Key Account Manager / MSP

Central Employment; Newcastle upon Tyne; Vor Ort; GBP 45.000 - 65.000; Vollzeit

Zusammenfassung

Central Employment is seeking an experienced Key Account Manager to manage a portfolio of strategic MSP client accounts in the UK. You will build trusted relationships with senior stakeholders, identify growth opportunities and drive account performance across services including cloud, cybersecurity and Microsoft technologies.

You will work closely with service delivery and sales teams to maximise revenue and ensure customer success, renewals and long-term retention within a fast-paced MSP

Qualifikationen

• 3+ years in a Key Account Manager / Client Relationship Manager / Account Director role within MSP/IT Services.
• Experience growing MSP client contracts.
• Proven upsell and cross-sell success.
• Strong understanding of managed services, cloud, IT infrastructure, cybersecurity and technology solutions.
• Experience with contract renewals and commercial negotiations.
• Ability to engage with stakeholders at all levels including C-Suite.
• Strong commercial acumen to drive revenue in existing accounts.
• Excellent communication, presentation and relationship management skills.
• Experience with CRM platforms such as Salesforce, HubSpot or Microsoft Dynamics.

Aufgaben

• Manage and develop a portfolio of key MSP client accounts.
• Build trusted relationships with decision-makers and senior leadership.
• Conduct regular account reviews and business planning meetings.
• Identify upsell and cross-sell opportunities across services.
• Develop account growth plans to maximise revenue and profitability.
• Manage contract renewals and negotiate commercial agreements.
• Serve as primary contact for escalations and customer satisfaction.
• Monitor performance against SLAs and service delivery objectives.
• Collaborate with Service Delivery, Technical Consultants and Sales teams.
• Maintain pipeline, forecasting and activity in CRM.

Kenntnisse

Key account management

Client relationship

CRM platforms

Upsell / cross-sell

Contract renewals

Commercial awareness

Communication skills

Presentation skills

Stakeholder management

MSP knowledge

Tools

Salesforce

HubSpot

Microsoft Dynamics

Jobbeschreibung

Our client is a leading Managed Service Provider (MSP) delivering innovative IT solutions and managed services to businesses across the UK. Due to continued growth, they are looking to appoint an experienced Key Account Manager to manage and develop a portfolio of strategic client accounts.

This is an excellent opportunity for a commercially focused account management professional with a strong MSP or technology background who thrives on building long-term customer relationships, increasing account value, and driving customer retention.

The Role

As a Key Account Manager, you will be responsible for managing existing client relationships, ensuring exceptional service delivery, identifying growth opportunities, and acting as a trusted advisor to customers. You will work closely with technical, service delivery and sales teams to maximise account performance and customer satisfaction.

The role combines strategic account management with commercial responsibility, focusing on contract renewals, upselling, cross-selling and long-term client retention.

Key Responsibilities

• Manage and develop a portfolio of key MSP client accounts.
• Build trusted relationships with decision-makers, stakeholders and senior leadership teams.
• Conduct regular account reviews, service reviews and business planning meetings.
• Identify opportunities for upselling and cross-selling managed services, cloud solutions, cybersecurity, infrastructure, networking, Microsoft technologies and other IT services.
• Develop account growth plans to maximise revenue and profitability across existing customers.
• Manage MSP contract renewals and negotiate commercial agreements.
• Act as the primary point of contact for client escalations, ensuring timely resolution and customer satisfaction.
• Monitor customer performance against agreed SLAs and service delivery objectives.
• Collaborate with Service Delivery Managers, Technical Consultants and Sales teams to ensure client requirements are met.
• Maintain accurate pipeline, forecasting and account activity within CRM systems.
• Stay informed on industry developments, emerging technologies and competitor activity.

Skills & Experience Required

• Minimum 3+ years' experience in a Key Account Manager, Client Relationship Manager, Account Director or Account Manager role within an MSP, IT Services, Technology Solutions or Managed Services environment.
• Proven experience managing and growing MSP client contracts.
• Demonstrable success in identifying and closing upsell and cross-sell opportunities.
• Strong understanding of managed services, cloud technologies, IT infrastructure, cyber security and technology solutions.
• Experience managing contract renewals and commercial negotiations.
• Ability to build relationships with stakeholders at all levels, including C-Suite executives.
• Strong commercial awareness with the ability to drive revenue growth within existing accounts.
• Excellent communication, presentation and relationship management skills.
• Experience using CRM platforms such as Salesforce, HubSpot or Microsoft Dynamics.
• Highly organised with strong planning and account management capabilities.

Desirable Experience

• Experience selling or managing Microsoft Cloud solutions (Microsoft 365, Azure).
• Understanding of cybersecurity services and managed security solutions.
• ITIL Foundation certification or similar service management experience.
• Experience within a fast-paced MSP or technology consultancy.