Technical Account Manager

Technical Account Manager - £55,000 + £10,000 bonus – Hybrid – London – must have recent MSP experience

The Role

Due to continued business growth within our client, we are seeking a Technical Account Manager to join the expanding client services team. Reporting to the Accounts Director, this role involves collaborating with a team of experienced Account Managers to act as the voice of the client within the organisation.

Key Responsibilities

• Client Relationship Management: Build and maintain strong relationships with client stakeholders through regular engagement, both in-person and virtually.
• Technical Consultation: Understand client requirements and recommend tailored IT solutions in collaboration with pre-sales and technical teams.
• Client Advocacy: Serve as the primary client representative internally, ensuring needs and feedback are effectively communicated.
• Revenue & Contract Management: Support contract renewals, identify account growth opportunities, and protect recurring revenue streams.
• Service Improvement: Relay feedback between clients and internal teams to drive enhancements in service quality and delivery.
• Product & Service Updates: Keep clients informed about new products, services, and relevant upgrades to ensure ongoing value.
• Marketing & Communication: Collaborate with the marketing team on client engagement campaigns, newsletters, and business updates.
• Business Development: Identify and develop new business opportunities within existing client accounts and potential prospects.
• Procurement Support: Work with procurement to issue accurate sales orders, proposals, and manage invoice queries efficiently.
• Compliance & Cybersecurity Support: Assist clients with cybersecurity and compliance initiatives, such as risk management and regulatory documentation.

Key Objectives and Success Criteria

Client Satisfaction and Retention:

• Maintain a client satisfaction score of 90% or higher.
• Achieve an annual client renewal rate of 95%.

Revenue Growth:

• Deliver a minimum 10% annual revenue increase through cross-selling and upselling initiatives.

Operational Excellence:

• Ensure account plans and risk registers are maintained and actionable for all clients.
• Contribute to measurable improvements in operational efficiency and client experience.

Technical Knowledge & Implementation:

• Recommend and oversee at least five technical upgrades or service enhancements annually.
• Ensure seamless onboarding and service transitions with full compliance to client expectations.

Client & Internal Collaboration:

• Conduct regular business reviews, presenting insights and strategic recommendations.
• Suggest continuous improvements for internal processes and client systems.
• Maintain accurate and up-to-date client information in all internal platforms.

Skills and Experience

• Previous experience in B2B account management or client relationship management, ideally within a Managed Service Provider (MSP) or IT services environment.
• Strong communication, interpersonal, and presentation skills, adaptable to technical and non-technical audiences.
• Numerate and commercially aware, with confidence in discussing pricing and financial information.
• Proactive, organised, and client-focused, with a track record of delivering exceptional customer experiences.
• Familiarity with IT systems, cloud services, and managed support environments.