Technical Service Account Manager

Fusion Search; Dublin; On-site; EUR 45,000 - 50,000; Full time

Job summary

Fusion People is seeking a Technical Service Account Manager in Ireland to own key customer relationships and drive service delivery, performance, and project execution.

You will coordinate internal teams, manage SLAs and KPIs, and identify growth opportunities while ensuring exceptional service and customer outcomes. A proactive, customer-focused professional will thrive in this role.

Qualifications

• Proven experience in account management, service delivery, or technical account management.
• Strong stakeholder management and relationship-building skills.
• Excellent communication, organisation, and problem-solving abilities.
• Commercial awareness with the ability to balance customer needs and business objectives.
• Proactive, self-starting approach and the confidence to make decisions and drive outcomes.
• Ability to coordinate multiple internal teams and priorities effectively.

Responsibilities

• Manage and develop assigned customer accounts, building strong long-term relationships.
• Ensure high standards of customer service and account management are maintained at all times.
• Oversee technical support activities and ongoing service delivery performance.
• Proactively manage customer issues, escalations, risks, and service priorities.
• Coordinate project delivery with technical and operational teams.
• Monitor and report on service performance against agreed SLAs and KPIs.
• Drive issues through to resolution, taking ownership from identification to completion.
• Identify opportunities for service enhancement, process improvement, and customer growth.
• Act as the customer’s advocate internally whilst balancing commercial and operational objectives.
• Support continuous improvement initiatives to strengthen customer satisfaction and retention.

Skills

Account management

Stakeholder management

Customer success

Communication

Problem-solving

Job description

Job Title: Technical Service Account Manager
Location: Ireland
Salary: €45,000 – €50,000 per annum + clear progression opportunities

An exciting opportunity has arisen for an experienced Technical Service Account Manager to take ownership of key customer relationships within a dynamic technology and service-driven environment.

This position offers a genuine career development path, with opportunities to increase earnings and responsibility through the successful management and growth of additional customer accounts.

The Role

As the Technical Service Account Manager, you will be responsible for the end-to-end management of assigned customer accounts, ensuring exceptional levels of service delivery, operational performance, technical support, and project execution.

Acting as the primary point of contact and accountability for customers, you will work closely with internal technical, engineering, service delivery, and project teams to ensure commitments are met, issues are resolved, and customer expectations are consistently exceeded.

Key Responsibilities

• Manage and develop assigned customer accounts, building strong long-term relationships
• Ensure high standards of customer service and account management are maintained at all times
• Oversee technical support activities and ongoing service delivery performance
• Proactively manage customer issues, escalations, risks, and service priorities
• Coordinate project delivery with technical and operational teams
• Monitor and report on service performance against agreed SLAs and KPIs
• Drive issues through to resolution, taking ownership from identification to completion
• Identify opportunities for service enhancement, process improvement, and customer growth
• Act as the customer’s advocate internally whilst balancing commercial and operational objectives
• Support continuous improvement initiatives to strengthen customer satisfaction and retention

About You

The successful candidate will be a highly motivated and customer-focused professional with the ability to take ownership, build credibility, and deliver results in a fast-paced environment.

You will possess:

• Proven experience in account management, service delivery, customer success, or technical account management
• Strong stakeholder management and relationship-building skills
• Excellent communication, organisation, and problem-solving abilities
• Commercial awareness with the ability to balance customer needs and business objectives
• A proactive, self-starting approach and the confidence to make decisions and drive outcomes
• The ability to coordinate multiple internal teams and priorities effectively

Desirable Experience

Experience within any of the following areas would be highly advantageous:

• Retail technology
• IT services
• EPOS/POS solutions
• Audio Visual (AV) systems
• Managed services environments
• Technical support or service management

Whilst hands‑on engineering experience is not essential, candidates should be technically credible and comfortable discussing customer environments, technical solutions, service challenges, and project requirements.

— Fusion People are committed to promoting equal opportunities to people regardless of age, gender, religion, belief, race, sexuality or disability.