Account Manager

The Opportunity

Are you a relationship-driven professional with a passion for delivering an exceptional customer experience? Our client is a modern, fast-growing Managed Service Provider (MSP) based in Newcastle. Known for their innovative approach to technology, they are looking for an Account Manager to join their expanding Customer Experience team.

In this role, you won't just be "managing accounts" you will be a trusted partner to your clients, ensuring they get the absolute best out of their technology investments.

The Role

As an Account Manager, you will oversee the day-to-day delivery of IT services for a dedicated portfolio of clients. Your goal is to ensure that all services align with defined Service Level Agreements (SLAs) while driving continuous service improvements.

You will act as the primary point of contact and initial escalation for your customers. This requires a unique blend of empathy, technical understanding, and the ability to lead a conversation toward a positive resolution.

Key Responsibilities

• Service Oversight: Manage the delivery of IT services to ensure clients receive high-quality support that meets or exceeds agreed standards.

• Customer Advocacy: Act as the "voice of the customer" internally, working closely with technical departments to drive through service improvements and innovations.

• Escalation Management: Serve as the first point of contact for customer queries or concerns, resolving issues with a focus on long-term relationship health.

• Active Engagement: Use active listening principles to deeply understand client needs and business challenges, providing tailored advice and solutions.

• Strategic Growth: Identify opportunities for clients to improve their infrastructure, ensuring their technology roadmap supports their future business goals.

The Ideal Candidate

• Communication Expert: You possess exceptional interpersonal skills and the ability to control a conversation while remaining entirely customer-focused.

• Experience: Ideally, you have a background in Account Management or Customer Success, preferably within the IT, MSP, or SaaS sectors.

• Active Listener: You don't just hear; you listen. You can identify the underlying needs of a client and translate them into actionable service requirements.

• Professional Resilience: You are comfortable acting as an escalation point and can handle difficult conversations with poise and professionalism.

• Team Player: You enjoy working collaboratively across departments (Service Desk, Projects, and Sales) to achieve the best outcomes for your clients.

Why Join This Team?

You will be joining a company that genuinely values innovation and employee growth. They offer a vibrant, forward-thinking working environment in Newcastle with a culture that rewards dedication and a "customer-first" mindset.