering new products or services.
• Negotiate contracts and close agreements to maximise profitability.
• Collaborate with internal teams, such as sales and support, to ensure client satisfaction and account growth.
• Track and report on account renewal metrics, performance, and outcomes.
• Forecast and track key account metrics (sales, sales pipeline, renewal performance)
• Maintain up-to-date knowledge of products and services, as well as competitive offerings.
• Respond to incoming emails and phone calls, take ownership of queries to resolution.
• Plan and organise personal work strategies including, daily/weekly/monthly schedules to identify opportunities, drive renewal retention and improve the client experience.
• Work collaboratively with other business areas to align client requirements across product and services.
• Follow up on marketing initiatives, sharing newsletter and key thought leadership information with customers to drive value and opportunity creation.

Examples KPIs

• Maximise the renewal opportunity and minimise churn.
• Achieve monthly renewal targets and maintain the existing client contract bank.
• Deliver a level of incremental sales.
• Upsell products and services to increase the contract contribution for retained clients.
• Maintain accurate reporting in renewals, client experience and forecasting.

Person, Skills & Experience

• Minimum 2 years of experience in account management, specifically within a Managed Service Provider (MSP) environment
• Experience managing SMB account portfolios.
• Excellent communication, interpersonal and negotiation skills.
• Proficiency in Microsoft Office and CRM software.
• Highly organised and solution oriented.
• Detail‑oriented and able to prioritise.
• Self‑starter and able to work efficiently under pressure.
• Highly driven, focused and committed with a proven track record.
• Positive “can do” attitude, sense of urgency and strong desire to be successful.
• Ability to operate in a high‑velocity, metrics‑driven organisation.
• Ability to build and sustain trust among colleagues and clients of various levels at any organisation.
• Proven ability to work independently, be a member of a team with flexibility to adapt and manage change effectively in an ever‑changing environment.

Why My Client?

• The opportunity to shape your own future with industry‑leading training and development, with access to their Learning Academy.
• Competitive salary with the ability to progress.
• 23‑day holiday allowance, increasing with length of service, plus bank holidays, an extra day off on your birthday and the option to buy more!
• Company pension scheme.
• 2 paid leave days per year to volunteer and support your local community – if it matters to you it matters to us.
• Health cash plan with free access to a confidential Employee Assistance Programme (EAP) supporting bereavement, financial, health and wellbeing, and much more.
• Life assurance.
• Cycle‑to‑work scheme, electric vehicle scheme, home and tech scheme, and retail discounts.
• Balancing work, life and fitness can be challenging, so we offer a free on‑site gym at our Manchester and Leeds locations to make it easier to stay active.
• Long‑service recognition to celebrate all the milestones.
• Beer (or soft drinks) and pizza Friday's, dress‑down every day, social events such as summer BBQ, Christmas party and lots more.