Account Manager - MSP / IT

Job Title: Account Manager

Location: Hybrid / Newbury with Client travel typically twice per week

Salary: Competitive + Commission

Job Type: Full Time, Permanent

About the role:

Netteam tX is seeking a commercially focused Account Manager to retain and grow a portfolio of approximately 30 existing small and mid-sized clients.

You will own the commercial client relationship, develop a detailed understanding of each organisation, and identify opportunities to provide additional value through Netteam tX products and services. Your primary objectives will be to achieve an individual growth target from within the existing client portfolio, retain contract renewals, and maintain strong client satisfaction.

Responsibilities:

Client relationship management

• Own the commercial relationship for a portfolio of approximately 30 existing clients.
• Build trusted relationships with business owners, senior decision-makers, and other key stakeholders.
• Develop a strong understanding of each client organisation, including priorities, challenges, budgets, and future plans.
• Maintain a structured schedule of client meetings, service reviews, and strategic planning sessions.
• Act as the principal commercial contact and point of coordination between clients and Netteam tX.
• Gather structured client feedback, coordinate appropriate actions, and maintain an accurate account plan for every assigned client.

Existing-account growth

• Achieve an individual target based on incremental business generated from the existing client portfolio.
• Identify cross-sell and upsell opportunities based on genuine client needs and business objectives.
• Build and maintain a qualified account-growth pipeline.
• Work with technical and commercial specialists to develop appropriate solutions and proposals.
• Lead commercial conversations relating to additional products, services, projects, and licensing.
• Maintain accurate forecasts and provide regular performance updates to the Commercial Director.

Renewals and retention

• Take ownership of the commercial renewal process across the assigned portfolio.
• Maintain an accurate schedule of contract, service, and licensing renewal dates.
• Start renewal conversations early enough to understand client intentions, risks, and changing requirements.
• Coordinate internal input for renewal proposals and commercial reviews.
• Identify renewal risks and raise them promptly with the Commercial Director.

Strategic client engagement

• Lead quarterly strategic reviews, presenting evidence from Netteam systems, the external landscape and the client's aspirations to deliver strategic roadmap led recommendations.
• Help clients connect technology decisions with wider business objectives.
• Discuss technology investments in terms of business value, cost, risk, and operational impact.
• Coordinate technical specialists when detailed advice, assessments, or solution designs are required.
• Maintain sufficient awareness of cloud services, cybersecurity, networking, modern workplace technology, artificial intelligence, and automation to recognise relevant opportunities.
• Translate technical recommendations into clear business and commercial language.

Service liaison and escalation

• Act as the commercial liaison between clients and the Netteam tX service organisation.
• Review service performance and recurring issues during regular client meetings.
• Ensure client concerns are recorded and directed to the appropriate internal team.
• Escalate material service concerns to the Director of Service.
• Keep clients appropriately informed while service issues are being investigated or resolved.

CRM, reporting, and forecasting

• Maintain accurate client, opportunity, renewal, and activity records within the CRM system.
• Produce reliable forecasts against the individual existing-account growth target.
• Record agreed client actions and ensure commitments are followed through.
• Use commercial and client data to identify renewal risks and growth opportunities.
• Report on pipeline, renewals, account performance, and client feedback to the Commercial Director.

Security and compliance awareness

• Maintain a working awareness of cybersecurity, data protection, and information-security principles.
• Recognise potential client risks and involve the appropriate Netteam tX specialists.
• Follow company governance, commercial, data-protection, and information-security processes.
• Ensure commercial commitments are properly documented and internally approved.

About you:

Experience and attributes:

Essential experience:

• Successful account-management experience within an MSP, technology provider.
• A strong record of growing existing client accounts and achieving individual commercial targets.
• Experience managing contract and service renewals and converting cross-sell and upsell opportunities.
• Confidence engaging business owners and senior decision-makers.
• Commercial awareness and the ability to relate technology investments to business outcomes.
• Experience coordinating internal service, technical, project, and commercial teams.
• Ability to manage client concerns and maintain confidence during service issues.
• Experience using a CRM system to manage activity, opportunities, renewals, and forecasts.
• Strong written, verbal, presentation, and negotiation skills.
• Willingness to travel to client sites, typically twice per week.

Desirable experience:

• Experience managing a portfolio of small and mid-sized organisations.
• Awareness of ITIL, ISMS, ISO 27001, or similar service and security frameworks.
• Detailed solutions-architecture knowledge and hands-on engineering experience are not required.

In line with our recruitment policy and client expectation, some roles will be subject to a basic DBS disclosure.

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with experience of: IT Account Manager / B2B IT Sales Executive, Client Relationship Manager - MSP / Tech, Managed Services Account Manager, MSP Sales Account Manager, Client Success Manager may also be considered for this role.