Desk Based Account Manager

I am recruiting on behalf of a leading technology consultancy specialising in IT support, cloud services, cybersecurity, infrastructure, and communications. The company works across multiple sectors, including education, professional services, and enterprise clients, delivering tailored technology solutions that combine the expertise of a large organisation with a personalised, client-focused approach.The Desk-Based Account Manager (DBAM) will play a key role in managing and growing a portfolio of business clients primarily through remote channels, while maintaining strong relationships, ensuring client satisfaction, and driving revenue growth.Key Responsibilities Account Management

• Serve as the main point of contact for assigned business accounts, building long-term relationships with decision-makers and stakeholders.
• Maintain a deep understanding of each client’s business and industry to deliver relevant solutions and proactive support.
• Conduct regular check-ins via phone, email, and video conferencing to monitor satisfaction and uncover opportunities.

Sales & Revenue Growth

• Identify and pursue upsell and cross-sell opportunities to grow revenue within existing accounts.
• Collaborate with sales, marketing, and product teams to tailor proposals and offerings to client needs.
• Meet or exceed monthly, quarterly, and annual sales targets.

Customer Service & Issue Resolution

• Act as a trusted advisor, addressing account queries and service requests promptly and professionally.
• Coordinate with internal teams to resolve client issues efficiently, ensuring high satisfaction.
• Follow up post-resolution to prevent recurring issues.

Account Planning & Strategy

• Develop account plans for key clients, mapping decision-makers, evaluating risks, and forecasting growth.
• Track and analyse account performance, leveraging data to inform priorities and actions.
• Stay informed of industry trends, competitor activity, and client market developments.

Collaboration & Communication

• Work closely with field sales and business development teams to ensure seamless handover and ongoing account support.
• Provide insights and feedback to internal teams to inform product and service improvements.
• Participate in team meetings, training, and professional development activities.

Reporting & Administration

• Maintain accurate CRM records and pipeline updates.
• Prepare reports on account status, opportunities, risks, and client feedback.
• Ensure compliance with company policies, regulatory requirements, and data protection standards.

Essential Skills & Competencies

• Excellent verbal and written communication, with the ability to engage clients remotely in a personable and professional way.
• Strong negotiation and influencing skills focused on win-win outcomes.
• Proficiency in CRM systems, Microsoft Office, and virtual communication tools (e.g., Teams).
• Exceptional organisation and time management skills, with the ability to manage competing priorities.
• Analytical mindset for performance tracking and data-driven decision-making.
• Proactive problem-solving approach and commitment to continuous improvement.
• Team-oriented, collaborative, and customer-focused with a high level of professionalism.

Experience & Qualifications

• Degree or diploma in business, sales, marketing, or related field (or equivalent experience).
• Previous experience in account management, inside sales, customer service, or desk-based commercial roles.
• Proven track record of meeting or exceeding sales and customer satisfaction targets.
• Experience managing B2B client relationships is highly desirable.

Key Performance Indicators (KPIs)

• Retention and growth of assigned accounts.
• Achievement against sales and revenue targets.
• Client satisfaction and Net Promoter Score (NPS).
• Timeliness and accuracy of issue resolution.
• Quality and completeness of CRM updates and reporting.
• Participation in training and compliance adherence.