Customer Account Manager

We are looking for a proactive and commercially driven Customer Account Manager to manage and grow relationships with an established portfolio of existing customers.

The Customer Account Manager will serve as the primary commercial point of contact, responsible for managing customer relationships, preparing and presenting quotations, handling contract renewals, identifying account growth opportunities, and ensuring customer satisfaction and retention.

This is a non-technical account management role that requires close collaboration with service delivery, technical consultants, and professional services teams to ensure customers receive the right solutions at the right price.

The ideal candidate will have strong commercial awareness, excellent communication skills, and the ability to manage multiple customer accounts while identifying opportunities to increase recurring revenue and strengthen long-term relationships.

Key Responsibilities:

1. Pricing and Quotation Management

- Manage all pricing and quotation activities for assigned customer accounts, including contract renewals, additional users, hardware, software, licensing, and IT projects.
- Prepare accurate and competitive quotations based on technical scopes and requirements provided by technical teams.
- Ensure all quotations align with established pricing structures, profitability targets, and margin requirements.
- Manage quotation turnaround times and proactively follow up with customers to secure approvals and close opportunities.
- Identify services and additional work outside existing contracts and ensure they are appropriately quoted and billed.
- Maintain accurate quotation records and document reasons for accepted, declined, or pending proposals.

2. Contract Management, Renewals, and Retention

- Manage customer contracts, including renewal dates, contract terms, service coverage, user counts, pricing, and recurring revenue.
- Lead contract renewal discussions, annual pricing reviews, and contract uplift negotiations.
- Proactively identify accounts at risk of cancellation or dissatisfaction.
- Develop and coordinate customer retention strategies in collaboration with internal service delivery and technical teams.
- Maintain strong customer relationships to support long-term retention and recurring revenue growth.

3. Customer Relationship Management

- Act as the primary commercial contact for assigned customers.
- Build and maintain strong relationships through regular communication via phone, email, Microsoft Teams, and face-to-face meetings.
- Understand customer businesses, operational requirements, priorities, and future technology needs.
- Maintain updated customer stakeholder information and relationship records.
- Proactively identify customer dissatisfaction and address concerns before they develop into major complaints or retention risks.
- Ensure customers receive timely updates and consistent communication regarding ongoing matters.

4. Customer Reviews and Account Management

- Organize, chair, and manage regular customer service review meetings.
- Prepare meeting agendas, document discussions, circulate meeting minutes, and track follow-up actions.
- Present service performance reports provided by the service delivery team and highlight recurring concerns or improvement areas.
- Participate in Quarterly Business Reviews (QBRs) led by technical consultants or vCIOs.
- Support discussions around customer priorities, service improvements, and potential projects.
- Convert agreed customer requirements and project recommendations into commercial quotations and follow through to closure.
- Ensure all customer action items have clear owners and deadlines.

5. Customer Escalations and Communication

- Act as the primary communication point for customers during service-related escalations.
- Coordinate with the service delivery team to ensure customer concerns are addressed through established escalation procedures.
- Keep customers informed about progress and provide regular updates based on information received from the responsible technical teams.
- Ensure customer expectations are managed professionally without making unauthorized technical commitments or resolution-time guarantees.
- Follow up with customers after issues are resolved and identify any further commercial or relationship-related concerns.

6. Account Growth and Business Development

- Identify opportunities to expand existing customer accounts through additional services, users, hardware, software, licensing, and infrastructure projects.
- Understand changing customer requirements and communicate potential technical needs to the appropriate technical consultants.
- Coordinate with technical teams to obtain project scopes and recommendations.
- Prepare quotations, present commercial proposals, negotiate where appropriate, and close additional business.
- Build account growth strategies focused on increasing recurring revenue and strengthening existing customer relationships.
- Collaborate with internal sales and technical teams to ensure a consistent customer experience.

Requirements

Required Qualifications and Skills

- Proven experience in Customer Account Management, Account Management, Client Relationship Management, or a similar commercial role.
- Experience managing a portfolio of business customers and maintaining long-term client relationships.
- Strong commercial awareness and experience preparing quotations, negotiating pricing, and managing contract renewals.
- Excellent verbal and written communication skills, including the ability to communicate with senior decision-makers.
- Demonstrated ability to identify upselling and cross-selling opportunities within existing accounts.
- Strong organizational and time-management skills, with the ability to manage multiple customer accounts simultaneously.
- Experience handling customer complaints, escalations, and retention-related challenges.
- Ability to coordinate effectively with technical, service delivery, and sales teams.
- Strong follow-up skills and the ability to take ownership of customer commitments and outstanding actions.
- Confidence in conducting customer meetings, presenting commercial proposals, and discussing pricing.

Preferred Qualifications

- Previous experience working within a Managed Service Provider (MSP), IT services company, or technology solutions provider.
- Familiarity with managed IT services, service desk operations, and IT support contracts.
- Understanding of Service Level Agreements (SLAs), recurring revenue models, and contract renewals.
- Exposure to Microsoft 365 licensing, hardware procurement, software licensing, and IT infrastructure services.
- Experience conducting customer service reviews and Quarterly Business Reviews (QBRs).
- Familiarity with CRM, quotation management, and ticketing systems.
- Experience working with customers in the education sector is an advantage.

Key Competencies

Commercial Acumen: Ability to manage pricing, prepare quotations, negotiate renewals, and maintain profitability.

Customer Relationship Management: Strong ability to build trust, maintain regular communication, and develop long-term customer partnerships.

Communication: Confidence in communicating with customers at all organizational levels, including senior executives and decision-makers.

Account Growth: Ability to identify new revenue opportunities within existing customer relationships.

Organization and Follow-through: Ability to manage multiple accounts, customer meetings, quotations, renewals, and outstanding actions without constant supervision.

Collaboration: Comfortable working alongside technical and service delivery teams while understanding the boundaries between commercial and technical responsibilities.

Ownership and Accountability: Takes responsibility for customer relationships and ensures commitments are followed through to completion.