Senior Account Manager - IT Managed Services

Infoprotect is looking for an experienced Senior Account Manager to take ownership of relationships with some of our key and strategic clients. We're looking for someone who understands the ICT industry, knows how to manage complex client relationships and is comfortable engaging with everyone from technical teams through to senior executives. You'll be responsible for understanding your clients' businesses, ensuring we're delivering value, identifying opportunities to improve their technology environments and helping position Infoprotect as a long-term strategic ICT partner

• Build strong relationships with client stakeholders and decision-makers.
• Become a trusted technology advisor to your clients.
• Understand each client's business, technology environment and future requirements.
• Identify opportunities to improve, expand or modernise their ICT environment.
• Develop new business opportunities within existing client accounts.
• Manage quotations, proposals, renewals and commercial discussions.
• Maintain and develop a healthy opportunity pipeline.
• Work closely with our technical teams to develop appropriate solutions.
• Coordinate with Operations, Procurement and Project teams to ensure client requirements are delivered successfully.
• Conduct regular service and strategic account review meetings.
• Review SLA performance, service trends, projects and outstanding actions with clients.
• Manage client expectations and assist with escalations when required.
• Maintain accurate client, pipeline and opportunity information.
• Keep clients informed of relevant technology, security and service developments.

You'll remain accountable for the client relationship and overall health of the account, even where individual services or projects are being delivered by other teams.

• 8+ years of Account Management, Client Management or ICT industry experience.
• Strong experience within ICT, Managed Services, Systems Integration or a similar technology environment.
• Experience managing large, complex or strategically important client accounts.
• A proven track record of developing long-term client relationships.
• Experience identifying and developing opportunities within existing accounts.
• Strong commercial awareness and solution-selling capability.
• Experience dealing with senior client stakeholders.
• Experience managing quotations, proposals, renewals and commercial negotiations.
• Good working knowledge of modern ICT solutions and services.
• Experience using CRM, PSA or ITSM platforms to manage opportunities and client activity.
• Excellent communication and presentation skills.
• Strong organisational skills and attention to detail.
• The ability to manage multiple clients, opportunities and priorities at the same time.

Relevant technology, vendor, ITIL, cloud, networking or cybersecurity certifications would be advantageous.

WE'RE LOOKING FOR SOMEONE WHO UNDERSTANDS IT

You should be comfortable with:

• Managed IT Services
• Microsoft 365 and Cloud
• IT Infrastructure
• Networking
• Internet and connectivity
• Cybersecurity
• Firewalls and endpoint security
• Backup and disaster recovery
• Hardware and infrastructure lifecycle
• SaaS platforms
• Basic understanding of VOIP Telephony

You should be able to understand a client's requirements, ask the right questions and work with technical specialists to turn those requirements into an appropriate solution.

We're looking for someone who takes ownership. Someone who notices a client issue before it becomes an escalation, follows an action through until it's completed, understands that a quotation needs to become an implemented solution, and is constantly thinking about the client's needs.

You'll enjoy this role if you:

• Build relationships naturally.
• Are comfortable talking to executives as well as technical teams.
• Have a genuine interest in technology.
• Think strategically about client accounts.
• Enjoy solving problems.
• Are commercially minded.
• Follow up regularly.
• Can manage pressure without losing attention to detail.
• Enjoy working across multiple teams to get things done.

The role is predominantly office-based, but client site visits and meetings form an important part of the position and remote work may occur depending on requirements.

A valid driver's licence and reliable transport are required.