Account Manager; Technology

As an Account Manager within Technology, you will be committed to ensuring high-quality customer service is consistently provided by yourself to both internal and external customers alike. You will look after a large customer base, supporting accounts of varying sizes, with different needs, within a range of sectors.

You will work closely with the Head of Client Experience acting as the first point of contact to support you, assist with resolving escalated queries, follow best practice processes, increase revenue through product swaps and margin improvement, and most importantly create ‘Raving Fans’.

• Take ownership of your own account base, while clearly understanding the teams accounts and the VIPs associated with each client.
• Providing first class customer service to both internal and external customers by consistently developing communication structure.
• Successfully grow your account base through cross selling and upselling, uncovering opportunities for all departments.
• Maintain buddy notes, ‘cheat sheets’ and best practice on a quarterly basis, ensuring that the ‘baton’ is passed successfully.
• Focus on increasing efficiencies, speed, accuracy and recognising opportunities for improvement to increase service, which includes more customer facing duties, but also back-office management.
• Be an ambassador for customer service, creating first class service and adopting the ‘Raving Fans’ principles.
• Continue to work closely with other areas of the business, creating internal ‘raving fans’ and sharing examples of positive results with your line manager.
• Deal with complex client situations, such as returns and warranty disputes, in a calm and positive manner.
• Be responsible for generating revenue, making sure all accounts remain profitable whilst also monitoring any potential losses/spend leakages and protecting margins.
• Complete margin exception reports across all account bases.
• Be accountable for processing orders, resolving customer queries, liaising with suppliers & arranging suitable delivery methods.
• Create strong relationships with suppliers, building a knowledge of which to utilise on various projects for clients.
• Making your customers aware of promotional activity and/or product development on their accounts.
• Making sure access to bid portals such as HP, DELL and Lenovo are set-up and ready to utilise.
• Source alternative and bespoke product lines for your customers, advise Business Development Managers of changes and suggestions.
• Be mindful of discontinued product lines for your account bases and correctly communicating any vital information, to avoid further issues & enable correct data management.
• Raise SO/SRT’s and ensure they correctly match original orders, removing any duplicates to prevent any queries.
• Update and fix NAV/Sprint/Phoenix to stop any repeat SO/SRT’s issues that may occur.

• You will demonstrate previous experience working within a customer service environment.
• You will display a passion for customer service with the ability to build long lasting ‘raving fans’ with internal and external customers.
• You will have a flexible and adaptable approach, thriving in an every-changing environment.
• You will be an enthusiastic communicator, with the ability to encourage an open and honest atmosphere.
• You will be motivated and promote a positive and fulfilling work environment within the Technology Team.
• Highly proficient with Microsoft office packages.

We’re Commercial – a purpose-driven, people-first organisation that’s on an exciting journey to reach a £100m annual turnover and beyond. But what really defines us isn’t just the numbers – it’s the people, the culture we’ve built, and the innovative spirit that drives us forward.

As Business Transformation Specialists, we combine original thinking with practical expertise to improve the everyday experiences and outcomes for our clients. Our areas of specialism include Managed IT, Smart Technologies, Digital Workspace, Interiors, Office Supplies, PPE, Facilities, and Workwear.

In August 2025, we proudly achieved Ecovadis Platinum status, placing us among the top 1% of companies…