Account Manager

ABOUT THE ROLE

This is a unique opportunity to combine your technical expertise and relationship management skills to deliver outstanding value.

• Customer Relationship Management:
• Establish and maintain strong relationships with assigned accounts.
• Act as the primary point of contact for customers via phone or email.
• Proactively communicate with customers to understand their needs and ensure satisfaction.
• Account Management:
• Monitor and analyse account performance.
• Identify opportunities for upselling, cross-selling, and renewals.
• Develop and implement account strategies to achieve business goals.
• Problem Solving:
• Address customer inquiries and complaints promptly and effectively.
• Troubleshoot technical issues and find solutions.
• Escalate complex issues to the appropriate teams.
• Sales and Business Development:
• Identify and pursue new business opportunities within existing accounts.
• Collaborate with sales and marketing teams to drive revenue growth.
• Negotiate contracts and pricing.
• Reporting and Documentation:
• Maintain accurate records of customer interactions and account activities.
• Prepare reports and presentations on account performance.
• Update CRM systems with relevant information.

• Proven experience in an Account Manager, Customer Success Manager, or similar role in the tech or cloud industry.
• Strong technical background, ideally with knowledge of cloud and network infrastructure, backup systems, managed services, ISP and IP telephony.
• Exceptional communication and relationship-building skills.
• Ability to troubleshoot complex technical issues and propose effective solutions.
• Experience working with cross-functional teams to deliver customer success.
• Strong organisational skills and ability to manage multiple accounts effectively.
• A passion for helping businesses achieve their technical goals.

• Strong understanding of IT infrastructure, ISP services, and technologies.
• Proven experience in service management, fulfilment, or a related role.
• Familiarity with procurement processes and vendor management.
• Problem-solving skills to address and resolve service-related issues promptly.
• As a minimum, have worked in MSP IT support as a Level 1 of a minimum 2 years (or equivalent)
• Industry related certificates will be an advantage (Mircosoft, CISCO, etc)
• Excellent verbal and written communication skills with the ability to build rapport and influence others.
• Strong customer service orientation, with a focus on providing exceptional service and resolving issues effectively.
• Ability to identify and pursue new business opportunities, negotiate contracts, and close deals.
• Ability to identify and resolve customer issues quickly and efficiently.
• Ability to manage multiple accounts and tasks simultaneously, while maintaining accuracy and attention to detail.

• Use of project management apps and platforms
• Sound knowledge and understanding of IT terminology and technologies
• Proficiency with CRM software and other relevant tools