Key Account Manager

Key Account Manager

Location: Manchester (M4 1LN)

Salary: Up to £35,000 per annum

Job Type: Full-time, Permanent

Working Pattern: Hybrid (minimum 3 days per week in the office)

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About the Role

We are working with a Managed Service Provider (MSP) that is continuing to grow its Customer Success function and is now looking to appoint a Customer Success Team Member.

This role focuses on relationship maturity, retention, and proactive account growth. You will act as the main point of contact for a portfolio of managed service clients, moving beyond reactive support to help customers get maximum value from their IT estate. Working closely with technical and strategic teams, you will identify improvement opportunities, recommend solutions, and support long-term account growth.

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Key Responsibilities

•Act as the primary point of contact for a dedicated portfolio of managed service clients

•Build strong client relationships to drive high levels of retention and satisfaction

•Proactively identify gaps or improvement opportunities within customer IT environments

•Work with technical and strategic teams to propose solutions aligned to client business goals

•Identify and support upsell and cross-sell opportunities in a consultative manner

•Manage the end-to-end procurement process for hardware and software, from quoting through to order completion

•Support the wider Customer Success team by assisting with tasks across the broader client base

•Conduct regular on-site client visits to build rapport and assess environmental or infrastructure needs

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About You

Essential:

•Experience in an MSP, Account Management, Customer Success, or customer-facing service role

•Strong customer service skills with a relationship-led mindset

•Commercial awareness and comfort working towards targets

•Proactive approach, using data and insight to anticipate client needs

•Strong communication and organisational skills

Desirable:

•Background in MSP Account Management or Service Desk–adjacent roles

•Interest in developing a long-term career within Customer Success or managed services

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Systems & Tools

Experience with the following systems would be beneficial:

•Autotask PSA

•HubSpot

•Azure DevOps

•Xero

•Microsoft Business Central

•Microsoft Office (Teams, Outlook, etc.)

•Microsoft Project

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What’s on Offer

•Salary up to £35,000, depending on experience

•Hybrid working with a Manchester city-centre office (M4 1LN)

•Clear progression within a growing Customer Success team

•Exposure to technical, commercial, and strategic aspects of an MSP