Senior Account Manager
Senior Account Manager – Leading Microsoft MSP (Hertfordshire)
Salary: Up to £70,000 basic + Commission + Annual EBITDA(R) Bonus
Location: Hertfordshire (3-4 days per week in the office)
*MSP sales experience is essential for this role*
*All applicants must have the right to work in the UK and a full UK driving licence*
Overview
A leading Microsoft-focused Managed Service Provider based in Hertfordshire is seeking a Senior Account Manager to take ownership of an established customer portfolio. This is not a new business role — it is a strategic, relationship‐centric position focused on customer success, retention, and growth within an existing account base.
The Senior AM will also act as a mentor to two junior Account Managers, providing guidance, support, and technical oversight to ensure outstanding service delivery across the team.
Key Responsibilities
Account Ownership & Customer Success
- Manage and develop long-standing customer relationships within an established portfolio.
- Conduct technical reviews, QBRs and service improvement sessions, identifying opportunities to enhance customer outcomes.
- Drive customer satisfaction, renewal rates and overall account health.
Retention & Upsell
- Focus on protecting recurring revenue through exceptional service and engagement.
- Identify upsell and cross-sell opportunities across Microsoft cloud, managed services, cyber solutions, professional services, and support offerings.
- Develop account strategies that maximise value for both customer and MSP.
Technical & Commercial Insight
- Carry out detailed technical/commercial reviews to ensure solutions remain aligned with business needs and MSP best practice.
- Work closely with technical teams to translate customer requirements into clear deliverables.
- Maintain a strong understanding of modern Microsoft technologies, cloud services, and MSP service models.
Leadership & Mentoring
- Mentor and support two junior Account Managers, ensuring consistent standards across customer engagement.
- Provide guidance on account planning, customer conversations, and commercial best practice.
- Act as a senior point of escalation for complex customer scenarios.
Experience Required
- Proven success in an Account Manager / Senior Account Manager role within an MSP, IT services provider, or similar technical environment.
- Strong understanding of Microsoft cloud solutions (M365, Azure, Modern Workplace, Security).
- Experience delivering customer success, retention, and growth in an existing account base.
- Comfortable conducting technical reviews and translating technical concepts to commercial outcomes.
- Experience mentoring or supporting junior team members (formal line management not essential).
- Excellent relationship management and communication skills.
What’s on Offer
- Up to £70k basic salary DOE
- Private health care
- 26 days annual leave + bank holidays
- Commission structure based on upsell/expansion within existing accounts
- Annual EBITDA(R) performance bonus
- Opportunity to take ownership of a warm, established customer portfolio
- Key senior role within a highly respected Microsoft MSP
- Collaborative, supportive culture with strong progression potential