Customer Account Manager

Reporting to the Head of Commercial, the Customer Account Manager plays a key role in nurturing and developing a portfolio of Growth Accounts. This is an excellent opportunity for someone who enjoys building strong customer relationships, understanding business challenges, and identifying opportunities to help customers maximise the value of their technology investments.

You'll be responsible for delivering a consistently high-quality customer experience, supporting account retention and revenue growth through structured account management practices. Working within clear commercial frameworks and established processes, you'll collaborate closely with technical support, service delivery, and wider internal teams to ensure customer needs are met efficiently and effectively.

This role provides an excellent foundation for developing strategic account management capabilities, commercial acumen, and product knowledge, creating a pathway towards managing more complex and strategic account portfolios in the future.

• →Serve as the primary point of contact for a defined portfolio of Growth Accounts, applying a customer-centric approach focused on satisfaction and retention.
• →Build positive working relationships with customers, developing an understanding of their business needs and aligning these with available products and services.
• →Identify opportunities for upselling and cross-selling within the account portfolio, contributing to revenue growth and account progression.
• →Manage routine contract renewals within the portfolio, ensuring continuity of service and flagging upgrade opportunities.
• →Respond to customer queries and issues in a timely manner, escalating complex or high-risk issues to senior colleagues as appropriate.
• →Prepare straightforward commercial proposals that meet customer requirements within defined pricing and product frameworks.
• →Work collaboratively with internal teams to support delivery of customer solutions and ensure a seamless experience.
• →Optimise use of the CRM system to track all customer interactions, account activity, and opportunity details accurately and consistently.
• →Build and manage an accurate pipeline for the development account portfolio through structured, proactive activity.
• →Support the identification of accounts with growth potential and flag these for progression into the strategic account tier.
• →Maintain awareness of the company's products, services, and industry trends to support customer conversations and account development.
• →Act as a brand ambassador in all customer interactions and, where appropriate, at events or on digital channels.

• Experience in a customer-facing role; prior sales or account management experience desirable but not essential.
• Developing understanding of the IT industry and technology products and services.
• Ability to manage a portfolio of accounts with a structured, process-driven approach.
• Good interpersonal skills and a customer-first mindset.
• Familiarity with CRM systems and standard sales tools.
• Organised and able to manage time effectively across multiple accounts and tasks.
• Strong written and verbal communication skills.
• Motivated to develop commercial skills and progress within a sales environment.
• Ability to work under own initiative and as part of a wider team.