MSP Account Manager

Milton Park

£28k - £30k OTE £40k.

One of the most sought-after places to work in Oxfordshire


Job brief

As an MSP Account Manager the expectation is to create long-term, trusting relationships with our customers. The Account Manager’s role is to oversee a portfolio of assigned customers, develop new business from existing clients and maintain the existing client base.


What does an Account Manager do?

The Account management responsibilities include developing strong relationships with customers, connecting with key business executives and stakeholders. Account Managers also answer client queries and identify new business opportunities among existing customers.


In this role, you will liaise with internal departments within Planet IT (including Finance, Project and Helpdesk departments) to improve the entire customer experience. This position may require occasional travel.


The number one priority for an Account Manager is to keep their customers happy but also set expectations around deliverables. Within Planet IT we have a variety of departments that can assist in almost any query, but these need to follow a defined process to allow satisfaction between departments and the customer.


There are often times difficult conversations are required with customers and internal staff. These needs to be carried out in a positive manner with a solution being provided. There will be occasion when a task is extremely urgent, liaising with the relevant department before confirming with the customer is imperative and will need to be agreed before the tasks is started.


Responsibilities

  • Serve as the lead point of contact for all customer account management matters

  • Build and maintain strong, long-lasting client relationships

  • Develop trusted advisor relationships with key contacts and customer stakeholders

  • Ensure the timely and successful delivery of our solutions according to customer needs and objectives

  • Clearly communicate the progress of monthly ticket reviews with key contacts

  • Develop new business with existing clients and/or identify areas of improvement to meet sales targets

  • Prepare reports on account status for regular review with clients

  • Regularly contact each customer on a scheduled basis that is known to yourself and the customer

  • Assist with challenging client requests or issue escalations as needed, following the correct process

  • Work with other departments to manage expectations around deliverables.


Requirements

  • Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organisation, including executive and C-level

  • Experience delivering client-focused solutions to customer needs

  • Proven ability to juggle multiple account management tasks at a time, while maintaining sharp attention to detail

  • Excellent listening, negotiation and presentation abilities

  • Strong verbal and written communication skills

  • The ability to calmly act under pressure, with a clear and concise plan to deal with difficult situations


Regular Tasks

  • Each customer to have a scheduled call booked at least once a month

  • Quarterly (at least) review meetings with designed structure and purpose.

  • Liaise with key staff members in Helpdesk departments to ensure customer expectations are met

  • Follow designated processes for Escalation, Machine Build and Project Creation.

  • Update CRM System with up to date information on the customer activity and configuration

  • Manage renewal of key software licences for each customer