Head of Technical Account Management

Established in 1982, Bytes has grown rapidly and now employs over 800+ people across 6 locations in the UK and Ireland. Our turnover in Financial Year 2024 was in excess of £2bn. We work with SMEs, corporates and public sector organisations to modernise and digitally transform their IT infrastructures. We invest in our employees through ongoing support, training and advice to help them achieve their career aspirations, rewarding success both financially and personally. There is opportunity to grow and move internally which can be seen through our long-standing employees who have developed existing and new skills to move into senior positions in the organisation leaving space for new team members to begin their journey.

PURPOSE OF JOB: Lead and mentor a team of Technical Account Managers, while actively engaging in building and maintaining strategic relationships with top customers. Ensure their business objectives, technical challenges, and Cloud-related goals are aligned with Bytes’ solutions. This role combines leadership, technical expertise, strategic consulting, and account management to maximise customer value from Cloud investments. Possess strong technical acumen across Cloud technologies (AWS, Azure, and complementary third-party products) and stay ahead of technological advancements to communicate their impact to key stakeholders. Collaborate across Account Management, Cloud Success, and Service Delivery teams to ensure customers leverage the full breadth of Bytes’ products, services, and software.

Ideal for someone with an outstanding record in customer delivery, who thrives in both leading teams and remaining hands-on in technical and strategic activities.

Role Responsibilities

• Work alongside our top customers to understand their business goals, pain points, and technical requirements to align Cloud solutions.
• Lead, mentor, and manage the Technical Account Management team to ensure optimal performance and professional growth.
• Develop and implement strategies to drive Microsoft revenue across all technologies, Bytes services, and Bytes managed services.
• Establish the team as the “go to” technical resource for customers who require proactive support elements of our support service.
• Act as the primary technical advisor for key accounts, positioning additional Bytes products and services to enhance the customer's technology stack.
• Proactively identify and address recurring technical issues and drive service improvement.
• Ensure the team’s alignment with the company’s overall strategic objectives and goals.
• Provide thought leadership internally (sales enablement/win wires etc) and externally (speaking events/podcasts/etc) in your area of specialism.
• Set and monitor KPIs to measure the success of the Technical Account Management team.
• Schedule regular cadence with customers and team members.
• Assist in new business development through showing the value of technical account management in early stage meetings.
• Drive engagement and strategy with C level resources within customers.
• The ability to drive and motivate a team to be highly proactive and customer focused.
• Engage proactively with our support teams to identify areas of high support in order to proactively remediate them for future.
• Review available data to identify customer gaps (white space) to drive new cloud workloads and consumption opportunities.

Key Requirements

• 3+ years in Technical Account Management at a similar organisation.
• Have 6+ years of technical consulting.
• Show a similar chronology of demonstrable hands-on experience in Solution Design, Enterprise Architecture, or Enterprise Information Technology.
• Expertise in Cloud, Networking, security, Modern Workplace and infrastructure design.
• Ability to communicate highly technical concepts effectively to non-technical people.
• Ability to coordinate across multiple teams and work as part of a wider project team.
• Ability to analyse complex problems and develop innovative, scalable solutions.
• Proven ability to work effectively in a collaborative, cross-functional team environment.
• Experience in technical presales or post-sales activities, including solution positioning, customer onboarding, and service expansion.
• A track record in leading and managing a team.
• Experience in customer-facing roles.
• Experience working in part of a wider project team.
• Experience presenting to senior stakeholders.