Account Manager
Company Overview
We are a Managed Services Provider that deliver fixed price managed IT services and strategic advice to help over 2,500 North West SMEs and Education establishments to be more efficient, productive and secure. This frees clients to focus on growth and learning objectives.
We have offices in Runcorn, Ashton in Makerfield, Cheadle, Brighouse, Lancaster and Barrow. Our mission is to empower professional services organisation's through innovative technology and dedicated service, reflecting our core values of excellence, integrity, and client\-centricity.
Role Purpose
The Account Manager is responsible for growing, nurturing, and retaining an assigned portfolio of customers. This role is the primary relationship owner, ensuring customers receive a high‑quality experience, timely communication, and a consistent point of escalation. The Account Manager always represents the company professionally and acts as the face of the business in customer interactions, events, and reviews.
Key Responsibilities
Customer Relationship Management
- Manage a defined set of customer accounts with the goal of growth, retention, and long‑term satisfaction.
- Conduct quarterly business reviews with each customer, primarily remotely, with on‑site visits when required.
- Build strong, trusted relationships and maintain regular communication to understand customer needs, challenges, and opportunities.
- Act as the primary escalation point for customer complaints, service issues, or procedural problems.
- Communicate clearly, calmly, and professionally — including when delivering bad news or managing difficult conversations.
- Ensure issues are logged, tracked, and resolved promptly, keeping customers updated throughout.
- Serve as the face of the company during customer meetings, events, and industry engagements.
- Maintain a consistently professional appearance, well‑presented and appropriate for customer‑facing situations.
- Represent the company’s values and standards in all interactions.
- Deliver both good and bad news to customers in a clear, empathetic, and constructive manner.
- Provide timely updates to internal teams regarding customer status, risks, opportunities, and feedback.
- Ensure all communication — written and verbal — is of a high standard.
- Maintain continual oversight of tickets, emails, and administrative tasks, ensuring nothing is left unattended.
- Support project deadlines, including occasional out‑of‑hours work when required.
- Be flexible for occasional evening or weekend escalations or customer‑requested meetings (e.g., 6pm calls).
- Collaborate closely with Professional Services during the transition period and beyond.
While the role is generally Monday–Friday, standard business hours, the Account Manager must be prepared for:
- Occasional evening meetings based on customer needs
- Occasional weekend escalation calls
- Out‑of‑hours work during critical project phases
Training \& Development
- Full internal training will be provided, including systems, processes, and customer engagement standards.
- Supplier training will be arranged as needed, based on role requirements and timelines.
- Ongoing support and development will be provided by the line manager.
- Strong interpersonal skills with the ability to handle difficult conversations gracefully.
- Confident communicator who can deliver complex or sensitive information professionally.
- Highly organised with excellent attention to detail.
- Proactive, responsive, and able to manage multiple priorities simultaneously.
- Professional appearance and conduct in all customer‑facing situations.
- Ability to remain calm under pressure and act as a reliable point of escalation.
- Comfortable working independently and taking ownership of customer outcomes.
Benefits:
- Company events
- Free parking
- Health \& wellbeing programme
- Life insurance
- On\-site parking
This listing is from indeed. View original listing ↗