Inside Customer Manager

Presidio; Dublin; On-site; EUR 60,000 - 85,000; Full time

Job summary

Presidio in Ireland is seeking an Inside Customer Manager (ICM) to own the customer relationship post-sale. You will sit between the Account Manager and Inside Sales, safeguarding the relationship, managing expectations, handling escalations, and ensuring a consistent, high‑quality service experience for your accounts.

As the primary day‑to‑day contact, you will coordinate orders, monitor SLAs, engage with stakeholders, and drive cross‑team collaboration to resolve issues quickly, while

Qualifications

• Minimum 2 years in a customer-facing role such as account management, customer success or sales support.
• Strong relationship management skills and ability to be primary contact for large accounts.
• Excellent written and verbal communication; highly organized with attention to detail.
• Experience with CRM systems and ability to maintain accurate records.
• Ability to work under SLA targets in a fast-paced environment.
• Proactive problem-solver who drives resolution.
• Collaborative team player across Inside Sales, Account Managers and operations.

Responsibilities

• Act as the primary day-to-day contact for assigned customers.
• Build and maintain relationships at operational and management level within each account.
• Conduct regular check-ins and status calls with customers.
• Monitor customer satisfaction and flag concerns early.
• Coordinate across teams to resolve issues quickly.
• Build and maintain an Account Playbook with contacts, quotes, renewal dates, forecasted margin and history.
• Schedule and lead AM introduction calls for each account, sharing the playbook.
• Represent Presidio confidently in customer-facing meetings with product knowledge.
• Receive, coordinate and process customer orders, ensuring accuracy before handoff to Inside Sales.
• Manage delivery timelines, SLAs and changes.
• Monitor open orders to ensure Inside Sales has what it needs.
• Respond to queries within SLA.
• Review and send stock/backorder reports.

Skills

Customer-facing

Relationship management

Communication

Organization

CRM systems

Work under pressure

Proactive problem-solving

Team collaboration

B2B technology experience

Order management

Tools

CRM systems

ERP systems

Job description

Presidio, Where Teamwork and Innovation Shape the Future

At Presidio, we're at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses - and their internal customers - to achieve more through innovation, automation, and intelligent insights.

The Role

The Inside Customer Manager (ICM) is the primary owner of the customer relationship post-sale. In our sales support structure, the ICM sits between the Account Manager (commercial strategy) and the Inside Sales team (transactional operations). The ICM's core accountability is simple: how does the customer feel? They protect the relationship, manage expectations, handle escalations, and ensure that every customer in their book receives a consistent, high-quality service experience. The ICM runs accounts jointly with the AM, acting as the long-term relationship anchor while enabling the AM to lead on new commercial opportunities.

Responsibilities Include

Customer Relationship Management

• Act as the primary day-to-day point of contact for assigned customers
• Build and maintain strong relationships at operational and management level within each account
• Conduct regular check-ins and attend status calls with customers
• Monitor and manage customer satisfaction, flagging concerns early
• Act as the customer's internal advocate - coordinate across teams to resolve issues quickly
• Build and maintain an Account Playbook for each assigned account, documenting key contacts, open quotes, renewal dates, forecasted margin and account history etc.
• Schedule and lead AM introduction calls for each account, sharing the playbook and introducing the AM to key contacts
• Represent Presidio confidently in customer-facing meetings, demonstrating knowledge of the account, the product portfolio and the wider Presidio proposition

Order Processing & Service Delivery

• Receive, coordinate and process customer orders, ensuring accuracy before handoff to Inside Sales
• Manage customer expectations on delivery timelines, SLAs and any changes
• Monitor open orders and ensure Inside Sales has everything needed to execute
• Respond to all customer queries within the agreed SLA target
• Review and send stock reports and backorder reports produced by Inside Sales

Escalation Handling

• Own all customer escalations end-to-end - receive, investigate, communicate and resolve
• Liaise with Account Manager & Inside Sales to gather facts before communicating issues to the customer
• Escalate commercial disputes to the Account Manager immediately
• Document all escalations and resolutions for continuous improvement

Internal Collaboration

• Work closely with Inside Sales to ensure smooth order flow and accurate CRM data
• Provide input to Account Manager's QBR and account strategy planning
• Drive the development and execution of commercial strategies to accelerate Apple product sales and expand adoption of aligned Apple services and solutions, delivering measurable revenue growth.
• Oversee the planning, development, and execution of comprehensive marketing and sales strategies for Global IT Product services, and solutions. This includes driving targeted campaigns and demand generation campaigns

Required Skills And Professional Experience

• 2+ years' experience in a customer-facing role - account management, customer success or sales support
• Strong relationship management skills - comfortable as a primary point of contact for large, complex accounts
• Excellent communication skills - written and verbal; able to manage difficult conversations professionally
• Highly organised with strong attention to detail - able to manage multiple accounts and open issues simultaneously
• Experience with CRM systems - able to maintain accurate records
• Ability to work under pressure and to SLA targets in a fast-paced environment
• Proactive problem-solver - identifies issues early and drives resolution rather than waiting to be asked
• Collaborative team player - works closely with Inside Sales, Account Managers and operations

Preferred Skills And Professional Experience

• Experience in a B2B technology, hardware or IT reseller environment
• Familiarity with order management, purchasing or supply chain processes
• Experience managing enterprise or high-value accounts (€1M+ revenue)
• Exposure to SLA management and customer satisfaction tracking
• Experience with ERP or order management systems

Your future at Presidio

Joining Presidio means stepping into a culture of trailblazers - thinkers, builders, and collaborators - who push the boundaries of what's possible. With our expertise AI-driven analytics, cloud solutions, cybersecurity, and next-gen infrastructure, we enable businesses to stay ahead in an ever-evolving digital world.

Here, your impact is real. Whether you're harnessing the power of Generative AI, architecting resilient digital ecosystems, or driving data-driven transformation, you'll be part of a team that is shaping the future.

Ready to innovate? Let's redefine what's next-together.

About Presidio

Presidio is committed to hiring the most qualified candidates to join our amazing culture. We aim to attract and hire top talent from all backgrounds, including underrepresented and marginalized communities. We encourage women, people of color, people with disabilities, and veterans to apply for open roles at Presidio. Diversity of skills and thought is a key component to our business success.

At Presidio, speed and quality meet technology and innovation. Presidio is a trusted ally for organizations across industries with a decades-long history of building traditional IT foundations and deep expertise in AI and automation, security, networking, digital transformation, and cloud computing. Presidio fills gaps, removes hurdles, optimises costs, and reduces risk. Presidio's expert technical team develops custom applications, provides managed services, and enables actionable data insights and builds forward-thinking solutions that drive strategic outcomes for clients globally.

Applications will be accepted on a rolling basis.