Job Description:

IT Account Manager

Whiteley

Salary plus commission

As an IT Account Manager, you will be responsible for managing and developing a portfolio of existing customers, ensuring they receive outstanding service while identifying opportunities to enhance their technology estate and maximise the value of their investment with Tailor Made Technologies.

Working closely with customers, you will build strong day-to-day relationships, acting as a trusted point of contact and helping organisations make informed decisions about their IT strategy. You will proactively engage with customers to understand their evolving requirements, identify opportunities for improvement and ensure they are fully utilising the solutions and services available to them.

This role is ideal for someone who enjoys building customer relationships, delivering excellent service and driving organic growth through consultative account management.

Duties & Responsibilities

• Manage a portfolio of existing customers, developing strong and long-lasting relationships.
• Serve as the primary point of contact for customer account enquiries and commercial discussions.
• Protect and grow recurring revenue through excellent account management and customer engagement.
• Identify and qualify opportunities for additional products and services within existing accounts.
• Conduct regular customer review meetings to discuss service performance, business objectives and future requirements.
• Proactively engage with customers to ensure they are maximising the value of their current solutions and services.
• Monitor technology lifecycles and provide recommendations for upgrades, renewals and service improvements.
• Collaborate with technical, service delivery and project teams to ensure customer requirements are successfully delivered.
• Act as a trusted advisor, helping customers align technology investments with business goals.
• Maintain an in-depth understanding of Tailor Made Technologies' portfolio, including Managed IT Services, Cloud, Security, Connectivity, Digital and Telecommunications solutions.
• Develop and maintain accurate account plans, forecasts and customer records within CRM systems.
• Support contract renewals and customer retention activities.
• Escalate customer concerns where necessary and work with internal teams to ensure timely resolution.
• Represent Tailor Made Technologies professionally at customer meetings, events and business reviews.
• Achieve revenue growth, retention and customer satisfaction targets.

Relevant Experience & Training

• Previous experience in an Account Management, Customer Success, Internal Sales or Business Development role.
• Experience working within the IT, Managed Services, Telecommunications or Technology sector.
• Proven experience managing customer relationships and identifying growth opportunities within existing accounts.
• Experience conducting customer meetings, service reviews and commercial discussions.
• Understanding of consultative selling and customer relationship management principles.
• Experience using CRM platforms to manage customer accounts and opportunities.

Essential Skills

• Excellent communication and relationship-building skills.
• Strong customer service and customer engagement focus.
• Commercial awareness with the ability to identify customer needs and growth opportunities.
• Ability to build trust and credibility with stakeholders at all levels.
• Strong organisational and time management skills.
• Ability to manage multiple customer accounts and priorities effectively.
• Proactive approach to customer engagement and account development.
• Strong listening and problem-solving abilities.
• Self-motivated and results-driven mindset.
• Ability to work collaboratively with sales, technical and service delivery teams.
• Good presentation and negotiation skills.
• Attention to detail and commitment to delivering a positive customer experience.

Desirable Skills

• Experience working within a Managed Service Provider (MSP) environment.
• Knowledge of Microsoft Cloud solutions, Cyber Security, Connectivity and Managed IT Services.
• Experience managing recurring revenue accounts.
• Understanding of IT infrastructure, cloud technologies and business communications solutions.
• Familiarity with account planning and customer success methodologies.

Why Join Us?

At Tailor Made Technologies, we're passionate about helping customers achieve more through technology. As an IT Account Manager, you'll play an important role in building strong customer relationships, delivering exceptional service and helping clients get the most from their technology investments.

This is an excellent opportunity to join a growing business where you'll work with a broad range of customers, develop your commercial and technical knowledge, and contribute directly to business growth while building a rewarding career in account management.