Sovereign Cloud IT Account Manager – Growth & Retention

METCloud; Birmingham; On-site; GBP 45,000 - 75,000; Full time

Benefits offered by this job

Salary negotiable

25 days annual holiday

Company pension scheme

Private Health Care

Private Life Insurance

Great working environment

Training and wellbeing programs

Job summary

METCLOUD in Birmingham is seeking an experienced Account Manager to manage a portfolio of existing customers, protect recurring revenue, and ensure measurable value from the relationship.

You will coordinate with technical, operational, and commercial teams to deliver successful outcomes, renew contracts, and drive account growth for cloud, cybersecurity, and managed services solutions.

Strong stakeholder management, strategic thinking, and a track record of retaining customers are essential.

Qualifications

• Minimum of five years' experience in Account Management, Customer Success, or IT Service Delivery.
• At least three years' experience within an MSP, Cloud Services, Cybersecurity, or Technology Services environment.
• Proven experience managing recurring-revenue customer relationships and contract renewals.
• Track record of retaining customers and growing account revenues.
• Experience conducting business reviews and presenting to senior stakeholders.

Responsibilities

• Act as the primary commercial relationship owner for an assigned portfolio of customers.
• Develop and maintain documented account plans for all strategic accounts.
• Gain a comprehensive understanding of each customer's business, technology environment, priorities, challenges, and risks.
• Maintain regular engagement with operational, management, and executive stakeholders.
• Coordinate internal resources to ensure commitments and customer expectations are delivered.
• Maintain accurate customer records, opportunities, and account information within the CRM system.
• Monitor customer satisfaction levels, service performance, and relationship health.
• Identify early warning indicators of customer dissatisfaction or contract risk.
• Work closely with operational teams to resolve recurring service issues.
• Ensure complaints, issues, and escalations are managed effectively with clear ownership and action plans.
• Lead contract renewal discussions well in advance of expiry dates.
• Develop and implement retention and recovery plans for at-risk customer accounts.
• Plan, coordinate, and lead monthly and quarterly business review meetings.
• Present service performance metrics, SLA achievements, incident trends, improvement initiatives, and business risks.
• Translate technical information into meaningful business outcomes and commercial insights.
• Ensure agreed actions from service review meetings are documented, assigned, and completed.
• Demonstrate the value delivered to customers beyond operational statistics and support metrics.
• Identify and develop cross-sell and upsell opportunities within existing customer accounts.
• Promote cloud, cybersecurity, backup, resilience, licensing, managed services, and professional service solutions.
• Build opportunities based on customer needs and strategic objectives.
• Collaborate with technical specialists to develop customer proposals and recommendations.
• Maintain an accurate account-level sales pipeline and forecast.

Skills

Account Management

Customer Success

MSP experience

Cloud services

Cybersecurity

Tools

Salesforce

CRM platforms

Job description

METCLOUD in Birmingham is seeking an experienced Account Manager to manage a portfolio of existing customers, protect recurring revenue, and ensure measurable value from the relationship.

You will coordinate with technical, operational, and commercial teams to deliver successful outcomes, renew contracts, and drive account growth for cloud, cybersecurity, and managed services solutions.

Strong stakeholder management, strategic thinking, and a track record of retaining customers are essential.