Technical Account Manager

Location: Bradley

Technical Account Manager - £55,000  £10,000 - 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.